Syed Israr Hussain
Senior Customer Service Representative
Ajman
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.
Ambitious monthly excellence awards Aug 2012, Oct 2013, Apr 2014, Apr 2015, Oct 2015, Sept 2016, Jul 2017, & Feb 2018.
CSR of the month Mar & Jul 2011
Successful participation in the “Living the brand pilot project” Feb – Mar 2009
Experience as Senior Customer Service Representative
Etisalat UAE
30 December 2012
02 February 2020
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
Etisalat UAE
01 July 2008
30 December 2012
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
Barbedwire Technologies
01 June 2006
01 March 2008
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
Safi Brothers (Pvt.) Ltd.
01 June 2000
01 March 2002
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
Etisalat UAE
29 December 2012
02 February 2020
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.
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 TechniquesMaster 01 May 2006
Master of Computer Science. Major subjects: Programming, Networking, Statics, Operations research, Numerical computing and Operating system.