Hasaan Zia

 Hasaan Zia Customer Support Engineer- L1 325, Street: 49, Gulshan Abad, Rawalpindi,- Professional Summary Organized, versatile and focused professional with over 4 years of customer support experience. Proficient in managing multiple tasks and scheduling people and resources. Strong sense of delivering high quality services with proven track record of achieving high customer satisfaction rate. Elite level analytical skills with a knack of goal accomplishment mindset. Advanced interpersonal skills and the ability to tailor communication to all levels of an organization. Key Professional Competencies Achievements Orientation Upon joining Jive Support, successfully cleared the stuffed-up customer case log of 200-300 pending cases in addition to handling fresh ones. This consequently strengthened the credibility of Jive within 2-3 months. Effectively moved all the 200+ Jive cloud customers to AWS infrastructure within 1 year. Customer Service Orientation Scored maximum Net Promoter Score (NPS) of 10 in almost 97% of cases by proficiently satisfying the needs of the customers. Teamwork and Relationship Building Elevated the overall scores and standing of the team to pinnacle of performance among all other Jive teams within a period of 1 year. This was explicitly reported in weekly team meetings by the higher management. Developing Others Strategically developed and coached 5 low performing team members thereby increasing their performance to an exceptionally high level within a week. Initiative & Problem-Solving Orientation Handled multiple crisis situations of Jive outages by actively addressing the customer concerns and obtained 90-95% NPS. Took initiative and rectified a bug in the themes of Jive customer instances which resulted in increased customer satisfaction rate. Work Experience Jive Customer Support Engineer L1 | Aurea Software | Feb 2018- Present Providing Level 1 troubleshooting support for all customers of Jive Interactive Intranet. Auditing of current cases handled by the central agents as part of quality assurance. Actively involved in management of Knowledge Centered Services (KCS) including the creation and publication of articles related to issues and bugs. Dealing with bugs with a high focus on customer satisfaction and retention. Communicating with Network and Engineering teams to ensure the resolution of issues to keep Jive running smoothly. Freelancer | Upwork | Dec 2014- Jan 2018 Led a team of 8 people to successfully launch the presence of Souktel Digital Solutions in the frontier areas of Pakistan. Completed multiple IT support projects for employers and obtained 5-star reviews. Networking Intern | Khushali Bank Pakistan | July 2014- Oct 2014 Provided real time troubleshooting support to all 122 countrywide branches hence, ensured continuous and smooth banking operations. Upgraded primary and secondary network links within 2 months with 85% success rate. Negotiation Officer | Protégé Global Pakistan | Sep 2013- Nov 2013 Achieved Employee of the Month award for settling 10-12 employee injury pending claims within 2 weeks with 95-100% success rate. Education Bachelor of Science in Telecommunication and Networks | Iqra University, Islamabad | 2013 Certifications Cyber Security | US Cyber Security Centre, University of Maryland, Coursera | 2014 Introduction to Linux | Linux Foundation, edX | 2014 Professional Trainings Cisco Certified Network Associate Training (CCNA) | Corvit Systems Rawalpindi | 2014 Completed the following trainings under Aurea and Jive: Tips to communicate effectively Tips to increase the number of NPS Skills to achieve customer success Structure of conversation- emails/ calls Talkdesk Jive fundamentals Jive antivirus Jive themes/ tiles Jive case management/ Severity 1- case management Product overview JIRA/ SalesForce/ JCA Jive troubleshooting Basic tools Jive API/ Jive rewards/ upgrade issues