Redwana Habib Quraishi Email & Phone Number

• Manage and supervise the day-to-day operation of the technical support team to ensure effective customer service, deal with and resolve technical issues.• Provide leadership and guidance to the team of technical support agents so that they can guide users to install and update the firmware and mobile application accurately. • Provide training or knowledge to the users and advise them in response to their difficulties. • Reproduce complex technical issues reported by the users and find an appropriate solution. • Analyze service statistics log and actionize on the data by preparing detailed reports and recommending operational solutions to the technical support agents. • Establish a service desk structure and maintain a document with Key Support topics. • Develop and monitor Customer Service KPI’s about call handling quotas, call center agent performance and tickets resolving objectives (attendance, QA, productivity, lateral coaching, etc.). • Take ownership of ticket escalations until the resolution of the issue.

Montreal, Quebec, Canada

NB: Transferred to the parent company from Gexel Telecom Inc. to work on the same Project (Spypoint).• Provide technical support and troubleshoot electronically with users via chat, email, and phones and help them to solve their cellular camera’s hardware or software-related difficulties.• Consult the knowledge base and flowcharts, user manuals, and other available resources to diagnose problems and implement solutions. • Help and guide users to install and update the firmware on their cellular cameras either manually or by using a computer or remotely. • Maintain internal log files and notes for the next steps on the cases. • Answer technical questions and handle complaints on the forums and CRM tool Salesforce and try to remove their network-related problems. • Identify customers’ needs for our products and services and meets the company’s quality (KPI) and customer satisfaction metrics. • Process repair requests for non-guaranteed and guaranteed products by respecting the established procedure.

Montreal, Quebec, Canada

• Assist customers with their inquiries - via email, chat, and eventually phone. • Inform, develop, and provide quick solutions to all customer inquiries regarding the campaign's products and services. • Troubleshoot via email or chat with customers who need assistance using campaign hardware and/or software. • Handle multi-channel inquiries: email and call or call and chat. • Keep up to date with ongoing marketing activity and process changes in the campaign. • Perform other clerical (non-queue) and related assignments as needed and directed by supervisor/manager.

Bangladesh

• Planned lessons that adhered to the objectives of the curriculum while utilizing a variety of teaching methodologies.• Prepared and assessed students for examinations and motivated them to succeed in their studies.• Established positive relationships with students to facilitate learning.• Participating in the School's Program Activities.• Teaching under privileged urban children conducted by agency responsible for providing humanitarian and developmental aid to children worldwide.• Maintaining discipline in a challenging classroom environment.

Master Of Arts - Ma, English Language And Literature/Letters

Bachelor Of Arts - Ba, English Language And Literature/Letters