Customer Service Project Manager

Mobile: +1-669-***-**** Adil Ahmed

E-mail: ****.******@*****.***

PROFESSIONAL PROFILE

Over all nearly 9 years and of experience in Client Servicing in the IT Sector, Team Lead, Support Executive and Marketing & Sales

Currently working as Team Lead, reporting to Project manager and directly working with Client.

Associated with Zensar Technologies Ltd, as Team Lead working on BMC Remedy CUCM,MS Access, MS Outlook, Remedy, CTM,, ETMS, EMDB and Business Object,

Displayed proficiency in Post Implementation support and coordinating with team members for achieving the targets.

Analyzing the information, evaluating end-user requirements, troubleshooting and Imparting training to the end-user.

Exceptional communication & relationship management skills coupled with analytical skills.

AREAS OF EXPERTISE / EXPOSURE

Project Management

Planning for project activities involving Coordinating, Tracking & Pre & Post Implementation support.

Team mentoring, deployment, Maintenance and monitoring.

Assisting internal users and technical teams to define and refine policies and supporting operational processes.

Processing Entitlement reports.

Relationship Management

Providing pre-sales support to the sales team and giving product demonstration and presentations.

Meeting deadlines and TAT without compromising quality norms and adhering to SLA.

Understanding and coordinating client’s needs / enhancements, customization, software-related issue of clients to provide solutions in adherence to delivery schedules.

Imparting trainings to the end-users.

People Management

Resource and Talent Planning: Maintaining utilization levels maintaining buffers attrition retention as well as career planning

Setting KRA’s and performance review: Setting up goals for Assistant team leads/ Associates.

Reviewing performance and providing feedback as per the governance.

Training Needs: Identifying training needs for the team and ensuring the same is been fulfilled through various training and certifications rolled out by the organization.

Process Management:

SLA Governance : Ensuring 100% compliance to all the SLAs set up by the client

Compliance to Governance set up both at client level & organization level

Client Interaction & Engagement.

Ensure Process compliance & periodically updated SOP changes as required to ensure adherence to process steps

Process Reengineering - Diagnoses the gaps in the existing process & identify opportunities for the improvements and implement the re-engineering initiatives

EXPERIENCE DETAILS

Feb 2015 Zensar Technologies Ltd. Till Date Team Lead

Key projects handled during the tenure:

Cisco Data Ops

Client Cisco Systems Inc

Team Size 20 Personnel

Details: The Cisco Data Ops team is involved in creating and updating the discounts services pricing. Pricing and creating new NPI requests for cisco products. The main reason and function of this team is to make sure the order’s which are on hold or cannot be placed due to any of the pricing discrepancy. CDOS team analyses and make sure the issue is resolved and the order is processed and the customer gets the services and discounts accordingly. As per the strategies decided by the product owner. In NPI making the sustaining changes and setting up rules and configurations for New Product launch and existing product.

Worked As HR recruiter in Zensar Technologies.

Responsibilities. September 2010 till Dec 2011. Recruiting For BPO Transaction Process, International Voice and non Voice.

Handling end to end Recruitment cycle.

Analyzing requirements, sourcing and short listing candidates according the process requirements.

Pre-screening candidates by assessing their Technical skills, communication, Salary Expectations and presenting suitable candidates based on the Requirement

Identifying the right candidates by searching Job Portals-Monster, Naukri and Internal database, and referrals and through consultants.

Scheduling candidates for the interviews, do reference check and conducting telephonic interview.

Communicating with the Short listed candidates for Interview Scheduling and follow up with offered candidates; confirm their date of joining, convincing on Location, Onsite Travel etc and taking feedback from clients and candidates.

Sending the Daily & weekly recruitment report to the Head of recruitment

Completing Joining formalities.

April 08 Zensar Technologies Ltd. Dec 2014 Team Lead

TelePresence

Client: Cisco Systems, Inc. 1st April 2008- Dec 2014

Team Size: 11 Personnel

Details: The Cisco TelePresence Meeting solution creates a live, "face-to-face" meeting experience over the network empowering users to interact and collaborate like never before. Face to face meetings which add a level of personal touch and good will during relationship building. It results in reduced travel costs, and improved customer engagements. It can be used to share a presentation as well as any other document/ application on the computer with individuals at the other TelePresence location by following some instructions. Technology is invisible to the user and placing a TelePresence call is extremely simple just press a button. Handling a team of 10 associates and reporting to Project Manager and Client. Involved in quarterly Ops Review and Client Interaction.

Tools used BMC Remedy, Business Object, Network Analysis, Conflict Resolution, Project Management, Client Interaction, Process Handling and Documentation, Remedy7, Operational Portal, MS Office Suite, MS Exchange, VISIO, CTM (Cisco Telepresence Manager), EDB, TMS (Tandberg Management Suit), TP Server, CUCM, EMAN, CRM, and QoS Applications.

Worked on BMC Remedy tool and TMS Tandberg Management Suit. Latest version (BMC7) with Cisco Systems @ ZENSAR Technologies.

Cisco Video endpoints like EX90, MX200, MX300, SX10 C40, C60, Tandberg collaboration rooms MX800 Dual Screen,TX9000 &TX9200.

Since Nov 06 Zensar Technologies Ltd. Senior. Customer Service Executive

Worked as a Sr. Customer Service Executive for a U.S. & U.K. Process. They were purely hardcore Outbound Sales Process where I had to sell Land Line Phone Tariffs.

Worked as Assistant Team Lead for 14 months for Voice Profile managing 40 associates. Jan 2007- March 2008.

Imparted training program to the new joiners.

1st Dec 2007 to 18th Febst 2008 Ireland Sr. Customer Service Executive

Worked onsite with client for 3 three months at Interaction Clonakilty County Cork.

EDUCATIONAL CREDENTIALS

Masters of Business Administration

In HR and Operations (24th March 2009)

National Institute of Management (UAKS) Affiliated

Bachelor In Business Management

Gulbarga University Gulbarga (April 2005)

H.S.C. from Bangalore board (October 2001)

S.S.C. Bangalore Board (March 1999)

SKILL PROFILE

Work Shop Attended

Personality development : Mr.George Judah Ex-Director of Symbiosis College of Management Pune.

Human Resource Management : Dr-Ved Prakash Vice President Tata Coffee Mangalore

ACHIVEMENTS

Was awarded with Best Performer award for the quarter March 2007 and 2010 in CISCO.

PERSONAL DETAILS

Languages Known : English, Hindi, Kannada & Urdu.

Address : 1895 N Capitol Ave

Apt G 2497

San Jose 95132

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