Adnan Attar
Mumbai
Summary
Results-driven Business Process Lead with expertise in process optimization and network design. Implemented initiatives that improved operational efficiency and customer satisfaction. Strong interpersonal skills contribute to driving team collaboration and success.
Overview
3
3
Languages
1
1
Certification
8
8
years of post-secondary education
16
16
years of professional experience
Work History
Business process lead
TATA CONSULTANCY SERVICES
Mumbai
03.2018 - Current
- Provide assistance to National Broadband Network (nbn) customers based in Australia
- Got promoted as Business process lead in January 2024
- Analyzed current processes and identified areas for enhancement.
- Identified needs of customers promptly and efficiently.
- Implemented change management strategies to support new processes and systems.
- Joined Case Management Team to enhance customer case resolution processes.
- Worked on In Progress Pending orders to book customer appointments.
- Transitioned to Internal Resolver Group (IRG) to address network shortfalls effectively.
- Acquired cross-skilling in Held to Pending line of business for operational flexibility.
- Moved to SM-CR Technical Support (Design) team to provide logical solution for network shortfalls.
- Working on 5 nbn technologies: FTTP, FTTN, FTTB, FTTC and HFC in design space along with N2P and C2P technologies.
- Utilized SpatialNET to develop logical solutions for network shortfall issues across various technologies.
- Optimum utilization of SpatialNET to make design change on network shortfall orders.
- Awarded Star of the Month for May-21, March-23, June-23, Jan-25, May-25 and March-26
- Service & Commitment Award in Mar-2021 and Mar-2023
- Contextual Master Award in Sep-2024
General Partner
Guddy collection
Mumbai
03.2016 - 01.2018
- Took ownership of the entire firm in the absence of the proprietor.
- Led strategic planning sessions to define business goals and objectives.
- Oversaw financial management, including budgeting and expense tracking.
- Ensured effective management of sales, stock levels, and cash flow to optimize business performance.
Sr. Technical Support Officer
Convergys india services private ltd.
Mumbai
10.2011 - 02.2016
- Provide assistance to Optus (ISP) customers based in Australia.
- Tasked to handle inbound calls to solve internet and landline related queries for new and existing customers.
- Resolved customer inquiries through effective communication methods.
- Provide remote assistance to solve email and other computer related queries.
- Analyzed customer feedback to identify areas for service improvement, enhancing overall customer satisfaction.
- Developed training materials for ongoing staff development programs.
- Supervised subordinate staff in carrying out daily duties and activities.
- Recognized for exceptional performance and promoted to Subject Matter Expert (SME) within 5 months.
- Designated as Optus Ambassador and Ultimate Wingman several times due to outstanding call evaluations.
- Nominated for Rewards & Recognition on the basis of consistent performance.
Technical Support Executive
SUTHERLAND GLOBAL SERVICES (P) LTD.
Mumbai
09.2010 - 10.2011
- Provide assistance to Symantec (Antivirus) customers based globally.
- Provided technical assistance to customers through phone, email and chat support.
- Installed and uninstalled Norton Antivirus for customers, guided them in running security scans.
- Used remote login tools to assist clients with technical and product questions.
- Diagnosed technical problems and offered step-by-step solutions to users while working with AT&T.
- Resolved escalated customer service issues in a timely manner.
- Rewarded for achieving highest percentage of positive customer feedback on several occasions.
- Recognized for immediate proficiency in OJT assessment, demonstrating readiness for responsibilities.
Education
Computer Programing And Software Application -
Indian Technical Institute
Mumbai 06.2008 - 12.2010
Computer Software, Hardware and Network Engineering -
Indian Technical Institute
Mumbai 06.2008 - 11.2010
Bachelor of Commerce - Commerce
University of Mumbai
Mumbai 06.2007 - 08.2010
Skills
- Telecom expertise
- Network design
- Interpersonal skills
- Process improvement
- Process optimization
- Process mapping
- Complex problem-solving
- Customer service knowledge
Languages
English
Proficient (C2)
C2
Hindi
Advanced (C1)
C1
Gujarati
First Language
Certification
- Infra & Data Security : Cloud Security Intermediate in Sep 2020
- CBO : MFDM AI Beginer Foundation Curriculum in Jan 2022
- Xcelerate Warrior Certificate in December 2022
- Generative AI Foundation Curriculum in Sep 2023
- Elevate Wings 1 : Business Skills in Nov 2023
- Feedback Enabler Certificate in September 2024
- Xcelerate Victor Certificate in October 2024
- Commence Business English Certification in Oct 2025
- Storytelling Foundation in Feb 2026
Timeline
Business process lead
TATA CONSULTANCY SERVICES
03.2018 - Current
General Partner
Guddy collection
03.2016 - 01.2018
Sr. Technical Support Officer
Convergys india services private ltd.
10.2011 - 02.2016
Technical Support Executive
SUTHERLAND GLOBAL SERVICES (P) LTD.
09.2010 - 10.2011
Computer Programing And Software Application -
Indian Technical Institute
06.2008 - 12.2010
Computer Software, Hardware and Network Engineering -
Indian Technical Institute
06.2008 - 11.2010
Bachelor of Commerce - Commerce
University of Mumbai
06.2007 - 08.2010