Syed's CV
Profile summary
Experienced Senior Associate with over 10 years of progressive experience in customer support and operations management. Track record of directing backend and chat support functions, managing credit card sales, and resolving customer escalations. Dedicated to maintaining data accuracy and streamlining operational workflows to meet departmental goals.
Career highlights
Backend Support Operations: Directs backend and chat support functions at Tata Consultancy Services while managing credit card sales and workflow monitoring.
Client Communications Management: Managed client communications at 247 Inc within a high volume support structure and directed multiple chat channels simultaneously.
Customer Escalation Resolution: Handled incoming and outbound calls from the Escalation desk at Tata Business Support Services to assist customers with problem resolution.
Key skills
Professional experience
Directs backend and chat support functions while overseeing credit card sales, workflow monitoring, and data entry operations. Delivers critical IT support infrastructure and generates operational reports.
- Provided timely backend and chat support assistance to address client needs.
- Engaged with clients to secure credit card sales and meet departmental goals.
- Maintained data management accuracy and processing efficiency.
- Generated reports regarding planned and unplanned IT outages.
- Streamlined operational workflows for multiple monitored applications.
Managed client communications inside a support framework by directing multiple chat channels simultaneously. Addressed incoming user inquiries while maintaining operational alignment across support teams.
- Troubleshot basic computer and mobile issues for clients.
- Met performance targets and addressed customer inquiries.
Managed customer escalation and sales operations, responding to high-priority incoming communications while driving outbound prospect conversions. Handled complex inquiries directly from the escalation desk to restore service satisfaction and secure revenue goals.
- Responded to inbound customer escalation calls to address and resolve complex issues.
- Placed outbound sales calls to pitch product details and secure customer conversions.
Education
- Percentage - 85%
Languages
English · Professional
Hindi · Professional