Customer Service & Techn Support Professional with multilingual Skills

CURRICULUM VITAE

MOHAMMED ABDUL RAZZACK

INDIA (HYDERABAD)

: +9140-9700522157; Email ID: **************@*****.***

CUSTOMER SERVICE CALL/EMAIL/CHAT SUPPORT SALES/IT PROFESSIONAL

Seeking a position that will benefit from my customer service/Phone/Email/Online Chat Sales/IT, positive interaction skills where my experience can improve the customer satisfaction. Obtain a customer service position where I can effectively utilize my expertise in customer service/Phone/Email/Online Chat Sales/IT relations and staff leadership.

1.Proficient and result oriented professional, offering excellent experience across Customer Service, Banking Functions, Conducting Quality Audit, Fraud Detection and Prevention of Money Laundering; currently spearheading as Customer Service and Senior System Support Agent with Wells Fargo India Solutions, Hyderabad.

2.Propelled and aim driven team leader with strong work morals, continually striving for betterment coupled with brilliant commitment to offer quality work.

3.Professional approach in inculcating positive attitude amongst the employees, Mentoring and motivating

Subordinates to make them perform to the best of their abilities and create a vibrant, agile, proactive,

Knowledgeable, empowered organization.

4.Excellent knowledge and cross selling of general banking products, credit cards, Auto loans, mortgages and investments. Flexible to work in Rotational Shifts.

DESIGNATION: SERVICE CONSULTANT

COMPANY: INSIGHT GLOBAL STAFFING SERVICES INDIA PVT LTD

DURATION: May 1, 2024 – Present

Key Accountabilities:

1.Resolving general and complex queries and provide connections of Georgia power electric utility company to the customers using CSS application and reply to the residential and Landlord customers using Avaya application.

2.Excellent Knowledge related to power connections and disconnection of services.

3.Adding the connection date, name and email address, phone number etc to connect the power at the new address of the customer and disconnect the service using CSS.

4.Check the customer details and provide accurate information to pay deposits and verification of Lease and ID to avoid fraudulent activities on the account.

5.Providing Suggestions and improvements on the process and make sure not missing on the quality part.

6.Help team members as an SME and give the proper solution to meet the customer needs.

7.Complete daily 80-100 emails depending on the volumes.

8.Verify customer details and check if all the information is accurate, provide the best customer service. And resolve queries at fast pace. Work to understand the needs of each customer.

9.Worked to address all customer concerns in a timely manner and effective manner.

DESIGNATION: SENIOR CHAT SALES ASSOCIATE

COMPANY: TTEC INDIA CUSTOMER SOLUTION PRIVATE LIMITED

DURATION: December 30, 2021 – March 31, 2024

Key Accountabilities:

1.Resolving general, complex and Sales inquiries of US clients via Live engagement tool to the Verizon Clients. Excellent knowledge in Verizon Sales products.

2.Responding to a wide range of queries including order status, product advice, pricing details, latest offers, providing a live link to complete the order and delivery status, etc.

3.Ensuring all Live Chat requests are responded to in a timely manner with 100% satisfaction.

4.Communicate with prospective and existing customers to drive sales through chat and

documenting communication into multiple systems

5.Respond in a timely manner to chats on Live Engagement Toll to address any customer issues or questions and place the order in Omni Sales tool if the customer is facing issues placing the order online.

6.Delivering excellent customer service and taking the feedback from the customers. Make sure that the Sales targets, production hours and CSAT score is met.

DESIGNATION: SALES CHAT SUPPORT CO-ORDINATOR

COMPANY: FLO TECHNOLOGIES, INC., A DELAWARE CORPORATION

DURATION: December 28 2020 – May 5 2021

Key Accountabilities:

7.Resolving general, complex and support inquiries of US clients on Smart Water Shut Off Product via chat to the Flo Technologies Clients on Intercom, Zendesk and Slack.

8.Responding to a wide range of queries including order status, Match2Me advice, product advice, delivery status, etc.

9.Ensuring all Live Chat requests are responded to in a timely manner. Following up queries with emails.

10.Communicate with prospective and existing customers to drive sales through chat and

documenting communication into multiple systems

11.Respond in a timely manner to chats on our website to address any customer issues or questions

12.Solve for technical issues and translate technical information and instructions into simple language to ensure seamless troubleshooting to help drive sales

13.Analyze and resolve unique plumbing inquiries within various Flo products

14.Consult with Flo customers to uncover additional product needs.

