Faisal Rehman

 FAISAL REHMAN : - : - Objective Seeking career enriching opportunities for Customer Service/ Technical Support and back order processes in the BPO sector. Summary Goal oriented professional with a cumulative experience of 10 years in BPO industry. worked for Mind Bridge PVT LTD, Lahore as a Project Manager for an international brand serving customers in multiple countries. Abilities in handling multiple priorities, with a bias of action and genuine interest in professional development. Team player with strong analytical and leadership skills. Hands on experience in BPO operations in customer service and Tech Support processes. Work Experience 02/04/15 – Current: LMS Support Engineer & Content Coordinator for Dell Malaysia. Accountabilities: Working with a team of publishers making E-Learning content available on Saba Learning Management System. Creation of LMS objects/materials, facilitating engagement with learners, content Providers. Using MS Sharepoint, ReplaceText, Offline Explorer to upload and download large files Through remote desktop. Performing QA for Online and Offline content for existing and new courses. Troubleshooting VPN issues as required constant connectivity through VPN. Be the point of contact for LMS technical support, content support for and content publication issues and requests. Maintaining SLA for tickets through help portal and calls for occasionally. Training Dell Users on new updates and whenever training is requested. Making sure the LMS is up to date and functional at all times. Generating Crystal reports and custom reports on demand by running SQL scripts. Performing Database Administration tasks on demand. Keeping Dell HR system synchronized with Saba LMS. Running RDIs for mass data migration. 19/07/14 – 30/06/16: Sellbytel SDN BHD, as a Technical Support Executive for Google. Accountabilities: Resolving basic Networking issues. Migration and synchronization of Databases with Google Suite. Migration from Exchange Server to Google Apps. Fix Sync errors with Gmail App. Migration for and from Outlook. Backup Data with Google Drive. Stream line operational processes for Google. Managing Google Accounts. Google accounts recovery. Determine KPIs to ensure maximum performance. Provide Technical Support for Google Apps for Work. Maintaining quality of 95%. Handling customer quarries over the phone and email ticketing. 19/02/13 – 01/05/14: Sudong SDN BHD, as a Customer Service Executive for Singtel. Accountabilities: Providing customer service to Singaporean callers for our client Singtel. Maintaining the minimum quality of 87% Ensuring customer retention and upsell for new products. 02/02/10 – 04/01/13: Mind Bridge BPO, as a Project Manager for ePay. Accountabilities: Dealing with callers seeking technical support for Australia, New Zealand and United Kingdom region. Ensuring that all the operations are conducted according to the clients requirements. Implementing product updates ensuring the agents to be up to date for the new processes. Handling customer quarries personally for high profile customers. Making weekly and monthly roaster to guarantee the maximum support according to the call volume. 06/01/07 – 30/01/10: The Resource Group (TRG), as a Project Trainer for Sylmark Group. Accountabilities: Train the new comers for new product and customer service knowledge. Maintaining the minimum quality if 90% in average handle time of 02:50. Streamline the learning and development processes according to the project’s requirements. Examine and continually test reps for new updates 20/12/05 – 30/12/06: Ovex Technologies as a Sales Specialist for Blue Hippo. Accountabilities: Answer inbound sale calls from U.S customers for project BlueHippo. Ensure conversion rate at minimum 10 %. Ensure quality of 85% on average. Education Bachelor’s degree In Computer Sciences, Lahore, Pakistan. Intermediate from Lahore Board, Pakistan in 2001 with 60% mark obtained. Schooling from Pakistan Embassy School Riyadh, K.S.A in 1999. English proficiency: Fine command on reading, writing and speaking with 7+ bands for IELTS. Competencies Good written and verbal skills, ability to work well with others. Can clearly convey complex ideas in written form. Can lead meetings in absence of Coordinator. Improves existing team processes. Creates effective documentation used by others. Attention to detail. Self-motivated and makes progress on work. Stays focused and isn't distracted by irrelevant things Has an advanced understanding of current IT business tools and applications, can effectively make use of new IT tools and produce documentation on tool usage. Self-starting, able to work with minimal direction from management. Understands need for lateral thinking; Displays willingness to adapt to new ways of doing business. Effective team player. Fosters team by demonstrating trust, confidence, and commitment in others' actions and decisions to create a supportive work environment. Is able to detect when things aren't working and works to address problems. Uses causal reasoning to triage problems. Demonstrated ability to decompose complex problems. Able to engage in lateral investigations and assessments. Technical and Computer Skills Windows 98 - 2000/ XP/ Vista/ 7 and several CRMs Microsoft Office Suite, SharePoint, InfoPath Content Applications: Quiz maker, Presenter, Articulate, Xyleme SQL for MySQL, SQL Server, MS Access, Oracle, Sybase, Informix, Postgres, and other DBMSs. Google Apps for Work: Gmail, Hangouts, Calendar, Drive, Docs, Sheets, Forms, Slides, Sites, Admin, Vault LMS/LCMS: Saba, SabaCloud Basic Networking skills. Flash/ 3D Max preliminary level Excellent knowledge of internet and online applications. Personal Details Date of Birth:16th March 1982 Languages Known: English, Urdu, Hindi, Punjabi and Arabic