Azhar Khan
Auckland
Summary
Highly empathic Support Specialist effective at managing information, technical concerns and team member support needs with speed and efficiency. Self-directed and knowledgeable with excellent relationship building and critical thinking skills. Easily approachable and highly creative with a proficiency in finding unique solutions to complex problems. Bringing 2 years of experience working alongside the best performing support teams regionally.
Overview
15
15
years of professional experience
Work History
Support Specialist - Plus
Shopify
, Auckland
2022.05 - Current
- Demonstrated excellent communication skills in resolving merchant queries.
- Mentored new employees on procedures and policies to maximize team performance.
- Consistently collaborated with team members to ensure merchants received the highest level of support.
- Responded to merchant inquiries about hardware and software, explaining features and resolving questions.
- Maintained up-to-date knowledge of platform and product developments through reading and training.
- Consulted via telephone, emails and chats to understand merchant problems.
- Documented repair processes and helped streamline procedures for future technical support actions.
- Maintained composure and patience in face of difficult merchant interactions.
- Worked with escalated teams to deliver accurate information to merchants.
Support Advisor
Shopify
, Auckland
2021.05 - 2022.05
- Assisted merchants via live chat, email and phone services to resolve issues related to software and system use.
- Provided outstanding service to merchants by closely to concerns and developing solutions.
- Maintained knowledge of current promotions, new features, beneficial third party integrations, payment policies and security practices to assist the overall merchant experience.
- Escalated merchant concerns, issues and requirements to appropriate teams for immediate rectification when needed.
- Upheld privacy and security requirements for merchant information.
- Maintained positive working relationship with fellow staff and management.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
Retail Sales Assistant
Accent Group
Auckland
2020.12 - 2021.05
- Responsible for closing store, ensuring till is balanced, shop is presentable, and all relevant shift data is emailed to regional managers
- Recommend accessories and deliver details regarding latest promotions to increase sales
- Manage cash register operations using POS system, including processing sales and returns
- Drive sales by successfully employing strategies such as upselling and cross-selling
- Maintain title for highest conversion seller.
Service Designer /Marketing Assistant
O-Studio
Auckland, Christchurch
2019.07 - 2019.12
- Designed social and digital marketing strategies to align with business objectives
- Discerned expected target market through social media analytics
- Created accurate customer profiles which aided marketing decisions
- Established upcoming Digital Minimalism course through the use of service design blueprints.
Animal Technician /Lab Assistant
University of Auckland
Auckland
2016.02 - 2019.06
- Selected animals for breeding, applying knowledge of animals, genealogies, traits and desired offspring characteristics
- Provided direct care for animal patients in post-operative recovery, closely monitoring vital signs and progress
- Isolated animals with potential contagious diseases to reduce infection risks and monitor disease presentation
- Checked animals for injury and illness, writing notes regarding symptoms for veterinarian's review.
Administration Assistant /Builder
Ultimate Playgrounds
Auckland
2015.02 - 2016.12
- Created custom fort designs, addressing and meeting customer needs
- Consulted with design, building and engineering teams to discuss and resolve conflicts effectively
- Determined optimal construction requirements and site plans
- Excelled at admin roles, such as processing payments, managing emails, and accounting using Xero.
Wedding Decorator
Ace Event Decorators
Auckland
2009.02 - 2014.12
- Created professional presentations to creatively communicate design intent and direction
- Contributed to development, planning and completion of project initiatives
- Assisted clients successfully by choosing furnishings consistent with preferences and budget.
Education
BBA - Entrepreneurship / Innovation, Service Design
Auckland University of Technology
Auckland12.2019
Skills
- Emotional Intelligence / Empathy
- Independent judgement
- Problem Solving
- Exceptional context gathering
- Communication
- Multitasking and Prioritization
- Teamwork and Collaboration
- Collaborative Team Player
- Attention to Detail
- Issue and Resolution Tracking
- Organizational Skills
- Activity Planning
- Natural leadership
Timeline
Support Specialist - Plus
Shopify
2022.05 - Current
Support Advisor
Shopify
2021.05 - 2022.05
Retail Sales Assistant
Accent Group
2020.12 - 2021.05
Service Designer /Marketing Assistant
O-Studio
2019.07 - 2019.12
Animal Technician /Lab Assistant
University of Auckland
2016.02 - 2019.06
Administration Assistant /Builder
Ultimate Playgrounds
2015.02 - 2016.12
Wedding Decorator
Ace Event Decorators
2009.02 - 2014.12
BBA - Entrepreneurship / Innovation, Service Design
Auckland University of Technology
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