Ameena Khanam
Summary
Seasoned Senior IT Support Expert renowned for delivering reliable technical support and swiftly resolving issues with precision through targeted troubleshooting. Expertise includes installing, maintaining, and repairing user stations, while independently managing diverse support projects and maintaining impeccable records. Strong customer service skills and excellence in high-pressure environments consistently result in exceptional service. Influential leader with exceptional communication abilities, adept at inspiring and directing team members to achieve collective goals.
Overview
18
18
years of professional experience
Work History
Senior Consultant- Customer Support
IntouchCx
08.2025 - Current
- Worked with US customers to support their technical issue of the TV's
- Evaluated clients' needs and created plan of action to provide solutions.
- Increased client satisfaction by providing tailored consulting services and effective problem-solving strategies.
- Built strong relationships with clients through consistent communication and proactive problem-solving efforts.
- Exceeded customer requirements with accurate and deliverable solutions.
Senior Customer Service Executive
Tech mahindra
11.2024 - 06.2025
- Worked with the team by taking international calls for Amazon shopping.
- Learned the process and implemented it quickly, as per the company norms.
- Learned the tools and application for the process quickly.
- Managed the scores and maintained the AHT.
- As a teammate, I have managed the matrix and strived to keep it up.
- Worked for extra hours and shifts to meet the scores.
- Had resolved the issue of customers on first call.
- Took initiative for the requirements of the team.
- Managed the calls, finishing it with quick resolution.
- Appreciated by the team for the work and handling the call skills.
- Appreciated for the effort provided to customers in quality and quantity.
- Have taken feedback from customers for the help provided in written form.
- Have been rated by customers as five stars.
- Maintained high-quality standards by regularly monitoring calls and providing constructive feedback to team members.
- Engaged clients in person and over phone to answer questions and address complaints.
Technical Customer Support Specialist
HPI
05.2011 - 01.2023
- Worked in a Team of 300 supporting the troubleshooting of desktops, laptops, printers, scanners, plotters and so on
- Supported customers in operating system queries. And guided them as well.
- Handled inbound and outbound calls in supporting customers.
- Exhibited team player qualities by assuming responsibility for tasks and assisting the team in achieving its objectives
- Worked with voice processes, chat, incoming calls, case logs, and end-to-end processes
- Operated on a variety of cases for analysis and provided immediate feedback to respective agents
- Handled escalations and managed work to resolve customer concerns within Service levels.
- Assisted mentors/managers in critical situations / whenever there is a team reduction.
- Quickly mastered applications to perform daily tasks.
- Assisted Service Center Engineers with troubleshooting issues by answering their calls.
- Handled calls through management of the Service level/SL and team support
- Participated in teamwork and maintained the team's matrix.
- Developed a knowledge repository for the team and shared it with team members to address known issues
- Worked on the time management of each call's beginning and conclusion with the TAT in mind
- Enhanced service quality and resolved customer issues within the allotted turnaround time
- Took the initiative to work on the daily attendance report for the team
- Monitored shrinkage in the team and took appropriate actions to fill the gaps Achievements.
- Assisted the Partner support / Ce Assist team with incoming calls. Technical lateral movement in 2017
- End to end Troubleshoot of desktops, laptops and printers.
- Basic Troubleshooting in smart phones and network errors.
- Learned basics of AWS, Cloud computing
- Worked on projects as Senior Process Executive with Infosys
- Have Received Quality Awards in Q three 2012
- Appreciated and awarded an Extra Mile in Sep 2013
- Assumed responsibility for business operations and trained new candidates in the process.
- Initiated the team by giving floor support to maintain the service level.
- Handled the new candidates with daily attendance and reports.
- Worked on Bank of Baroda, Bank of India, United Bank of India and Ashok Leland projects.
Freelancer
01.2011 - 05.2011
- Provided various clients with high-quality projects as a 3D Visualizer
- Using problem-solving skills and creativity to work on a variety of projects, ensuring that they are completed on time and within budget
- Worked with a variety of clients, gaining an understanding of their needs and requirements and ensuring that projects were completed to the best of our ability.
3D Visualizer
Khan Global Engineering Consultants Pvt Ltd
03.2008 - 01.2011
- Received promotion to a higher department by the Director
- Led a team of 20 individuals in outdoor projects for an Indo-American organisation
- Responsible for designing projects for Dubai-based clients
- Exposure to highly sophisticated plug-ins such as V-Ray and RPC software
- Worked on landscape and V-ray quality for both interior and exterior in a team of eight
- Handled master plans that included floor plans for approximately 14 floors and a site plan
- Commended by the Director for coordinating the company's work under tight deadlines
- Worked with architects, comprehending their needs and providing them with solutions.
3D Designer
Virtuosity India Private Limited
10.2007 - 03.2008
- Coordinated efforts across the board with team members
- Responsible for preparing company-related presentations
- Work responsibilities for this company include interior design projects
- Visualised novel concepts and worked on them following client needs
- Awarded a prize by the company for the project's success.
Education
Bcom - Commerce
St. Teresa's Convent college
Kerala2005
Plus Two - Commerce
MES
Kerala2002
SSLC - School
St. Teresa's convent school
Kerala2000
Skills
- Customer Support
- Issue Resolution
- Case Analysis
- End to end case Handling
- Part ordering
- Reassignment
- Part Identification & Matching
Timeline
Senior Consultant- Customer Support
IntouchCx
08.2025 - Current
Senior Customer Service Executive
Tech mahindra
11.2024 - 06.2025
Technical Customer Support Specialist
HPI
05.2011 - 01.2023
Freelancer
01.2011 - 05.2011
3D Visualizer
Khan Global Engineering Consultants Pvt Ltd
03.2008 - 01.2011
3D Designer
Virtuosity India Private Limited
10.2007 - 03.2008
Plus Two - Commerce
MES
SSLC - School
St. Teresa's convent school
Bcom - Commerce
St. Teresa's Convent college
Strengths
● Quick Learning
● Analytical Skills
● Accountability
● Customer Focus
● Handling Tough Customer