Hassan Aljadi
Account Management Executive | Technical Support Specialist
Summary
Dynamic Account Management Executive with a proven track record at Foodics, excelling in operations management and customer relations. Expert in problem-solving and data entry, I consistently enhanced client satisfaction and retention through tailored solutions and proactive communication, driving significant revenue growth while empowering clients with comprehensive training and support.
Overview
2
2
years of professional experience
3
3
Certifications
2
2
Languages
Work History
Account Management Executive
Foodics
02.2024 - 05.2024
- Managed end-to-end client onboarding and post-sales operations to ensure a seamless and engaging experience with company solutions.
- Maintained proactive communication with clients, addressing inquiries and resolving issues to consistently exceed customer expectations.
- Delivered timely product updates and recommendations tailored to each client's business goals, contributing to increased client revenue.
- Entered and structured client data—including menus, recipes, and raw materials—into the system to streamline setup and daily operations.
- Planned and led personalized training sessions and review meetings to empower clients in leveraging the full potential of the platform.
- Handled subscription lifecycle management, including plan adjustments and promotional offers, to maximize client retention and satisfaction.
- Communicated with customers and vendors positively with particular attention to problem resolution.
- Identified trends in customer marketplaces to develop valuable solutions.
Senior Technical Support Specialist
Foodics
01.2023 - 02.2024
- Assisted customers with troubleshooting issues encountered while using hardware or software, providing actionable tips to resolve problems.
- Prepared references for users by writing clear operating instructions.
- Gathered pertinent data, identified and evaluated options and recommended effective course of action to solve issue.
- Served as a subject matter expert, assisting colleagues with resolving difficult cases and sharing valuable insights.
- Managed high-volume support tickets, ensuring timely resolution and maintaining client trust.
- Collaborated with cross-functional teams to identify root causes of recurring issues and implement permanent fixes.
- Mentored junior technicians, helping them develop their problem-solving skills and technical expertise.
- Delivered multi-channel customer support (email, live chat, WhatsApp, and phone calls) through full integration with Zendesk to streamline ticketing and ensure organized case management.
- Conducted comprehensive troubleshooting for both technical system issues and administrative subscription-related inquiries across various service packages.
- Utilized remote support tools like AnyDesk to assist clients in real-time, ensuring quick and effective resolution of complex technical problems.
- Used Zoho to access customer accounts and service details for accurate issue resolution and reporting.
- Communicated internally using Slack to coordinate with various departments and ensure efficient collaboration.
- Acted as a liaison between customers and internal departments, coordinating issue resolution and following up to guarantee complete customer satisfaction.
- Supervised a team of support agents, providing ongoing guidance, coaching, and quality assurance in handling client interactions.
- Designed and delivered online training sessions for customers to enhance their understanding and usage of company services.
Technical Support Specialist
Foodics
12.2021 - 01.2023
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Trained new hires on technical support procedures, contributing to overall team success and performance improvement.
- Resolved over 50 technical support inquiries per day.
- Improved customer satisfaction by efficiently resolving technical issues and providing timely support.
- Provided customer support across multiple channels (email, live chat, WhatsApp, and phone calls) using Zendesk for organized ticket management.
- Performed detailed troubleshooting for system-related technical issues and administrative concerns regarding subscription plans.
Education
Bachelor's Degree in Computer Information Systems - Computer Information Systems
King Faisal University
Al Hufuf, Saudi Arabia 04.2001 -
Skills
Operations management
Corporate communications
Staff training
Customer service
Problem-solving
Active listening
Product knowledge
Adaptability and flexibility
Complaint resolution
Data entry
Call center experience
Customer relations
Decision-making
Certification
Client Relations
Timeline
Account Management Executive
Foodics
02.2024 - 05.2024
Senior Technical Support Specialist
Foodics
01.2023 - 02.2024
Team Engagement
01-2022
Technical Support Specialist
Foodics
12.2021 - 01.2023
Client Relations
11-2021
Excel Basics
11-2021
Bachelor's Degree in Computer Information Systems - Computer Information Systems
King Faisal University
04.2001 -