Raheel Alam

Technical Client Support Specialist

mattersplus•  December 2022 - Present

Provided technical support for end-users and resolved escalated technical issues Troubleshot and resolved complex technical and application level issues, resulting in a 30% reduction in customer support costs Developed a comprehensive knowledge base of application-related issues, enabling faster resolution times for customers and reduced technical support Created analytic dashboards to visually represent key business metrics in real-time, allowing for quick and informed decision-making by stakeholders Established a rapport with customers and provided exceptional service that resulted in a 30% increase in customer loyalty

Complaints & Community Manager

onto•  August 2021 - June 2022

Responsible for solely managing the Onto community forum and interacting with customers Building, maintaining and nurturing relationships with the Onto Community Reduced customer complaints by 55% in 6 months, in line with BVRLA and FCA regulations, resulting in improved customer satisfaction.

QA

Computer Science & Engineering, Level 4•  May 2022 - November 2022

Cloud DevOps Level 4 in Computer Engineering QA Ltd

Rutgers, The State University of New Jersey

Business Administration, BS•  January 2003 - January 2007

Bachelor of Business Administration - BBA in Business Administration and Management, General Rutgers University - New Brunswick, NJ, USA