Fardeen Yusuf
Remote Player Support Agent
Summary
Dynamic Customer Support Specialist with a proven track record at GAMETEQ and Plarium, excelling in customer service excellence and problem-solving. Enhanced customer satisfaction by swiftly resolving complex issues and maintaining detailed CRM documentation. Collaborated effectively with teams to improve service quality, demonstrating empathy and a commitment to client retention.
Overview
9
9
years of professional experience
2
2
Languages
Work History
Customer Support Specialist
GAMETEQ
10.2022 - Current
- Provided timely assistance to customers via support tickets ensuring a high level of professionalism at all times.
- Managed a high volume of inbound tickets while maintaining excellent response standards and adhering to established procedures.
- Utilized CRM systems effectively to track customer interactions, document detailed case notes, and access relevant account information quickly when needed.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Maintained thorough knowledge of product offerings to provide accurate information and expert advice to customers.
- Collaborated with cross-functional teams to address customer concerns and improve overall service quality.
- Analyzed customer feedback data to identify areas for improvement and recommended appropriate solutions.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Customer Support Specialist
Plarium
03.2017 - 10.2022
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Improved customer satisfaction by addressing and resolving technical issues swiftly and efficiently.
- Maintained detailed documentation of support interactions, ensuring valuable insights are preserved for future reference and analysis.
- Managed high-priority tickets with professionalism, ensuring timely resolutions while maintaining excellent rapport with clients.
- Collaborated with cross-functional teams to develop and implement effective support strategies.
- Tracked and documented customer interactions in customer relationship management system to maintain accurate records.
- Delivered exceptional remote support services by leveraging advanced diagnostic tools and methodologies.
- Utilized ticketing system to track customer requests and prioritize urgent needs.
- Developed and maintained knowledge base to assist in faster resolution of common issues.
- Reduced downtime by proactively identifying and addressing system vulnerabilities before they impacted users.
- Improved customer retention with empathetic and efficient handling of support cases.
Pharmacist Manager
Harleys Limited
01.2018 - 04.2020
- Promoted pharmacy services to patients and medical providers.
- Optimized workflow processes, resulting in increased efficiency and productivity within the pharmacy team.
- Kept prescription drugs and controlled substances safe and secure in pharmacy.
- Developed strong relationships with healthcare providers to optimize collaborative patient care.
- Ensured compliance with federal, state, and local regulations, maintaining impeccable pharmacy standards.
- Implemented inventory management strategies to minimize waste and maximize cost savings.
Education
Bachelor of Pharmacy - Pharmaceutical Medicine
University Of Nairobi
Nairobi, Nairobi Province, Kenya 04.2001 -
Skills
Customer service excellence
Time management
Customer relationship management (CRM)
Ticket management
Problem-solving
Product knowledge
Customer response
CRM software
Team collaboration
Social media support
Empathy and patience
References
Aleksander Volkov
email: aleksandr.volkov@gameteq.com
phone: +79284160669 (Telegram, Whatsapp)
Timeline
Customer Support Specialist
GAMETEQ
10.2022 - Current
Pharmacist Manager
Harleys Limited
01.2018 - 04.2020
Customer Support Specialist
Plarium
03.2017 - 10.2022
Bachelor of Pharmacy - Pharmaceutical Medicine
University Of Nairobi
04.2001 -