Customer Service Call Center
Resume:
Mr. Bilal Hafiz
E-mail: ad5uoy@r.postjobfree.com :- 022-******** / 987*******
PROFESSIONAL ASPIRATIONS
Able to quickly grasp complex concepts, analyze and interpret ideas into a logical strategy. Successfully lead teams, building & focusing resources to achieve the given task and effectively deliver the same to various internal & external clients. KEY SKILLS AND EXPERIENCE
• Customer service • People Management • Adhering to strict deadlines
• Project Migration • Change & Risk Management • Supervision• Quality Analysts BUSINESS SKILLS
Successfullymigrated and handled the EDWS & End 2 End process. Handled Calls, Chats & Emails Simultaneously.
Achieved Rewards and Recognition in the formofSummitAward. Proven track recordof delivering customer satisfactionwith respect to meeting client SLAs and efficientmanagement of resources and achieving productivity targets. Was assigned the functional role of an Onboarding Manager for all new jonnies. Handled the logistics for the process.
Well versed and experienced with service desk deliveryoperations (reporting, billing, escalations etc.).
Identify gaps in voice & accent, communication skills by call monitoring. Well versed with call arrival patterns in call center environment in order to develop staffing requirements & rosters.
Encourage and maintain harmonious environment amongst team members. Successfullymigrated 5 new processes to added additional revenue to the company. BEST PRACTICES IMPLEMENTED
Resource Utilization
Implemented the Share a Seat programwhichhelpedmaintaintargetedseat utilization. Shared resources and seats with other processes which helped in reducing the cost of billable resourceshence increasing profits.
Setup up a centralized server to store agent data which reduced machine down time which directlyimpacted productivity.
Reward & Recognition / Fun Activities
Headed the Reward & Recognition committee wherein top agents were rewarded on a monthly, Quarterly & Yearly basis.
Formed the F3 Team (Friday Fun Fundas) which use to conduct events and games every Friday. PROFESSIONAL ACHIEVEMENTS
Clear Secured Sercices Pvt Ltd. Aug –
Key Responsibilities
Project Management
Vendor Management
Procurement Planning
Business Development
E- Surveillance Installation and Monitoring
Client Coordination
MIS Formulating
Team Management
Orientation of Activities
Total Infrastructure Services (ATMs and Branches)
Joined Css Pvt Ltd. as SPOC with AGS Project maintaining and orienting activities like RnM / MIS / Wages Issues / Maintaining a safe and secure work environment; developing personal growth opportunities. Completes special projects by organizing and coordinating information and requirements;planning, arranging, and meeting schedules; monitoring results. Contributes to team effort by accomplishing related results as needed hence was promoted as an Account Manager within one year toManage WRITER / FIS / BTI Project simultaneously with AGS Projects and then promoted as a SeniorManager Coordination on performance terms also achieved Star performer award for 2017-2018.
Leading CDM / CRM Projects affiliated with BAJAJ FINSERV LTD and SUPPLEMENTARY MSPs. Executed Installation of E-Surveillance system at 3000+ sites at PNB ATMs efficiently (part of HPY) Executed TIS activities and accomplish SBI Branch Projects, currently handling TIS activities and building up Infrastructure of Reliance Organization / Tata Zudio. GlobusCollection May –
Joined Globus Collection as Admin Manager maintaining administrative staff by recruiting, selecting,orienting, and training employees; maintaining a safe and secure work environment; developing personal growth opportunities. Completes special projects by organizing and coordinating informationand requirements; planning, arranging, and meeting schedules; monitoring results. Contributes to teameffort by accomplishing related results as needed. Mphasis an HP Company Feb April
Joined Mphasis as Sr. Technical Associate working for General Motor Process Successfully migrated and handled the EDWS & End 2 End process. Handled Calls, Chats & Emails simultaneously. Assisting the team for any issues or clarification. Proven track record of delivering customer satisfaction with respect to meeting client SLAs and efficient management of resources and achieving productivity targets. Handled the logistics for the process. Now a part of Eli lilly and Leverage process.
M.B Compu-Tech Nov Jan
Joined M.B Compu-Tech as Sr.Tech Support Executive Entrusted with the responsibility of Sr. Tech Support for implementation IT infrastructure solutions and services. • Requirements gathering, analysis, reporting requirements and final execution of projects in association with dedicated project team members. Coordinating with service providers for effective, uninterrupted service. Key Competencies: IT solutions, Vendor Management, Customer Support, Business development.
EDUCATION
2004 – 2006
Mumbai University,Akbar PeerbhoyCollege
2000 – 2003
Mumbai University, Terna Polytechnic
1999 – 2000
Mumbai University, St.Joseph High School
Technical & IT Certification Courses
• Diploma in Computer Technology, Terna Polytechnic, Vashi.
• Swift Course NIIT,Mumbai.
• MS-CIT (Maharashtra State Certificate in Information Technology), Mumbai.
• Hardware/Software/Networking Courses,Government Polytechnic.
• ITIL Certified (Internally)
Technical Knowledge / Proficiency / Expertise
• Proficient in assembling of Personal Computers, Installing of Software, Configuring, Upgrading andtrouble shooting.
Network Installation, Server Maintenance, support and trouble shooting of various applications. Personal Information
Name : Hafiz Bilal Mohiyuddin
Age : 39 years
Sex : Male
Marital Status : Married
Date Of Birth : 7th November,1984
Religion : Islam
Educational Qualification : B.sc (I.T)
Languages Known : English/Hindi/Marathi
Contact No. : 022-******** / 987*******
Email-id : ad5uoy@r.postjobfree.com
Residential Address : 3/B,Chitrakala Society,
Opp. Taximen’ s
Colony,
L.B.S Marg (NewAgraRoad),
Kurla(West),Mumbai– 400
070.
Bilal M. Hafiz
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