MOHAMMED AMIR. A

ad4lbo@r.postjobfree.com

+91-988**-*****

Summary

Team Leader experienced and dedicated to enhancing employee satisfaction and business success. Diplomatic and friendly with proven commitment to employee training. Hardworking team player bringing necessary experience and knowledge to tackle any operational demand and experience into a role as Project Manager. Skill Highlights

• Project management (PMP In-

Progress)

• Strong decision maker

• Complex problem solver

• Team Leader

• Quality Analyst.

• Innovative

• Expert in Windows Family

• Tech support

Experience

Team Leader - 11/2020 to Present

RPM Assistants PVT LTD, Chennai

• Create an inspiring team environment with an open communication culture Set clear team goals Delegate tasks and set deadlines Oversee day-to-day operation Monitor team performance and report on metrics Motivate team members Discover training needs and provide coaching Listen to team members’ feedback and resolve any issues or conflicts Recognize high performance and reward accomplishments Encourage creativity and risk- taking Suggest and organize team building activities

• Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.

• Mentored and guided employees to foster proper completion of assigned duties.

• Established open and professional relationships with team members to achieve quick resolutions for various issues.

• Built strong relationships with customers through positive attitude and attentive response.

• Reviewed, implemented and updated company records related to team activities for future reference.

• Communicated KPIs outlined in annual plan to inform employees of expectations and deliverables.

Sr. Technical Advisor - 05/2018 to 06/2020

Concentrix (Convergys), Mumbai

• Strong Team Player with good communication skills & ability to work in fast paced environment. Professional Experience End User Support & Helpdesk Management.

• Maintained inventory of installed desktop hardware and software components to keep records accurate and updated.

• Provided authorized users with technical support and advice regarding proper use and functionality of equipment.

• Prioritized, tracked and documented problem resolutions, notifying customers of issue status.

• Maintained support policies and methods of support delivery to provide technically accurate solutions to users.

• Identified scope of problem and provided operational and technical assistance to remedy.

• Troubleshot potential problems and eliminated before issues escalated or cascaded.

• Documented and updated known fixes in knowledge base for future reference. Desktop Support Engineer – 07/2017 to 05/2018

Inspace Technologies, (EPISOURCE), Chennai

• Address user tickets regarding hardware, software and networking.

• Generating Weekly and Monthly Reports and presenting to Business.

• Managing a small team of 5 members.

• Working on Active Directory like Creating, modifying user details.

• Install, upgrade, support and troubleshoot XP, Windows 7, I, 8.1 and 10 and Microsoft Office and any other authorized desktop applications.

• Install, upgrade, support and troubleshoot for printers, computer hardware and any other authorized peripheral equipment Take care of all the IT related Annual Maintenance Contract.

• Publishing reports.

Quality Analyst – 11/2015 - 02/2017

Sutherland Global Services, Chennai

• Listened to calls either recorded live or side-by-side while communicating feedback.

• Encouraged good practices and discouraged bad ones.

• Identified calls failing to meet predefined standards and identified the problem.

• Implemented agent training and coaching initiatives.

• Understood the priority of the organization and evaluated call behaviors for regulatory compliance, cross-selling, and adherence to policy.

• Provided customer feedback and internal compliance feedback to management. Customer Service Professional – 02/2009 to 12/2014 SITEL India PVT LTD, Chennai

• Surpassed performance goals by approaching interactions with resourcefulness, organization, and customer-centric solutions.

• Responded to customer calls and emails to answer questions about products and services.

• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.

• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

• Assisted customers by answering questions and responding to inquiries.

• Maintained and managed customer files and databases.

• Evaluated account and service histories to identify trends, using data to mitigate future issues.

• Resolved concerns with products or services to help with retention and drive sales. Education

Bachelor of Computer Application

Bharath University - Chennai, Tamil Nadu

July 2004 to June 2007

Certification

PMP (in-Progress)

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