Customer Service Representative
Resume:
Muheebur Rehman
Customer Support/Client Deliverables
(Visa: Green Card “EAD”)
Summary
An extremely motivated, competent, experienced Client support specialist / Talent Acquisition challenged daily in astutely supporting a corporation to shape their future by attracting and employing exceptionally skilled on IT and Network Infrastructure societies. I strategically and proactively recruited/lead in support of the U.S clients representing high volume requirements and creatively Account Management in each complex and critical program aligned.
Experience Synopsis
I have years of experience in customer support and full life cycle Client support expertise with both staffing and management with experience in corporate and agency resourcing environment, and business practices.
I am accomplished in leading the Development of Successful client relation Initiatives.
I have done various Quantitative and qualitative metrics measuring process that yield 99% success rate of candidate placements with end client
Recent Work Experience
LTI
Customer Support / Business Management (“May 2022” – Dec 2023”)
Responsibilities:
Manages Customer support and business needs and interaction with project members along with solution of various risk involved.
Created the best practices of finding talents on IT and Network Infrastructure to in-house products and for client’s proposal.
Communicate more effectively on Sales and Proposal Management with customer.
Sets and manages Project and client expectations including budgets, targets, work plans Etc...
Develops and documenting all lasting relationships with client personnel that foster client ties.
Communicates effectively with Client Managers to identify needs and evaluate alternative business solutions
Joining the client information with On-site and Off-Site resources of Scrum Technologies.
Continually seeks prospects to increase satisfaction and deepen client relationships along with monitoring progression of work plans and process.
Builds a knowledge base of each client's business, organization and objectives.
Expertise to develop an effective workforce plan/strategy and collaborate with talent acquisition to translate the requirements into an executable plan.
Performing Technical training for on-boarding process with the client
Teksystems
Customer Support / Business Acquisition Manager (“July 2021” – “May 2022”)
Responsibilities:
Developed/Retained new customer relationships and managed quality contract workers along with creating work instructions and developed training materials.
Created and maintained work/requisition instructions in various technologies of Java, Adobe, Quality Assurance, .Net and Cisco Suite of Products etc.,
I led the employer's workforce—recruitment, hiring, training, employee benefits, compensation, job enrichment, relocation, performance, termination, and outplacement
Besides technologies of Adobe and Java I have held heavy interactions/deliverables in various other technical positions of Enterprise Architects, Database Administrators, Data Warehouse, Business Intelligence, ESM Engineers, ECM, Software Engineers, QA Analyst, Test Engineers, ERP Programmers/Analysts, Project Managers, Internet/Web Architects and Web Application Programmers
Led the team for recruiting, interviewing, selection and on boarding of new contractors
Deluxe Corp (“Mar 2021” – “July 2021”)
Client support Relationship manager / Talent Acquisition
Responsibilities:
Delivered a full lifecycle of quality business Team of IT Skilled professionals towards the client location supporting temporary, temp-to-hire and direct hire staffing of qualified sources on skills in Web Development, Java, Oracle, UX/UI Designing etc...
Managed Project /Process improvement initiatives in the areas of client interaction deliverables and technology of Open Source engineers in areas such as Linux Sys Admins, MySQL, PHP, SQL, Oracle DBA & Architect
Strategic planning and implementation of talent acquisition program for new division of IT Industry
Proven success in crafting business strategy and translating into executable plans
Responsibilities include learning, designing, delivering, evaluating and continuously improving the enterprise-wide early career talent acquisition and talent management strategy.
Delivery of qualified technical and business talent for various multi-national corps (Cap Gemini, Philips, Disney Etc…)
Experienced in delivering results through collaboration across functional areas
Attended networking events, professional association meetings, and mixers to network for passive technical talent
Partnered with the Higher Management in streamlining on-boarding processes by recommending usage of CRM/ATS software to track the sourcing team's activities
Identified clients from a variety of different sources in a variety of technology areas.