15.Research on best practices in the needed areas

16.Support of sales and marketing in reporting and growth-related efforts

DESIGNATION: SENIOR SYSTEM/APPLICATION SUPPORT ANALYST IN EDA (TECHNOLOGY)

COMPANY: WELLS FARGO INDIA SOLUTIONS (P) LTD, INDIA.

DURATION: March 2015 – August 2019

Key Accountabilities:

1.Resolving job failure, investigating long running jobs, restarting and forcing completed jobs, ensuring

production batch completed successfully.

2.Excel at solving complex problems by identifying the issue and developing and implementing a solution.

3.Perform daily Production Support recurring tasks and monitoring of the Tickets queue, assign tickets, resolve tickets, update root cause.

4.Work for 24x7 batch processing support in different shifts.

5.Troubleshoot batch failures to determine cause (review AUTOSYS logs) and correct/escalate.Perform problem determination and resolutions (Root Cause Analysis).

6.Delivering technical solutions with the planning, coordination and communication to stakeholders and onshore partners.

7.Good at working with technical team members in providing with support of production issues.

8.Good at problem solving, excellent in communicating with senior leadership team members on technical discussions, identify opportunities and provides inputs for process improvements.

9.Experienced in ticketing tool currently used in Remedy PAC2000 and net cool dashboard. Good in MS Excel for performing simple reporting tasks in timely manner and help providing the stakeholders status updates with the monthly report.

10.Excellent in communicating with Application Teams and resolving the issues over IM, phone and emails Excellent in raising EACO calls in support of production and communicating status of issues to partners and technology group application managers.

17.Coordinate with Offshore and Onshore application teams and sending management updates for major issues.

18.Good in technical knowledge to provide the quick output to senior management, good in-service delivery and management skills.

19.Adhering to Risk and Compliance policies of the organization strictly.

20.Assisting with process improvements, systems integration and BCP efforts.

21.Perform application change management activities as assigned by the business.

22.Ensure applications are working seamlessly. Ensure incident, problem and change management; and BCP processes & procedures are followed and adhered to.

23. Work closely with business and other teams to assist in the overall definition of support items and provide quick assistance to meet SLAs.

DESIGNATION: SENIOR CUSTOMER SERVICE EXECUTIVE (EMAIL PROCESS)

COMPANY: WELLS FARGO INDIA SOLUTIONS (P) LTD, INDIA.

DURATION: March 2012 – March 2015

Key Accountabilities:

1.Respond to Email queries from Wells Fargo account owners.

2.Perform account maintenance like ordering statements, address change, block and send debit/credit cards, add/delete co-owners on an account. Investigate and explain about fees assessed to the accounts. File claims on unauthorized transactions. Investigate bill payment issues.

3.Responsible for independent decision-making regarding refund in respect of fees charged to a customer account.

4.Co-ordination with the team of 15 members in the absence of Team Leader.

5.Send daily updates email reports to Team Lead through Microsoft Outlook.

6.Helped junior team members to meet his/her key driver metrics or customer satisfaction score target every month and achieving the Service Level Agreements (SLA).

7.Helped new bankers to complete their learning curve and understand the process.

8.Conducting process knowledge sessions to improve the metrics of the team members

9.Providing effective feedbacks to bankers on the errors found through replied emails.

10.Clarify process doubts with the US counterparts on call every month.

11.Completing risk and compliance internal audits within the process on time to protect the bank and customers information.

DESIGNATION: SENIOR EMAIL AND CHAT CUSTOMER SUPPORT/SALES EXECUTIVE (CONSUMER BANKING PROCESS)

COMPANY: BANK OF AMERICA CONTINUUM SOLUTIONS (P) LTD, INDIA.

DURATION: March 2007 – August 2011

Key Accountabilities:

1.Implemental in nurturing healthy rapport with clientele by gratifying their queries and providing them advice as per their individual needs vis-à-vis banking functions like Internet Banking, Funds transfer, online utility bill payments, information related to use of Debit Cards etc.

2.Deft at handling banking operations and have knowledge of overdraft protection, overdraft transfer fees, billing and accounting procedures and processing of financial data entry & processing.

3.Expertise in developing strategies to enhance clients/ customer relations through formal and informal

channels, building cordial relationship through regular interactions & apprising them with company’s value propositions through e-mails and live chats.

4.Well versed in operating various banking software like KANA, Live Person, Boss, Jiba, ERM and Ezy access etc.

