Soha Isaatafreshi

Experience

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  Metra Consultant Engineers Co., Iran

  Jan 2003 - Jan 2004

  Digital content Editor, office Administrator

  • Assisted in conducting initial research for various IT-based projects.• Provided support in documenting the projects.• Helped test and troubleshoot newly completed projects.• Documented issues and corresponding solutions for both completed and ongoing projects.• Conducted testing on newly implemented organizational software applications and maintained an error log.• Provided training to users on working with newly implemented software and systems.• Conducted presentations to stakeholders and coordinated different teams throughout project execution. Show less

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  Municipality of Tehran

  Jan 2004 - Jan 2014

  • Provided efficient support to employees by responding promptly to phone calls, emails, and in-person requests.• Instructed and trained end-users to improve their computer literacy.• Identified and implemented solutions based on the knowledge base to address technical issues.• Offered necessary advice and training to users in response to their technical difficulties.• Documented the problems encountered and the corresponding solutions.• Conducted testing on newly implemented organizational software applications and created error logs.• Trained end-users to work with newly implemented software and systems.• Installed software, configured, and tested customer PCs, and analyzed the functionality of peripheral devices. Show less

  • Incident Manager

    Jan 2008 - Jan 2014

  • Help Desk Specialist

    Jan 2004 - Jul 2008
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  Soha Photography

  Jan 2014 - Jan 2017

  Freelance Photographer, retoucher

  Aside from my full time day jobs, I've been working as a freelance photographer mainly working in my home-based studio and doing portrait photography

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  Olly Fresco’s

  Sept 2017 - Nov 2017

  Cashier and store supervisor

  • Trained new employees.• Developed highly empathetic client relationships and earned a reputation for exceeding sales goals.• Managed quality communication, customer support and product representation for each client.• Supervised other cashiers to assure high sales and accurate end of day cashier balance.

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  SSENSE

  Dec 2017 - Jun 2018

  Warehouse Clerk

  • maintained the highest number of daily order processing.• Processed, packaged and shipped orders accurately.• Organized stocks and maintained inventory.

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  Sherweb

  Jun 2018 - now

  • Train, coach and coordinate a team of at least 15 senior technical advisors/ POD Leads or advanced support HD and Escalation engineers. • Foster team knowledge and growth, set career advancement goals, and conduct weekly one-on-one sessions with each team member• Maintain and surpass individual team metrics and use results to help develop individuals and improve team performance.• Create, initiate, improve, and implement customer support processes to enhance customer satisfaction and maintain/ surpass the team's KPI• Facilitate and coordinate various Lines of Business (LOBs) to collaborate in creating and implementing new internal policies across the entire organization.• Develop and update customer support policies and actively encourage their implementation.• Keep the team informed about any new product information, procedures, and industry trends.• Analyze support statistics and generate comprehensive reports based on the findings.• Conduct interviews and recruit new support representatives.• Supervise and assess the ongoing training initiatives for the team.• Conduct performance evaluations and adhere to the disciplinary process in line with company policies.• Manage escalated support tickets and oversee incidents to ensure compliance with service level agreements (SLAs).• Collaborate with management to strategize and execute change management processes.• Foresee and deliver technical training as required. Show less • Coached and provided support to a team of 10-15 M365 support representatives.• Offered technical guidance and assistance to the team of M365 support representatives.• Identified and successfully resolved complicated technical problems related to M365 products.• Ensured continuous improvement and surpassed performance levels for the team of technical advisors.• Maintained high-quality customer service by troubleshooting technical issues and managing escalated call-backs.• Actively monitored the evolution of technical cases and participated in their action plans.• Conducted 1:1 session with the frontline advisors to review their backlog and discuss case resolution.• Provided regular status feedback and valuable insights on the team's concerns, behavior, communication, and ticket handling.• Conducted technical training for the team as needed.• Kept up to date with industry best practices and technological advancements. Show less

  • Technical Support Team Lead

    Jun 2020 - now

  • M365 Pod Lead

    Mar 2019 - Jun 2020

  • Technical Support Advisor

    Jun 2018 - Mar 2019