Shaheer N. Email & Phone Number

Markham, On, Ca

Markham, On, Ca

Markham, On

Richmond Hill, On

Facilitated seamless payment processing, collaborating with over 2,000 partner companies to ensure efficient and accurate transactions while utilizing Salesforce CRM to meticulously document and track all customer interactions and financial records.Delivered exceptional technical support for online payment issues, achieving a high first-contact resolution rate by troubleshooting problems related to the customer portal and payment systems, and providing IT assistance to enhance the overall customer experience.Managed and resolved complex payment processing cases, assisting customers with transaction processing and addressing technical challenges by working closely with internal teams to ensure smooth and reliable service.Provided personalized customer assistance, addressing inquiries and concerns with professionalism and empathy, fostering positive relationships, and implementing customer feedback to continuously improve service quality and efficiency.

North York, On

Developed a custom Microsoft PowerApp for the outbound technical support team, enhancing data entry efficiency and integrating with existing databases to improve operational workflows.Assisted customers with advanced troubleshooting of broadband internet, IPTV, and VoIP telephony issues, including identifying network issues, diagnosing latency problems, optimizing RSSI (Received Signal Strength Indicator), configuring device limitations, setting up port forwarding, and optimizing network settings to enhance performance.Supported and debugged the HomeConnect Rogers app, identifying software issues and reporting them to development teams, contributing to improved application performance on both iOS and Android platforms.Managed incident tickets using ServiceNow ITSM platform and Amdocs CRM systems, effectively escalating issues to specialized teams and maintaining detailed case logs to enhance data integrity.Exceeded customer satisfaction goals by delivering exceptional support, going above and beyond to ensure timely resolution of issues and fostering positive customer relationships through proactive communication and personalized assistance.

Markham, On

Consistently surpassed monthly sales targets for devices and phone plans, demonstrating a proactive and results-driven approach that led to significant increases in overall sales.Advised customers on selecting suitable cell phone models and phone plans, assisting them in choosing devices and services that best fit their needs, resulting in higher customer satisfaction ratings.Transitioned to inbound technical support when required, diagnosing and resolving complex technical issues on iOS and Android devices, including system-level troubleshooting and hardware diagnostics.Utilized advanced knowledge of mobile OS architectures, device configurations, and diagnostic tools to troubleshoot operating system errors, network connectivity issues, software malfunctions, and hardware faults—thereby enhancing customer experience and reducing resolution times.

Markham, Ontario, Canada

Utilized ShopifyQL queries to extract and analyze customer data from the fitness equipment retailer's Shopify database, enhancing data retrieval efficiency and enabling data-driven decision-making.Designed and developed HTML email templates and support pages for the fitness equipment retailer, improving customer communication and engagement through visually appealing and user-friendly interfaces.Managed content for the fitness equipment retailer using CMS platforms, maintaining accurate and up-to-date information on products and services, leading to improved customer experience and higher satisfaction ratings.Integrated HTML and CMS tools within the company's Shopify platform to customize their online storefront, enhance user experience, and increase sales conversions by tailoring the shopping experience to customer needs.

Assisted in unloading trailers and transporting products to customer premises, ensuring on-time and undamaged deliveries.Organized truck loads according to delivery routes to maximize efficiency and reduce delivery times.Maintained accurate inventory records and secured merchandise during transit to prevent damage.Communicated effectively with drivers and customers to resolve delivery issues promptly.