Wali Khan

About

Currently pursuing a Bachelor of Arts in Social Sciences with a Minor in Economics at Brock University, I have developed a strong foundation in analytical and communication skills. My professional journey includes diverse roles, such as a Technical Advisor at Concentrix, where I resolved complex customer issues efficiently, achieving a satisfaction rating of over 90%. As an Accounts Admin at Accounting Technologys Pro Inc., I enhanced data management processes, improving efficiency by 20%. My experience as a Customer Care Executive at MANTECH OFFICE SYSTEMS W.L.L. involved boosting customer satisfaction by 15% through effective feedback analysis. I also interned at Commercial Bank, contributing to a 34% increase in customer satisfaction through market data analysis. Additionally, as a Tele Caller at Kompass International Trading Co. WLL, I increased sales revenue by 15% through strategic cold calling. My educational and professional experiences have equipped me with the skills to excel in dynamic environments.

Experience

• Technical Advisor · Concentrix08-01-2023 – 01-01-2024

  Provided technical assistance to 1500+ customers over the phone, resolving an average of 30 customer issues per day with a satisfaction rating of over 90%. Resolved complicated and complex technical issues for customers within an average of 10-15 minutes, surpassing company targets. Analyzed customer dashboards and knowledge base to identify trends and patterns, utilized active listening and effective communication skills to guide customers through complex troubleshooting steps, which resulted in a 10% decrease in support tickets, as well as a 70-80% decrease in escalations to higher level support teams.

• Accounts Admin · Accounting Technologys Pro Inc.09-01-2022 – 02-01-2023

  Streamlined data management and filing processes, reducing errors by 15% and improving efficiency by 20%. Conducted regular account reconciliations for over 100 clients, ensuring accuracy and timely resolution of discrepancies, resulting in a client satisfaction rate of 95%. Managed website contents, including product descriptions and images, resulting in a 10% increase in online sales through improved customer engagement.

• Customer Care Executive · MANTECH OFFICE SYSTEMS W.L.L.09-01-2020 – 08-01-2021

  Conducted surveys and analyzed customer feedback monthly, resulting in an improved customer satisfaction score by 15% for the company's top-selling product. Closed sales with over 200 customers by providing extensive product knowledge and personalized recommendations. Maintained accurate records of over 100 customer interactions per month, ensuring efficient follow-up and resolution of all issues while achieving a record-high average response time of under 24 hours.

• Bank Intern · Commercial Bank07-01-2019 – 08-01-2019

  Maintained accurate records of all financial transactions, including deposits and withdrawals, resulting in a 98% error-free documentation rate. Analyzed market data and individual financial situations to provide actionable insights, contributing to a 34% increase in customer satisfaction. Established positive rapport with stakeholders and decision-makers through effective communication and exceptional customer service, leading to a 22% increase in repeat business.

• Tele Caller · Kompass International Trading Co. WLL03-01-2019 – 06-01-2019

  Increased sales revenue by 15% through successful cold calling to advertise company merchandise. Assigned customer queries to concerned sales team executives resulting in a 20% reduction in query resolution time and an improved customer experience. Conducted after-sales calls to obtain feedback, resulting in a 30% increase in customer satisfaction and repeat business.

Education

• Brock UniversityBachelor of Arts - BA, Social Sciences with Minor in Economics
• The International School of Choueifat - DohaHigh School Diploma
• The International School of Choueifat DubaiPrimary School

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