5.Responsible for keeping confidential information and credentials of customers secluded and preventing its misuse.

6.Dexterous in managing customer centric banking operations & ensuring customer satisfaction by achieving delivery & service.

7.Selling and explaining the Banking Products like credit card, Auto loans, overdraft protection, mortgages and investments service through chat.

8.Offered exceptional sales presentations and product knowledge while assisting up to 2 customers simultaneously.

9.Handle and carefully respond to all customer inquiries with accuracy and efficiency and aim to resolve issues on the first customer interaction by being proactive.

10.Understand the wants and needs of the customers and recommend them a great service plan tailored to their specific circumstances and convert the same via chat.

11.Use sales tactics to produce bank cross sale opportunities.

12.Present to customers to further assist with their purchasing and refinancing needs, provide education, and provide banking options.

13.Helped the sales team in introducing new Savings and Checking account schemes.

14.Helped customers in completing forms to open bank accounts online and stayed current with changing technologies and bank products.

15.Solved queries relating to Savings and Checking accounts and make use of the system in searching for products and answers.

16.Constantly continuing education by completing learning center.

DESIGNATION: CALL CENTER EXECUTIVE

COMPANY: M/S AEGIS BPO SERVICES, INDIA

DURATION: March 2006 – March 2007

Key Accountabilities:

1.Handled and lodged customer complaint regarding various products and provided best possible elucidation to achieve high levels of customer satisfaction.

2.Efficiently maintained highest standards of customer service giving preference to client contentment &

Promptly resolved customer problems & concerns and provided them quality service.

3.Gestated and promoted efficient listening skills and skilfully handled client grievances.

4.Identified and implemented strategies for building team effectiveness by promoting a spirit of cooperation between team members.

5.Recognized as the best talent in client banking, anti-money laundering, dupery detection, account

maintenance and providing quality customer care.

6.Maintained flawless communication with the employees; ensured timely resolution of employee grievances and assured harmonious working environment at all levels;

7.Ensure facilitated adherence to statutory compliances, policies and procedures as per the company’s norms and statutory provisions.

8.Ensured organization achieves its target and maximizes revenue by deliverance of quality service whilst

adhering company policies and standards.

9.Designed and implemented strategies to cross-sell and up-sell services to existing customer base.

10.Sold and serviced data and voice services to High Value customers and achieve the sales targets of the team.

Customer Service• Banking Functions • Quality Audit • Fraud Detection• Accounts Maintenance

Potent Interpersonal Skills Effective Leadership Skills.

Bachelor of Commerce - 2005

Osmania University Anwarul-uloom Degree College, Hyderabad.

Good Knowledge in Linux

MS Office: Excel, Word, PowerPoint

FoxPro, Auto-CAD – R14 & R2000

Banking Software: Boss, Kana, Ezy Access, Jiba, CRM and Live Person, Live Client, BCS, CIV, Hogan, PAC

Informatica, JIRA and Autosys.

Who moved my cheese?

Even eagles need a push.

Performing Higher Standards, Part – I & II.

Seven Habits of highly effective people.

Effective Speaking Skills

AE2 award for best email support service in 2007

Multiple Shared Successes by the shareholders in IT for driving best results.

Fast fingers on keyboard with abilities to work on more than one windows

Complete understanding of the different types of chatting modes

Quick thinker with ability to multi-task & customer-focused and self-starter

Constant leaner with high availability and response

Excellent interpersonal and communication skills

Positive attitude and attentive to detail

Flexible and adaptive to changing technologies, and work environment

Father’s Name: Mohammed Abdul Qadeer

Gender: Male

Marital Status: Divorcee

Passport Number: T4789770

Date of Birth: 04-04-1981

Nationality: Indian

Address: 6-103-71, Gulmohar Park, TS – 500019

Languages Known: English Urdu, Hindi and Telugu

DECLARATION

I hereby declare that the above-mentioned information is correct up to my knowledge and I bear the responsibility for the correctness of the above-mentioned particulars.

Mohammed Abdul Razzack

CAREER OBJECTIVE:

PROFILE AND STRENGTHS

PROFESSIONAL EXPERIENCE:

Core Competencies:

ACADEMIC & PROFESSIONAL CREDENTIALS:

TECHNICAL SKILLS

TRAINING PROGRAMMES

ACHIEVEMENTS:

SUMMARY OF SKILLS:

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