Bilal Sayed
IT Service Desk
Pune
Summary
An adaptive and enthusiastic individual who takes pride in his work. Creative and analytical thinker. Communicates well at all levels and is able to form a working relationship quickly with a wide range of people. Good business acumen and holds values in morals, principle and integrity.
Overview
13
13
years of professional experience
4
4
years of post-secondary education
1
1
Language
Work History
IT Service Desk Analyst
Wipro LTD
Pune
08.2021 - Current
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Managed high levels of call flow and responded to query of technical support needs.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Used ticketing systems to manage and process support actions and requests.
- Documented support interactions for future reference.
- Installed and configured operating systems and applications.
- Diagnosed and troubleshot hardware, software and network issues.
Auto Claims Handler
EXL Services LTD
Pune
10.2018 - 08.2021
- Examined photographs and surveillance and any other documents relating to claims.
- Negotiated with claimants to settle claims.
- Issued payouts to claimants.
- Documented all findings in concise reports.
- Coordinated with local body shops to assign repair jobs and obtained rental vehicles for customers for duration of restoration process.
- Identified suspicious claims, escalating issues to supervisor for further investigation and analysis.
- Enhanced customer satisfaction by delivering honest advice to policyholders in regards to repair work and body shop processes.
- Created detailed assessments of damages to property and vehicles.
Payment Processor
WNS Global Services
Pune
03.2017 - 07.2018
- Identified, researched, and resolved billing variances to maintain system accuracy and currency.
- Followed up overdue payments and payment plans from clients to establish good cash flow.
- Prepared financial statements to provide results of operations, financial position and cash flow.
- Monitored accounts to verify compliance with payment terms and schedules.
Escalation Agent
Emirates NBD
Dubai
12.2012 - 11.2016
- Monitored and analyzed customer feedback to track patterns in feedback and report areas for improvement to management.
- Collaborated with other departments to meet customer needs and gained feedback to incorporate into sales strategy.
- Escalated customer issues to management for appropriate action to be taken.
- Resolved customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
- Responded to customer inquiries to address concerns and maintain customer satisfaction and loyalty.
- Participated in customer service training for internal teams to share knowledge and experience and improve quality of customer service.
- Kept accurate records of customer interactions to be used for training, quality assurance and future reference.
Customer Service Representative
Sharaf DG
Dubai
07.2011 - 11.2012
- Responded to customer requests for products, services, and company information.
- Provided primary customer support to internal and external customers.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
Technical Support Specialist
FirstSource LTD
Mumbai
11.2009 - 09.2010
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Suggested software and hardware modifications to reduce lag time and improve overall speed.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Recorded and maintained relevant notes for each client and work order.
- Walked individuals through basic troubleshooting tasks.
- Documented support interactions for future reference.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
Education
Balniketan
Phaphamau Delhi University
HSC - undefined
Prakash Vidyalaya and Junior College, Delhi University
Bachelor of Commerce -
Ranchi College, Ranchi University
06.2002 - 04.2006
Skills
Technical issues analysis
Desktop support
Customer service expert
Microsoft Outlook
Application support
Ticket support system management
Complaint resolution
Windows 10
Network diagnostics
Timeline
IT Service Desk Analyst
Wipro LTD
08.2021 - Current
Auto Claims Handler
EXL Services LTD
10.2018 - 08.2021
Payment Processor
WNS Global Services
03.2017 - 07.2018
Escalation Agent
Emirates NBD
12.2012 - 11.2016
Customer Service Representative
Sharaf DG
07.2011 - 11.2012
Technical Support Specialist
FirstSource LTD
11.2009 - 09.2010
Bachelor of Commerce -
Ranchi College, Ranchi University
06.2002 - 04.2006
Balniketan
Phaphamau Delhi University
HSC - undefined
Prakash Vidyalaya and Junior College, Delhi University