Mahjarul Alam
Tallinn
Summary
Tech-savvy customer support professional with experience in both customer service and software testing. Skilled in resolving complex issues, guiding users through features, and ensuring accurate documentation across ticketing systems. My background combines strong problem-solving and analytical skills with empathetic communication and a customer-first mindset. Experienced in collaborating with cross-functional teams, I thrive in fast-paced B2B and SaaS environments, adapting quickly to new tools and continuously contributing to process improvements.
Overview
3
3
years of professional experience
Work History
Customer Support Specialist
Alhamdulliah OÜ
12.2023 - Current
- Deliver customer support across email, chat, and phone, resolving logistics-related inquiries with empathy and professionalism
- Achieve strong results in resolution time, quality, and customer satisfaction by applying problem-solving skills and clear communication
- Escalate complex delivery and technical issues to internal teams, following up to ensure timely solutions and positive customer outcomes
- Maintain accurate case history in ticketing systems while upholding data security and privacy standards
- Collaborate with colleagues to share insights, improve workflows, and contribute to internal documentation for recurring issues
Software Test Engineer Trainee
ABB
02.2023 - 02.2024
- Conducted software testing and quality assurance to identify and report bugs, ensuring products met functional and performance standards.
- Collaborated in Agile teams to plan, execute, and review test cases, improving development workflows and efficiency.
- Applied analytical and problem-solving skills to troubleshoot issues and recommend effective solutions.
- Maintained accurate documentation of test results and supported compliance with data and process standards.
- Assisted in process improvements and knowledge sharing within the team to enhance overall product quality.
Education
Bachelor of Science - Software Development And Entrepreneurship
Estonian Entrepreneurship University of Applied Sciences
Tallinn12-2023
Skills
- Strategic problem analysis
- Data-driven decision making
- Empathetic Communication
- Strong focus on accuracy
- Ownership & Accountability
- Data Security & Privacy Compliance
- Adaptability & Flexibility
- Collaboration & Knowledge Sharing
- Technical Proficiency
- Continuous Improvement
Timeline
Customer Support Specialist
Alhamdulliah OÜ
12.2023 - Current
Software Test Engineer Trainee
ABB
02.2023 - 02.2024
Bachelor of Science - Software Development And Entrepreneurship
Estonian Entrepreneurship University of Applied Sciences
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