Feroz Sayyed
Mumbai
Summary
Self-motivated Escalation Manager bringing proven leadership, organizational, and customer relations skills. Independently solved problems and kept teams on task to handle diverse business requirements. Looking forward to obtaining a respectable position in an organization, to optimize my skills and contribute to the organization's success.
Overview
16
16
years of professional experience
Work History
Client Account Manager
Yalamanchili Software Exports
Mumbai
10.2025 - Current
- Managing multiple key accounts, including Zaggle (Fleet Management Project).
- Successfully initiated and onboarded Adani.
- Oversaw post-onboarding integration of fuel merchants, such as Adani Gas, Torrent Gas, and Shell.
- Engaged with clients and banks, understanding requirements, preparing Business Requirement Documents (BRD), and submitting Documents of Understanding (DOU) for finalization.
- Coordinated with Implementation and Delivery teams to ensure timely product delivery to clients.
- Meeting clients once a month to understand their concerns or new requirements.
Virtual Relationship Manager
HDFC Bank
03.2023 - 10.2025
- Continuous engagement with portfolio customers and capturing accurate and complete details of interaction.
- Handling calls as per defined standards, logging and providing accurate resolution for customer queries.
- Profiling of customers to aid right cross-servicing of Bank Products.
- Deepening relationship by cross selling 'sticky products' like Demat, Bill Pay, Advisory etc.
- Monitoring large amount movements and account closure from the deposit accounts.
- Meeting clients in person to explain and assist with investment plans, health insurance, and mutual funds scheme processing.
- Penetration and right cross-sell of products based on profiling and engagement.
- Acquiring & grouping of all related IDs with Primary ID.
- Using triggers to track maturity of FDs, movement of CASA balances, etc. and prevent outflow.
- Ensuring income to be generated at customer level.
- Attrition control of customers.
- Ensure retention of customers.
Customer Relationship Manager
Modern Informatics India Pvt. Ltd.
04.2022 - 01.2023
- One-to-one interaction with clients such as IFL, Axis & IDFC.
- Managing escalations and resolving them within SLA.
- Project planning & implementation.
- Responsible for managing and attending onsite meetings with clients for major escalations.
- Managing monthly billing.
- Coordinating with cross-functional teams across various regions to provide resolution to clients.
Service Team Leader
Network Techlab India PVT LTD
03.2021 - 04.2022
- Handling the team of 12 people out of which 4 are CCTV Engineers, 4 are IT Infrastructure Engineer, 2 are EPABX Engineers, 2 are Executive Service Coordinator.
- Monitoring all calls are getting resolution done in timely manner within SLA.
- Monitoring proper allocation of Incident and Servicing calls as per Engineer's location wise.
- Analyzing repeated calls.
- Analyzing the number of calls attended by per engineer on daily, weekly, and monthly.
- Assuring the clients/customer facing issues are getting resolved on First Visit.
- Monitoring E Service Coordinator are assigning calls on timely manner with proper information.
- Maintaining material reports of Physical Security, IT, EPABX which are sent to service centers for repairing or replacement.
- Making sure that these things are happening on timely manner.
- Handling Escalated Calls of Clients which are causing same issue frequently, providing proper resolution by discussing with Sr Technical Support Team.
- Coordination with Purchase Team that the required new or old materials are getting purchased on time.
- Coordination with Sales Team that proper proposal is getting shared with in the time frame, also after receiving the confirmation from client PO (Purchase Order) are getting forwarded to Purchase team on time.
- Ensuring the SOW being shared with that engineer who will start the new project.
- Sending project tracker to client of new project on daily basis till the handover of projects.
Escalation Manager
NCR Corporation India PVT LTD
05.2019 - 05.2020
- Handling Critical accounts which includes Managed services like Nab -Highest revenue customer, Westpac (Highest SLA achieved), ANZ, Woolworths ltd & Coles.
- Service level Agreement -SLA management & overall uptime delivery.
- Dealing with Customer initiated Escalations.
- Achieving overall customer satisfaction and maintenance of delivery standards.
- Adhering to process compliance and implementing changes as per customer requirements.
- Running daily reports to check SLA performance and monitor proactively to ensure there is no slippage and take corrective actions to bridge the gap.
- Representing FSC on the weekly meeting which is held with the top-level management to discuss performance metrics.
- Ensuring timely follow up and providing Root Cause Analysis for Escalated cases with actions driven to address client's concern.
- Dealing with Logistics manager to work out alternatives for parts not locally available and efforts streamlined to make the ATM operational.
- Initiated project on reduction of penalties for lesser down time for ATM's and addressing issues with third party vendors, and other relevant parties.
- Arranging of Resource by escalation to respective Field Service Manager /Head of field Operations.
- Adhering to process compliance and implementing changes as per customer requirements.
- Thorough investigation into ageing workorders with corrective actions Identifying regular outliers with deep drive analysis/ ETA management.
Subject Matter Expert
NCR Corporation India PVT LTD
06.2016 - 05.2019
- Primarily responsible for handling a team of 07 - 08 Service Coordinators, who are looking after assigned territories.
- Ensuring proper allocation of available resources to manage day to day workload.
- Updating roster of SCs on timely basis.
- Talking to my team members and trying to help them to overcome their negatives and make them the best in what they do.
- Also, grooming senior SC's to be a part of management; I have given them experience on how things are run and how and where they can be of assistance to over operational challenges, by swapping my role with them.
- Maintaining reports with reference to SLA performance on weekly basis.
- Making plans to reduce the SLA misses.
- Ensuring changes and new updates are passed on to team members via team meetings/briefings.
Service Coordinator
NCR Corporation India PVT LTD
12.2012 - 06.2016
- Managing multiple territories.
- Meeting customer's expectation SLA.
- Managing resource on field.
- Customer interfacing on Emails and Phone.
- Ordering and managing Part Managements for Customer Engineer.
- Assignment of Networking projects for Cisco, Veritas, etc.
Account Receivable
Medusind Solutions
04.2011 - 10.2012
- To handle billing queries & making calls to insurance companies.
Education Telecaller
Vodafone
03.2010 - 04.2011
- To make Outbound calls for collection of outstanding bill payment.
Education
BBA -
Delhi University
07.2010
High School: H.S.C. -
Maharashtra Board
02.2007
Skills
- Managing customer service and escalations
- Team handling
- Project management
- Customer billing
- Training and mentoring
- Resource planning and management
- Coordination with logistics
- ATM parts ordering
- Cross-functional coordination
- Communication skills
- Managing customer engineer in the field (domestic and international)
- Communication and interpersonal skills
Hobbies and Interests
- Travelling to new places
- Listening to music
Personal Information
Date of Birth: 03/24/89
Languages
- English
- Hindi
- Marathi
Timeline
Client Account Manager
Yalamanchili Software Exports
10.2025 - Current
Virtual Relationship Manager
HDFC Bank
03.2023 - 10.2025
Customer Relationship Manager
Modern Informatics India Pvt. Ltd.
04.2022 - 01.2023
Service Team Leader
Network Techlab India PVT LTD
03.2021 - 04.2022
Escalation Manager
NCR Corporation India PVT LTD
05.2019 - 05.2020
Subject Matter Expert
NCR Corporation India PVT LTD
06.2016 - 05.2019
Service Coordinator
NCR Corporation India PVT LTD
12.2012 - 06.2016
Account Receivable
Medusind Solutions
04.2011 - 10.2012
Education Telecaller
Vodafone
03.2010 - 04.2011
BBA -
Delhi University
High School: H.S.C. -
Maharashtra Board