Hafeez Ur Rahman

Infosys BPM Client (Google)

• Hired, trained, and mentored staff to maximize effectiveness.
• Lead and manage a team of associates to achieve defined KPIs.
• Monitor and control Attrition, Shrinkage and ensure optimal resource utilization.
• End-to-End Escalation Ownership: Successfully managed the complete life-cycle of critical and complex Google Workspace technical escalations up to 60 escalations per week.
• Resolved critical issues in a timely manner by identifying root causes and implementing effective corrective actions.
• Track and improve AHT, CSAT and quality scores.
• Conduct regular team meetings, coaching sessions and performance reviews.
• Root Cause Analysis Expertise: Proven ability to conduct

thorough investigations and identify the root cause of high-impact technical issues.

• Stakeholder Communication & Management: Provided clear, concise, and timely updates to customers, internal teams, and leadership during critical escalations.
• Technical Resolution & Problem-Solving: Utilized deep technical knowledge of Google Workspace to effectively troubleshoot and resolve complex escalated issues.
• Collaborate with operations and HR to address performance reviews.
• Prepare and analyze reports on present insights to management.

• Optimized workforce schedules by analyzing historical data and forecasting future trends.
• Developed custom reports to provide management with valuable insights into workforce performance metrics.
• Streamlined WFM processes for enhanced efficiency and productivity across the organization.
• Improved customer satisfaction, ensuring adequate staffing levels during peak business hours.
• Collaborated with HR on recruitment strategies to attract top talent and maintain optimal staffing levels.
• Established strong relationships with department heads, collaborating on workforce planning initiatives to meet organizational goals.
• Managed intraday staffing adjustments, responding quickly to changes in call volume or service level requirements.
• Reduced employee absenteeism with proactive monitoring and management of attendance records.
• Drove continuous improvement efforts within the WFM team, identifying opportunities for process enhancements and implementing best practices.
• Provided ongoing training and support to WFM team members, enhancing overall team competency and performance.
• Conducted regular audits of WFM data integrity, ensuring accurate reporting and analysis capabilities.

• Company Overview: Infosys BPM Private LTD
• Demonstrated strong technical proficiency in diagnosing and
• Resolving complex Google Workspace administration issues across various services (Gmail, Drive, Calendar, Meet, etc.).
• Developed advanced troubleshooting techniques and tools for identifying root causes of technical problems within the Google Workspace environment.
• Collaborated with engineering teams to investigate and resolve product-related issuup toes 20 tickets per day, providing detailed technical analysis and reproduction steps.
• Proficient in utilizing Google Workspace Admin console, audit Familiarity with Google Workspace administration, user Understanding of Google Workspace APIs and integrations.
• Proficiency in using customer support tools (e.g, Salesforce)
• Experience in managing and resolving escalated customer issues.
• Ability to prioritize and manage multiple tasks effectively.
• Ability to identify areas for process improvement and implement Led project teams in successful completion of multiple.
• Mentored junior team members in best practices for process Optimization,mization, fostering a culture of continuous improvement.

• Assisted all the US Amazon employees explaining the company policies to them and guided them accordingly.
• Assisted various designated levels of employees.
• Helped the employees using various tools like People Portal, Panorama, A to Z, ticketing tool and ADP ireports to find the correct profile and assisted with the job information based on the designation and level of the employment.
• Guided the employees with pay related issues over chats/calls up to 15 tickets per day.
• Helped the employees to correct the time card by creating tickets and follow them up.
• Assisted the employees to correct the personal and job information.
• Assisted them by requesting time off on their behalf.

Company Overview: Deputed for Cisco project through IBM India

• Assisting the users to create and update the quotes in Cisco Commerce Workspace.
• Creating 10-15 user profiles and modifying access in Salesforce.com.
• Enabling or disabling the access based on the user requests in the On-ramp tool.
• Assisting the clients with varies Cisco tools such as Salesforce.com, Cisco Commerce Workspace, My Business Reports, Business Intelligence, SHARE, Opportunity Management and Forecasting, etc.
• Working closely with other team members to resolve or escalate the incidents accordingly.
• Assisting the clients to pull the reports from My Business reports.
• Working closely with Team members and Leads to ensure the SLA are met at minimal time.
• Deputed for Cisco project through IBM India
• Increased user satisfaction by providing comprehensive IT support and training.

• Company Overview: Deputed for Commonfloor Project
• Handling core sales and handling 35 calls per day.
• Assisting the customers to find the best property in the required location.
• Listing the property details of the customers Onsite to Sell or Renting the Property.
• Providing daily team reports to the management.
• Meeting Weekly and monthly targets at the given time.
• Team handling.
• Participating in team work.
• Deputed for Commonfloor Project
• Achieved sales goals and service targets by cultivating and securing new customer relationships.