Arbazkhan Pathan

Experience

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  Circle K

  Jul 2018 - Dec 2018

  Customer Service Representative

  • Greet customers warmly and assist them with any inquiries.• Provide information about products, services, and promotions.• Handle customer complaints or concerns professionally and efficiently.• Process customer transactions accurately using cash registers or other payment systems.• Provide correct change and issue receipts.• Maintain cash register drawer accuracy.• Have a good understanding of the products and services offered by Circle K.• Assist customers in finding products and making informed purchasing decisions.• Ensure shelves and displays are stocked and well-organized.• Monitor product expiration dates and remove expired items from shelves.• Monitor for and report any suspicious activities or theft.• Adhere to security and loss prevention procedures.• Follow company policies and procedures, including safety and compliance guidelines.• Adhere to health and safety regulations.• Maintain accurate records of transactions and inventory.• Complete required paperwork or documentation.• Inform customers about current promotions, discounts, and loyalty programs.• Encourage additional purchases when appropriate.• Communicate effectively with customers and colleagues.• Relay important information to management as needed.• Adapt to changes in store procedures, promotions, or products.• Handle various tasks simultaneously during busy periods. Show less

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  Shell

  Jan 2020 - May 2020

  Customer Service Representative

  • Provide accurate and timely information about Shell products, services, and promotions.• Resolve customer issues and complaints in a professional and efficient manner.• Maintain a thorough understanding of Shell's products, services, and promotional offers.• Stay informed about changes, updates, and improvements in Shell's offerings.• Handle billing inquiries and provide information on payment processes.• Provide basic technical support for Shell products, services, and digital platforms.• Assist customers with account-related tasks, such as updating personal information and preferences.• Identify opportunities to cross-sell or upsell Shell products and services.• Provide assistance and information during emergency situations, such as fuel shortages or adverse weather conditions affecting services.• Engage in ongoing training to enhance customer service skills. Show less

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  Concentrix

  Aug 2020 - now

  • Serve as the primary point of contact for new employees (20 to 23) during onboarding.• Assist with paperwork, file submissions, and provide support in MS Word, Excel, and SharePoint.• Support various hardware, including MacBook, Windows devices, printers, iOS/Android devices.• Ensure proper functionality of hardware on the network.• Act as an administrator to grant access to users for different software and shared files.• Provide support for users experiencing issues with VPN, Intune, Windows Server, and O365.• Organize folders and files in the database, categorizing them based on classes and employees.• Manage the daily payroll for 20 to 23 employees.• Teach employees how to handle inbound phone calls from customers.• Provide training on troubleshooting and resolving advanced technical issues.• Generate daily and weekly reports on class performance for relevant teams.• Troubleshoot and qualify cases before escalating to System and Network Administrators.• Collaborate on overall engagement between Support and Concentrix IT Help desk. Show less • Transfer knowledge and skills to mentees or team members.• Offer insights and advice based on experience in the field.• Develop and implement training materials and programs.• Facilitate learning experiences for individuals or groups.• Provide assistance and encouragement to individuals or teams.• Act as a mentor, offering guidance and advice for career and skill development.• Help individuals or teams overcome challenges and find effective solutions.• Keep abreast of industry trends, best practices, and emerging technologies.• Disseminate information on relevant developments within the field.• Clearly convey complex concepts and information to others.• Offer constructive feedback to help individuals improve and grow.• Create and maintain documentation to support learning and development efforts.• Assess the progress and performance of individuals or teams.• Foster relationships within the industry to stay informed and enhance opportunities for collaboration.• Adapt to changes in technology, methodologies, or industry standards.• Take on new responsibilities and challenges to promote personal and professional growth. Show less • Assist external users of the client's technical products or services.• Identify, investigate, research, and provide resolutions to user questions and problems.• Provide support to more than 10,000 employees throughout shifts via chat.• Offer coaching when needed, particularly with Tier 1 and Tier 2 support staff.• Set department goals in alignment with overall organizational objectives.• Adhere to and enforce departmental policies and procedures.• Identify challenges within the department, formulate effective solutions, and implement them to achieve successful outcomes.• Proactively identify challenges and issues within the support structure.• Develop and implement effective solutions to address identified problems.• Foster open communication within the team and with external users.• Generate reports on departmental performance, including key metrics and achievements. Show less • Manage administrative server functions, including backups, upgrades, recovery, and disk space management.• Create and manage peer-to-peer (P2P) application patches.• Monitor and implement updates to ensure the security and functionality of applications.• Monitor business applications remotely using remote desktop tools.• Locate root causes of technical errors and implement prompt solutions.• Access and document procedures, tools, and manuals to provide support for company-supplied hardware and equipment.• Perform troubleshooting techniques over the phone or via web messenger to identify and resolve issues.• Provide remote assistance to end-users to address technical problems.• Maintain updated knowledge of company products and services.• Use this knowledge to provide better customer support and service solutions. Show less

  • Technical Support Trainer

    Apr 2022 - now

  • Mentor/SME

    Aug 2021 - Apr 2022

  • Senior Technical Advisor

    May 2021 - Apr 2022

  • Technical Support Specialist

    Aug 2020 - May 2021