Mechanical Engineering Customer Support

PERSONAL DETAILS:

Name: Shaik Feroz

Mobile: +917*********, Email: ********.***@*****.***

PERSONAL SUMMARY

An experienced customer services executive with invaluable experience working in the customer support departments of leading companies, highly focused with a comprehensive knowledge of how to maintain a professional, helpful and courteous relationship with allocated customers.

EDUCATION:

Obtained B. tech degree (Mechanical) in JNTU University in India

MSC in Engineering Management in University of Glamorgan

CARRER HISTORY:

Worked in HCL as Senior Engineer

Duties:

• Working with customers/employees to identify computer problems and advising on the solution. Logging and keeping records of customer/employee queries

themselves, Working with customers if the problem is more serious Testing and fixing faulty equipment, an ability to assess each customer/employee's IT knowledge levels. Installation & configuration of a company’s computer hardware operating systems and applications

Maintenance and monitoring of computer networks and systems

Following instructions, either written or in diagram form, in order to set up a system or fix a fault, Ability to deal with difficult callers, Logical thinker, good analytical and problem solving skills, Up-to-date technical knowledge. An in depth understanding of the software and equipment your customers/employees are using, Good interpersonal and customer care skills, Good accurate records keeping.

Worked in Tech Mahindra as senior technical support

Duties:

Solving technical related issues for Verizon customers, solving issues, making sales, Logging the queries of customers and employees Analysis of call logs in order to discover any underlying issues or trends, Diagnosing and solving technical or software fault, ability to handle complex tasks and exceed client expectations,

Possess pleasing personalities and question-based selling skills,

Possess excellent analytical and organizational skills

Managing the team sales target as well as individual target of team members

Analyzing call logs so you can spot common trends and underlying problems

Updating self-help documents so customers/employees can try to fix problems

Currently Working in Synchrony financial as WPO-CEP

Duties:

Monitor calls to ensure positive customer experience and provide direct feedback on observed performance.

-Represent the team in meetings and conference calls with Clusters

Ensuring team bonding and team interaction as to avoid attrition happening on the grounds Of dissatisfaction in the team

Co-coordinating between different departments for any issue amongst team members, Exposure to and comfortable with the process of forecasting, Building deep and lasting relationships with customers, creating engaging marketing content across multiple platforms, striving continually to meet sales goals and all program objectives, ability to bring a business orientation to technically oriented teams, ability to lead large, complex cross-functional sales initiatives, exposure to and comfortable with the process of forecasting, making reports sending reports to teams, making pagers and approving tickets,checking Rtm,checking team performance and accuracy

BUSINESS DEVELOPMENT

Ability to target companies and passive candidates quickly and effectively.

Able to build and energize talent through coaching and developing others.

Knowledge of how to manage customers with the greatest of care.

Identifying & manage resources required to maximize volume opportunities.

Ability to lead large, complex cross-functional sales initiatives

Exposure to and comfortable with the process of forecasting.

Following up all sales leads quickly and efficiently.

Competent diplomat with high social awareness and emotional intelligence.

Ability to influence and set company marketing policy and plans.

Recruiting the new employees based on company requirement

MANAGERIAL

Handled the tasks of managing product business analyst groups and business consultants to complete various projects

Developed and redesigned product to meet the goals and objectives of the organization

Worked with Marketing Communications to strategize product positioning and key benefits

Associated with Marketing and Sales professionals to develop and implement effective marketing plans

roadmaps and migration strategies

Responsible for maintaining good relationships with internal and external business partners

Ability to understand and capture technical as well as business requirements

COMPUTER PROFICIENCIES

• MS OFFICE, Excel, MS Excel, Power point

Signature Date:

Shaik Feroz

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