Nareena Hussain
Customer Support Manager @Causeway Technologies
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WORK HISTORY
Customer Support Manager @Causeway Technologies
KEY ACHIEVEMENTS • Promotion through nomination by Technical Director in recognition for ownership, analytical and problem-solving skills; and am currently leading team of >15 providing Tier 1, 2 and 3 support across daily operations and projects within customer base focused on achieving service delivery targets across solutions; continuously training and developing team into high-performing leaders. • Provided support to external customers/users on hosted and on-premise services, aligned to customer needs’ of independent or co-dependent operating models for ensuring optimal service standards and on-going support through triage across 1st to 3rd line support and handover to Professional Services, Engineering or Account Management functions where appropriate. • Maintained company competitiveness within sector by developing robust continuous improvement plans via strong analytical skills showcased through process review and trend evaluation, working together cross-function • Renowned for delivering changes and results across processes, reporting, employee management, tools, training. • Improved service standards by providing a personal service and prioritising delivery standards across the unit; continually gathering feedback to refine customer resolution processes, and technical support procedures. • Exceeded customer support performance targets via effective reviewing of customer journeys, quality assurance, and improved satisfaction levels; reporting to C-Level & Board Level to enable informed decision making
EDUCATION
Edinburgh Business School, Heriot-Watt University
Master of Arts - MA
ABOUT NAREENA HUSSAIN
Through the early understanding of my customer service and analytical skills, I have dedicated the entirety of my professional and career pursuits toward honing these capabilities, successfully setting up a career of over 17 years within IT, spanning across business analysis, application, production support and problem management; serving as a liaison for customers and clients alike. My experiences are across multiple sectors including Financial Services and Construction. My key qualities include my ability to lead and facilitate the entire issue resolution lifecycle, to spearhead initiatives delivering change within technical functions, and to exceed customers’ expectations via effective management of key accounts and issues. I hold skills that have been naturally progressive for me, such as identifying potential areas of improvements within existing processes, to lead cross-functional teams across daily business operations and major projects, and to work collaboratively across all levels including stakeholders and Boards. Delivering quality at pace, fostering a culture of feedback, transparency, inclusion and working together.
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