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Open to Permanent
Open to Permanent

Owais Malik

Customer Service Engineer
About

With extensive luxury retail customer service experience, I excel in enhancing client experiences with effective communication and empathy. Skilled in handling VIP clients, I adapt swiftly to fast-paced environments, ensuring personalised and exceptional service tailored to each customer's unique needs.

Previous Brands
Louis Vuitton Moet Hennessy
Michael Kors
Kurt Geiger
NHS
John Lewis Partnership
Royal British Legion
Fujitsu, Marks and Spencer
HB Borough
Work Experience
2/3 Engineer (Customer Services)
May ‘18 - Now
Louis Vuitton Moet Hennessy

PC (Designer / Head office) Level 2/3 Engineer (Customer Services) • Providing 1 st, 2nd & 3rd line technical support to London head office and support for remote users in the EMEA Region. • Experience of VIP, VP and managerial customer services and support to the head office brands leadership and prioritize work accordingly. • Handling outbound and inbound calls. • Listening to customers, demonstrating understanding and empathy towards their situation, responding and questioning to fully establish the customer's circumstances. • Building rapport with customers and creating a positive customer experience. • Providing excellent customer service with a key focus on doing the right thing for each customer • the ability to work collaboratively and establish positive working relationships with internal and external stakeholders. • Experience of working within an administrative, customer service or Luxury retail setting.

Level 2 Engineer (Customer Services)
Jan ‘18 - May ‘18
Michael Kors

(Designer / Head office) Level 2 Engineer (Customer Services) • Diligent and conscientious in the accuracy of their work, excellent attention to detail towards their situation, responding and questioning to fully establish the customer's circumstances. • Providing end user support for the London office and support for remote users in the EMEA (Switzerland, Paris, Italy, Germany), and integrate with the US Head-office. VIP Support – In person, providing desktop support for Directors VP's within MK. • Service Now Ticketing system- raised tickets and help implement widgets. • Listen to each customer as an individual, to understand their circumstances and deliver solutions that meet their needs

2nd Line Engineer / (Customer Services)
Jul ‘17 - Dec ‘17
Kurt Geiger

(Designer / Head office) 2nd Line Engineer / (Customer Services) • Communicate and co-ordinate with customers, 3rd parties and internal departments. • Be the first point of contact for a discrete group of VIP and VP's • Set-up and configuration of laptops and desktop PCs and maintaining with corporate procedures • VIP Support – In person, providing desktop support for Directors and users within KG • Maintained Software updates for Ensuring updates are installed and vulnerabilities are addressed in a timely manner. • Identifying vulnerable customers and adapting approach, providing additional support when required • Handling escalated customer queries with empathy and integrity, logging accurately

IT Engineer (Customer Services)
Mar ‘16 - Jul ‘17
NHS

• Excellent team working skills and individual work ethic • An enthusiastic, positive attitude with a real desire to help others • Providing IT Customer support to all Staff member in the Surgery and Corporate Head office, assisting the users remotely using the Centra-Stage/10ZiG Manager Console tool / IVANTI Landesk. • Effectively prioritizing calls to ensure those that have greatest impact on the business are resolved first - understand who the 'VIP' and other special users. • Microsoft Office 2003, 2007- provide technical help for users based in VMware environment, Windows XP/Vista/7 - Day-to-day troubleshooting for Surgery users. • Supporting iPhones & iPads –Assisting users managing their password and provide technical help for smartphone users. • Microsoft Active Directory (2003/2008/2008 R2) task – Joiner\Leavers User Account Process of Corporate and Surgery (Non-Corporate) user accounts.

IT Engineer (Customer
Nov ‘15 - Mar ‘16
John Lewis Partnership

• Support the John Lewis branches providing IT support to all branches across UK • Support customer enquiries through both inbound and outbound calls, ensuring each customer has a great experience whether it's the first call of the day or the last • Maintain high professional standards at all times and abide by all regulatory requirements • Great listening and communication skills with the ability to respond with empathy • A mix of flexibility and resilience to deal with a variety of enquiries • Support ability to display clear and positive communication skills • Have to demonstrate ability to use own initiative and proven track record of having solved problems successfully

IT Engineer (Customer
Oct ‘15 - Nov ‘15
Royal British Legion

(Non-profit Organisation) IT Engineer (Customer Services) • Providing advice and logging and processing support issues via telephone or email whilst ensuring a high level of customer service • Remote access and management of customer premises equipment, by using the SCCM tool • To log & prioritize system & user support calls for the second line support team • Configuring / troubleshooting Windows phones for new and existing users • Maintaining users Citrix session and resetting user passwords for Office365 • Creating and administrating Microsoft Outlook Exchange email accounts • Collected and collated asset details for asset management, and Incident resolution via service desk tools or direct desk side engagement with the customer • Maintain effective working relationships with other support teams, other Head Office areas and external service providers

IT Engineer (Customer
Aug ‘15 - Oct ‘15
Fujitsu, Marks and Spencer

(IT service provider) IT Engineer (Customer Services) • Worked on the Marks & Spencer's Project Service providing global support to staff, suppliers and international supplier • Taking inbound calls from users with technical and customer services issues providing a high level of customer service to internal and external customers • To ensure all calls and tickets are raised with detailed information of user issues accurately on the Call Management system • Providing Citrix support for remote users (Staff & Suppliers). Resetting (AD) Network & Citrix passwords. Also Resetting RAS tokens for Citrix access • Respond efficiently to enquiries and effectively resolve any issues • Escalating any complex incidents to Third parties within company processes/SLA's • Evaluate and chase up escalations appropriately to ensure customer demands are met • Effectively log issues and ensure follow up and feedback with the end user • Providing Application support for business users, raise any concerns that may impact on local level and international level

IT Engineer
Oct ‘13 - Aug ‘15
HB Borough

(Corporate services) IT Engineer (Customer Services) Owais Malik • Provided first line support to HB staff, Ability to articulate technical information to a non technical audience • Incident resolution via service desk tools or direct desk side engagement with the customer • Processing of end user access requests new users, leavers, movers, shared drives • Follow up on outstanding calls and communicate with customers • Active Directory Task – Creating and deletion of user accounts, Removing and adding of users and devices to relevant AD groups • Collected and collated asset details for asset management I.E Laptops, iPhone and iPad • Management, ownership and follow-up of all calls logged by myself to ensure users are given an update on the status of the call • Working with IT specialists and business users to integrate new applications with existing access management processes and practices • Working directly with end users, providing status updates and troubleshooting access issues • Providing advice, direction and support to VIP users • Adhering to logical access management policies and procedures • Ability to work on my own initiative

Retail Experience
Retail Category
High street
Premium
Luxury
High-end luxury
Languages
English - Fluent
Hindi - Native
Arabic - Basic