Fiza Shaikh Email & Phone Number

Ontario, Canada

• Verify customer identities, log cases, and utilize screen sharing and knowledge base articles toassist customers.• Identify and resolve customer issues through effective probing questions.• Guide customers through diagnostic and troubleshooting processes using diagnostic tools andverbal instructions.• Collaborate with team members to discuss and resolve complex problems.• Assist customers with locating music, apps, and movies on various devices, addressing billingissues, managing fraud concerns, answering product feature inquiries, and resolving usernameand password difficulties.• Handle an average of 30 calls daily, consistently maintaining a customer satisfaction rate above90%.

Ontario, Canada

 Provide exceptional customer service, assisting customers in locating products and driving sales.  Demonstrate product knowledge effectively to meet customer needs and increase sales.  Operate cash registers accurately, handling transactions efficiently.  Handle customer inquiries, complaints, and returns promptly and professionally.  Exceed sales targets consistently, contributing to team success.  Collaborate with team members to achieve sales objectives and create a positive work environment.  Stay updated on product knowledge and company policies to provide accurate information to customers.  Participate in training sessions to improve sales skills and contribute to personal development.  Follow company policies and procedures to ensure a safe and secure work environment.

Ahmedabad, Gujarat, India

 Directed manual and automated testing activities, with a specific emphasis on System Integration Testing (SIT), User Acceptance Testing (UAT), and End-to-End (E2E) testing in the tax sector across multiple countries, ensuring the robustness of software quality.  Applied Test Automation skills with Selenium WebDriver and Apache JMeter to automate web applications, streamlining testing processes and enhancing reliability.  Demonstrated proficiency in the Software Testing Life Cycle (STLC), Agile, and Waterfall methodologies, including test planning, execution, defect management, and reporting.  Managed projects effectively using Agile and Waterfall methodologies, overseeing tasks such as status reporting, test estimation, and task delegation while mentoring junior team members.  Conducted functional, usability, and API testing across various platforms, specializing in data migration testing, ensuring data integrity and system reliability.

Postgraduate Degree, Information Technology Business Analysis, Distinction

Bachelor'S Degree, Information Technology, First Class

Diploma Of Engineering, Information Technology, High Distinction