Highlights:• Project Planning and Execution • Scope Management • SLA Development and Performance Metrics • Vendor and Supplier Management • Customer Satisfaction and Feedback Analysis

Skills:Information Research, Customer Service Representatives, Analytical Skills, Salesforce.com, Customer-Focused Service, Customer Relationship Management (CRM), Problem Solving, Phone Etiquette, Customer Support, Customer Experience, Contact Centers, Team Building, Skilled Multi-tasker, Interpersonal Skills, Interpersonal Communication, Information Technology, Help Desk Support, Customer Service

Goal:Contribute with understanding to own the organization. With such aim to learn more for growth and long term-career & to secure a challenging position in a competitive environment.

Certification:i. CCSMS- Cisco Customer Success Manager Certified (CSCO 13261136) ii. CCNA-Cisco Certified Network Associate Certified (CSCO 13261136) iii. Information Technology (IT) Certificate from PC Horizon, Karachi

Honor:Gold Medal - Bahria University Dec 2016 Gold Medal for academic Achievement by scoring CGPA 3.64 in MS(Telecom)

Senior Executive – Customer Success & Program Management 01/2017 - current
Arwen Tech Pvt. Ltd., Lahore, Punjab Pakistan
Industry: Networking & Telecommunication
Currently working for Arwen Tech Pvt. Ltd. as Senior Executive Senior Executive – Customer Success & Program Management in Field Engineering Department from Jan 2017. The Arwen Tech is a global enterprise solution company providing customers with integrated end-to-end solutions and services to improve their business performance in real-time.
Responsibilities & Achievements: • Strategically cultivate and oversee partnerships to drive collaborative initiatives and enhance organizational growth. • Take ownership of customer issues reported and see problems through to resolution. • Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams or with Principal Tac Engineer like Cisco, Juniper, Manage Engine, SolarWinds, Riverbed etc. • Liaising with project management teams, third-line engineers and service desk engineers on a regular basis. • Remote support of on-site engineers and end users/customers during installation & Troubleshooting of issue. • Equipment Health checking & Backup Management. • Reporting network operational status by gathering and prioritizing information and managing projects. • Provide Level-1 support and troubleshooting to resolve issues. • Maintain Service level agreements, RMA Management, Management of Preventive Maintenance activities & Provide prompt and accurate feedback to customers. • Prepare accurate and timely reports. • Coordinating the projects as Project coordinator. • Proper Follow up of SLA renewals from Account Managers.--
HFC (Hybrid Fiber Coaxial) Representative 02/2015 - 01/2017
World-Call Telecom Ltd. (an Oman Telecommunications Company), Karachi, Sindh Pakistan
Industry: Networking & Telecommunication
Worked for World-Call Telecom Ltd. (an Oman Telecommunications Company) as HFC (Hybrid Fiber Coaxial) Representative in Operations Department for the management of HFC, FTTX & GPON network from February 2015 to Jan 2017. The company provides cable broadband, cable TV, LDI services and fiber optic network in many cities of Pakistan.
Responsibilities & Achievements: • Preparing daily workloads for staff & coordinating the daily allocation of work. • Ensuring timely resolution of customer’s complaint on CRM by applying diagnostic approach. • Updating and maintaining process documentation of field operations. • Keeping close coordination with NMS and OSP technicians to rectify network faults. • Testing & commissioning and communication & signaling of the OFC/HFC network.--

Matriculation (SSC) 05/2002 - 05/2004
Karachi, Sindh, Pakistan
Degree: High School Or Below
Major:Science
Matriculation (SSC) From The Citizen Foundation School Karachi Passed in 2004 with “A” Grade

Customer Sucess Manager Information Research, Customer Service Representatives, Customer Relationship Management (CRM), Customer Support, Help Desk Support, Project Management