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.

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.

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