ITA America (“Aug 2015” – “Feb 2021”)
Customer support Lead / Talent Acquisition Specialist
Responsibilities:
Led Deliverables with client’s (United Health Group) account on their SAS technology
Was heavily involved in Meeting planning, scheduling, and facilitation of clients requisitions on regular basis which involved the process flow of SAS
Maintained clients by facilitating, scheduling, and conducting initial and regularly scheduled client visits to build strong business relationship(s), stay current with client orders, and/or get new ones.
Worked with an emphasis on customer service based on consultation and communication to make a positive contribution towards organization.
Responsible for full cycle recruiting: sourcing, screening, interviewing and hiring of IT professionals of various skills with specialty on SAS Technology.
Responsible for all aspects of selling Team U.S. staff augmentation and professional services.
Setup and attended meetings with hiring managers to define various SAS requirements and other technologies, submit candidates, schedule interviews, discuss feedback, and outline offers.
Formed profitable and lasting partnerships with SAS Consultants / Vendors and other IT professional service firms
Was able to successfully balance duties of fulfilling challenging urgent customer requests, while organizing consultant schedules and still aggressively seeking new business.
Involved in meetings to discuss alternative and creative ways to search for new candidates, increase candidate referrals, streamline recruiting processes, improve internal employee retention, and foster effective communication.
Interviewed, trained, and developed internal employee to work successfully in a fast-paced, high energy, team environment.
Negotiated salary rates, contract terms and durations with contract and permanent employees.
Maintained relationships with candidates/employees to ensure excellent customer service and foster new networking opportunities.
Provided interviewing and general/legal career advice to displaced and gainfully employed workers seeking new opportunities in the IT job market.
Amtex Systems, NY (Chennai, India) (“Jan 2007” – “July 2015”)
Accounts manager (Offshore-Onsite Delivery) / Talent Acquisition
Responsibilities:
Representing our organization as an Accounts Manager to the onsite team in co-ordination and to understand their technical requirement
Manage several customer accounts across the globe taking overall ownership to the projects, products, services and resources
Maintained exclusive ownership of the IT Requisitions / Service Delivery and client requisition support in technology field of Graphic/Web Designer/Developers, Systems Administrators, SQL, DBA's, QA Testers, CTO, VP, Directors, VP, & CTO across diverse technology platforms.
Highly involved and encouraged employees to serve in a multi-role capacity to the organization.
I have managed processes and programs pertaining to training, health and safety, and performance appraisals.
I have been able to expand upon my management capabilities and I acquired new proficiencies in staffing, compensation, and benefit plan administration.
In an effort to more fully utilize my skills, I am resolved to pursue a career in Human Resources.
Sourced qualified candidates thru help from Recruiting teams
Schedule and coordinate interviews with On-Site managers and candidates, maintaining relations with other agencies and consulting companies, negotiating fees and other terms for sub-contracting and closing deals.
Getting all the legal documents signed either from consultant or vendor to avoid bypassing.
Recruiting Citizens, Green Card Holders and H1B consultants as per the client requirement for various projects on W2, 1099, or Corp-to-Corp basis.
Cybernet Software Solutions, WA (Chennai, India) (“Jan 2003” – “Dec 2006”)
Application Support Engineer
Process: Real Networks.
Responsibilities:
Providing Development / Voice support for the US and Canadian Customers on Client’s application.
Documenting the troubleshooting steps in a very organized manner so that any agent can follow up the call at a later time.
Maintaining the various metrics like AHT, CSAT, TQM, and Attendance.
Needs to sends the hot fix through either clarify or through the portal link.
Need to research about the fix for the issues going on.
Conducting interactive training sessions when required.
General Skills
Excellent Presentation skills : Customer Relation Management.. Etc,
Good Computer skills : MS Word, Excel, Power Point, Internet
Programming Languages : MS – Word,C,C++
Operating System : MS – Windows 98, Linux
Networking : MCSE
Education
Bachelors in Computers University Of Madras, India
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