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Aleeza Tabassum

@aleezatabassum

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Results-driven Technical Support Associate with a passion for customer success.

India

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What I'm looking for

I am looking for a role in a dynamic environment that values customer satisfaction and offers opportunities for professional growth.

As a dedicated Customer Success Analyst with over two years of experience at Kyndryl/IBM, I have consistently delivered exceptional results, achieving a customer satisfaction score of over 95%. My role involved resolving more than 500 technical issues monthly for clients across North America, EMEA, and APAC, utilizing my strong troubleshooting skills and a client-first approach.

My commitment to excellence has been recognized by management, as I maintained a top 10% ranking in customer satisfaction within my team. I take pride in mentoring new hires, having reduced their onboarding time by 30% through the development of a simplified troubleshooting guide and personalized training sessions. I thrive in fast-paced environments and am eager to contribute my problem-solving agility to a forward-thinking team.

Experience

Work history, roles, and key accomplishments

Technical Support Associate

Kyndryl India Pvt. Ltd.

Sep 2021 - Nov 2023 (2 years 2 months)

Delivered exceptional technical support as a Technical Support Associate, resolving over 500 technical issues monthly for clients across multiple regions. Maintained a 95% customer satisfaction score and reduced onboarding time for new hires by 30% through effective training and resource creation.

ServiceNow Zendesk Active Directory VPN SaaS

Education

Degrees, certifications, and relevant coursework

Integral University

Bachelor of Technology, Civil Engineering

2019 - 2023

Grade: 7.54 CGPI

Completed a Bachelor of Technology in Civil Engineering with a CGPI of 7.54, achieving First Division. Developed strong analytical and problem-solving skills through rigorous coursework and practical applications.