Farooq Ahmed

• Support in implementation, maintenance, and growth of the Sprinklr tool within the directorate
• Working on improving the Customer Experience Scores by analyzing the RCA to find the problem areas.
• Correlate different KPIs with the root causes to identify trends and similarities that later will be shared with management to create best practices, address opportunities, among others to turn into actions for individual or team level (regional - globally)
• Constantly looking for automation & reducing internal and external customer effort to become more efficient aiming for business success

• Delivered end-to-end technical and customer support for Dell consumer hardware and software products across social media platforms, community forums, and third-party websites.
• Monitored and managed customer interactions using social listening and engagement platforms such as Sprinklr and Radian6, ensuring timely responses and SLA compliance.
• Served as an escalation and resolution expert, collaborating with engineering teams, vendors, and cross-functional stakeholders to resolve complex customer issues through ownership until closure.
• Enhanced customer experience and brand reputation by managing Ratings & Reviews, Q&A content, and community forum engagement, contributing to improved online conversion rates and customer trust.

• As a Technical Service Associate at IBM, I was part of a service desk responsible for logging Incidents / Service Requests related to SAP, Network, Email, Portal, Authentication, Internet and server issues and route it appropriately to the Resolver Group and drive it to closure until resolved within the defined SLAs.
• Responsible for sending all Incident notifications as per agreed process and chair bridge calls for effective coordination, incident resolution, service restoration and continuously follow-up with support team for relevant notification updates per SLA, and drive resolution.
• Also responsible for the effective implementation of the process of 'Service Desk and perform Incident Management' by carrying out the respective reporting Procedure.