Syed Israr Hussain

Senior Customer Service Representative
Ajman


Profile Views 194

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Last Seen: 07 April 2020 10:08 PM

Skills
1- Customer service skills 2- Email correspondence 3- Technical troubleshooting. 4- End to End Solutions 5- Technical support for Telecommunication services 6- Billing complaints handling 7- Windows Windows Server Red Hat Linux Centos & Fedora 8- Rou
  • Experience
    15 Years
  • U.A.E Experience
    11 Years
  • Industry
    Telecommunication / Customer Service
  • Nationality
    Pakistani
  • Visa status
    Employment Visa in UAE
  • Qualification
    Master - Master of Computer Science. Major subjects: Programming, Networking, Statics, Operations research, Numerical computing and Operating system.
  • Driving License: UAE driving valid till 2023
Other Matching Titles/Position
Senior Customer Service Representative
Customer Service Officer
Telecommunications Specialist
Information Technology Specialist
Key Account Coordinator
Industry Titles
Telecommunication / Customer Service

Summary of Career

1. More than 11 years of experience in telecommunications/ contact center operations


2. Handling emails, chat, social media and calls related to Etisalat services (e.g. broadband internet, IPTV, landline, mobile, value added and webbased services)


3. Billing complaint management


4. Serving VVIP and prestige customers


5. Troubleshooting of different kinds of internet services (GPON/ broadband internet, ADSL, 3G, 4G mobile data), IPTV, mobile app and other online services


6. Customer relationship and retention. Providing general information about different Telecom services.


7. Processing request for service activation/ cancellation, migration, upgrade, downgrade and shifting.


8. Build module of Medical Transcription for Medical record system by using Java, PHP, NetBeans, Dreamweaver, Apache, MySQL, & Linux platform.


9. Worked on File Closet module, antivirus integration & image verification under the Email encryption, archival & screener project. Used technologies/ tools Java, JSP, Servlet, Struts, Log4j, Hibernate, MySql, Tomcat, Netbeans, MyEclipse, & Linux platform.


10. Working on computerize and brach accounts, making bank reconciliation statement.


Achievements
Ambitious monthly excellence awards

Ambitious monthly excellence awards Aug 2012, Oct 2013, Apr 2014, Apr 2015, Oct 2015, Sept 2016, Jul 2017, & Feb 2018.


CSR of the month

CSR of the month Mar & Jul 2011


Living the brand pilot project

Successful participation in the “Living the brand pilot project” Feb – Mar 2009


Work Experience (Employment History)

Experience as Senior Customer Service Representative

  • Employer

    Etisalat UAE

  • From

    30 December 2012

  • To

    02 February 2020

  • Detail

    o Managing customers’ queries & complaints via email & chat.
    o Handling and resolving complaints/ queries related to Etisalat consumer services (i.e. internet, landline, IPTV, Mobile & other value-added services), using technical knowledge and data seeking capabilities.
    o Serving VVIP and prestige customers and to provide end to end solution.
    o To resolve fixed & wireless services billing cases.
    o Making outbound calls to ensure appropriate resolution.
    o Processing request for shifting, upgrade/ downgrade, & service activation/ deactivation.
    o Handled social media cases.
    o Customer relationship & retention.

Experience as CSR - Home Services/ Technical Support

  • Employer

    Etisalat UAE

  • From

    01 July 2008

  • To

    30 December 2012

  • Detail

    o Provided technical support to consumer and business customers, regarding broadband Internet, IPTV, Landline, Domain management, Webhosting & Virtual email.
    o Taking provisioning & complaints related follow up calls & its escalation.
    o Dealing with billing queries & billing follow up calls.
    o Recording complaints, appointments & its escalation to concern.
    o Providing product and service information.

Experience as Software Engineer

  • Employer

    Barbedwire Technologies

  • From

    01 June 2006

  • To

    01 March 2008

  • Detail

    o Build module of Medical Transcription for Medical record system by using Java, PHP, NetBeans, Dreamweaver, Apache, MySQL, & Linux platform.
    o Worked on File Closet module, antivirus integration & image verification under the Email encryption, archival & screener project. Used technologies/ tools Java, JSP, Servlet, Struts, Log4j, Hibernate, MySql, Tomcat, Netbeans, MyEclipse, & Linux platform.
    o Administration of Linux remote server (Centos) by using putty & Webmin

Experience as Assistant Accountant

  • Employer

    Safi Brothers (Pvt.) Ltd.

  • From

    01 June 2000

  • To

    01 March 2002

  • Detail

    o Working on computerize branch accounts & taxation.
    o Taxation, making bank reconciliation, billing & making office documents using Excel.
    Barbedwire Technologies

Experience as Senior Customer Service Representative

  • Employer

    Etisalat UAE

  • From

    29 December 2012

  • To

    02 February 2020

  • Detail

    o Managing customers’ queries & complaints via email & chat.
    o Handling and resolving complaints/ queries related to Etisalat consumer services (i.e. internet, landline, IPTV, Mobile & other value-added services), using technical knowledge and data seeking capabilities.
    o Serving VVIP and prestige customers and to provide end to end solution.
    o To resolve fixed & wireless services billing cases.
    o Making outbound calls to ensure appropriate resolution.
    o Processing request for shifting, upgrade/ downgrade, & service activation/ deactivation.
    o Handled social media cases.
    o Customer relationship & retention.

Academic Qualification

Bachelor 30 December 1999

Bachelor of Commerce: Major subjects: Accounting, Statistics, Business Communication and Economics.

Other 31 December 2003

Post-graduate diploma in Computer Science Major subjects: Programing, Networking, Operating system and Quantitative Techniques

Master 01 May 2006

Master of Computer Science. Major subjects: Programming, Networking, Statics, Operations research, Numerical computing and Operating system.
Certifications
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