Fatima Raza
Fairfax
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Tier 2 Technical Support Specialist
ParishSOFT
01.2023 - Current
- Performed technical troubleshooting and diagnosis, software installation and information gathering to keep infrastructure operational.
- Led initiatives to update internal knowledge bases with relevant information on emerging technologies, trends, or tools that impacted the role of a Technical Support Specialist positively.
- Prepared test plans and coordinated testing for upgrades, decreasing system downtime by 30%.
- Utilized Power BI, SQL, and Excel to gather, analyze, and present data through interactive dashboards and reports, providing actionable insights for stakeholders.
- Reviewed user requests for system modifications, process improvements, and report requirements, recommending solutions to increase in operational efficiency.
Customer Service Representative
ParishSOFT
08.2021 - 01.2023
- Provided customer support via Zendesk, achieving a 95% on-time resolution rate, while managing stakeholder requests and gathering business requirements for product improvements.
- Exceeded customer service metrics, with a 1-hour response time, 92% customer satisfaction, and 85% first-call resolution, identifying areas for operational improvement.
- Supported 14,000 churches, enhancing software utilization and translating user feedback into actionable business requirements.
- Contributed to team meetings, sharing insights and collaborating on solutions, improving productivity and recommending process improvements.
- Ensured timely issue resolution or escalation by collaborating with network services, software engineers, and application developers.
- Documented request history and actions in ZenDesk ticketing and inventory systems.
Operations Associate
Galaria Plastic Surgery and Derm
01.2020 - 08.2021
- Fostered strong client-technical team relationships, driving 20% higher client satisfaction and 10 process improvement initiatives.
- Negotiated agreements with a 15% higher contract closure rate, showcasing strong communication and negotiation skills.
- Oversaw daily operations with 95% task completion on time, ensuring policy adherence and efficiency.
Education
B.S. in Management Information Systems -
George Mason University
Fairfax, VA05.2022
Skills
- Process Management
- Scrum Framework
- Application support
- Agile Methodologies
- Collaboration
- Teams
- Network Troubleshooting
- Azure services
- User Acceptance Testing
- Business Process Analysis
- SQL Proficiency
- Software Installation
- Technical Support
Websites
Certification
Certified Scrum Master, Scrum Alliance
Technical Proficiencies
Programming Languages:
Manual/Automatic Software Testing | SQL | HTML
Applications:
Microsoft Office Suite | PowerBI | Azure DevOps | SharePoint
Tools:
Active Directory | Remote Desktop | O365 Admin Console | Service Now | Excel
Timeline
Tier 2 Technical Support Specialist
ParishSOFT
01.2023 - Current
Customer Service Representative
ParishSOFT
08.2021 - 01.2023
Operations Associate
Galaria Plastic Surgery and Derm
01.2020 - 08.2021
B.S. in Management Information Systems -
George Mason University
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