Fahim Shaikh
Senior Technical Support Executive, Miko
Mumbai
Summary
Goal-oriented worker with outstanding knowledge & Around 14 Yrs of experience in Customer Experience, Supply Chain, IT & Sales. Proven history of increasing productivity and customer satisfaction with great skills. Committed to best-in-class customer service and maintaining professionalism.
Overview
14
14
years of professional experience
Work History
Senior Technical Support Executive
RN Chidakashi Technologies Private Limited, MIKO
04.2023 - Current
- Conducted root cause analysis of recurring problems, implementing long-term solutions to prevent reoccurrence.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Served as an escalation point for complex technical issues, providing expert guidance and recommendations for resolution.
- Managed high volume support tickets, maintaining efficient response times and high-quality resolutions.
- Collaborated with cross-functional teams to resolve product-related issues, enhancing overall product quality.
- Established strong rapport with clients during the resolution process leading to positive feedback from satisfied customers.
- Mentored junior technical support executives, fostering professional growth and skill development.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Reduced ticket backlog through proactive follow-ups and diligent case management, increasing overall team productivity.
- Collaborated closely with the engineering team during product development stages by providing valuable user insights gathered from daily interactions with endusers.
- Delivered excellent customer service by communicating effectively with non-technical clients, simplifying complex concepts for easy understanding.
- Tested new software and hardware prior to deployment.
Onboarding Specialist
Kenko Health Tech Private Limited
12.2022 - 3 2023
- New client onboarding checklist
- Validate the contract.
- Send a welcome email.
- Owned and managed customer relationships from the point of sale through successful onboarding
- Worked with sales, product, and support teams to ensure that each piece of the journey meets customer expectations.
- Developed deep technical and operational understanding of our offerings and serve as a subject matter expert for clients
- Ensured customers are onboarded successfully and are on track to having a positive experience with the company’s platform.
- Captured the customer's product feedback and provide that feedback to the internal team and ensured resolution of any issues experienced by the customer.
- Worked with Sales, Customer Success Managers, and Support, Product, and Engineering teams to ensure quick turnaround and provide quality service to the customers.
Senior Associate, Operation Control Center
Furlenco
07.2021 - 04.2022
- Oversaw planning, schedule management and customer relations.
- Promptly addressed concerns, complaints and inquiries to meet customer satisfaction.
- Collaborated with stakeholders to gather requirements and develop scope.
- Produced documentation, status reports and presentations.
- Approached each problem with fresh mind and analytical strategies to quickly resolve concerns.
- Responded proactively and positively to rapid change.
- Sought ways to improve processes and services provided.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Recommended products to customers, thoroughly explaining details.
Field Service Manager
B2X India Pvt Ltd
01.2018 - 06.2021
- Led team of up to Eight service technicians in field activities.
- Profile is to Manage the HNI customers of Google Pixel Products.
- Managing and coordinating with any issues of the customer using Pixel devices.
- Closure of the SR’s within TAT
- Interacting with backend team for end to end closures
- Handling Escalated issues on priority
- Allocating & Co ordinating on delivery and Pickup of products
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Reported issues to higher management with great detail.
- Assisted in recruiting, hiring and training of team members.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Boosted team member productivity by enhancing performance monitoring and instituting motivational approaches.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
Franchise Owner
Aircel
01.2014 - 11.2017
- Managed labor, inventory and overhead costs effectively to maintain business profitability.
- Devised and deployed sales and marketing tactics to drive strategic growth and support achievement of revenue goals.
- Engaged with customers to effectively build rapport and lasting relationships.
- Provided positive first impressions to welcome existing, new and potential customers.
- Educated associates on market trends and stayed up-to-date on forecasts.
Blackberry Enterprise Server Engineer
Kochar Infotech P. Ltd
08.2009 - 08.2013
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Responsible for Planning, Implementation & Administration of BES Server.
- Providing L2 Support for Blackberry Escalations for mumbai Region.
- Providing Support to Corporate/High end Customers for their Blackberry related issues (Example: Software Installation, EMAIL Settings Administration and Maintenance.
- CRM related Activation/Deactivation related issues for voice and data services.
- Provisioning of Blackberry Services on handheld.
- Responsible for providing resolution of issues within SLA period.
- BIS/BES email Integration, wireless activation of different sort of email address.
- Configuration and Administration in of BES Server at MS-Exchange and Lotus Domino environment.
- Escalation of Issues to related concern and making various Reports over email etc.
Team Leader
VODAFONE ESSAR. (On Wipro InfoTech Ltd. Rolls)
11.2007 - 08.2009
- Resolving BlackBerry technical query.
- Handling Customers Queries (sales & Service Related)
- Handling queries and problems related to company mailing Server.
- Handling the team of 22 agents.
- Responsible towards creating the roster for all the agents.
- Responsible towards meeting the daily targets.
- Attending Corporate Clients with their server and handset related query.
- Handling escalations and irate customers.
- During my tenure of work I handled Sales, Technical support, Customer service.
Customer Service Executive
VODAFONE ESSAR PVT LTD
04.2007 - 09.2007
- Provide Technical Support to Customer’s Online/Onsite on queries related to GPRS.
- Configurations and providing Solutions on various Operating Systems and Platforms.
- Effectively managing customer queries and providing necessary solutions.
- Customization and rationalization to most effectively meet the requirements of clients.
- Dissemination of new and / or existing product and service information.
- Managing Inbound & Out bound calls.
- Preparing ready reckoners for handset queries on various applications.
Education
Bachelor of Commerce -
Maharashtra College
Mumbai CentralSSC -
Antonia Dsouza High School
Byculla, MumbaiSkills
Problem Solving
undefinedTimeline
Senior Technical Support Executive
RN Chidakashi Technologies Private Limited, MIKO
04.2023 - Current
Onboarding Specialist
Kenko Health Tech Private Limited
12.2022 - 3 2023
Senior Associate, Operation Control Center
Furlenco
07.2021 - 04.2022
Field Service Manager
B2X India Pvt Ltd
01.2018 - 06.2021
Franchise Owner
Aircel
01.2014 - 11.2017
Blackberry Enterprise Server Engineer
Kochar Infotech P. Ltd
08.2009 - 08.2013
Team Leader
VODAFONE ESSAR. (On Wipro InfoTech Ltd. Rolls)
11.2007 - 08.2009
Customer Service Executive
VODAFONE ESSAR PVT LTD
04.2007 - 09.2007
Bachelor of Commerce -
Maharashtra College
SSC -
Antonia Dsouza High School
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