Summary
Overview
Work History
Education
Skills
Hobbies and Interests
Personal Information
Timeline
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IBRAHIM SHEIK

Hyderabad

Summary

Dynamic Senior Associate Technical Support at Tech Mahindra with a proven track record in problem-solving and people management. Achieved a 20% reduction in ticket resolution time while leading a high-performing team. Skilled in MS Office and fostering a positive work environment, driving customer satisfaction and team success through effective coaching and mentorship.

Overview

7
7
years of professional experience

Work History

Senior Associate Technical Support

Tech Mahindra
Hyderabad
10.2022 - Current
  • Managing Customer's account Maintenance like mobile and broadband enquiries including: Billing/payments enquiries, Contracts and plan explanation for customers; and also Identifying potential sales opportunities on each customer's account.
  • Lead a team of associates, providing guidance and mentorship to improve their technical skills and customer service abilities.
  • Resolved complex issues by analyzing customer-reported problems, diagnosing root causes, and implementing effective solutions in a timely manner, resulting in a 20% reduction in average ticket resolution time.
  • Collaborate with cross-functional teams to ensure successful product launches and ongoing product marketing efforts and by conducting team huddle to share new updates to the team members, leading to the implementation of proactive measures and a 30% decrease in customer complaints.
  • Create and deliver technical training programs for my team, resulting in improving knowledge transfer and enhanced customer satisfaction ratings.
  • Auditing the chats and giving feedback to the csr's explaining regarding performance evaluation and key development areas for the best outcome of the csr's.
  • Sharing the daily and weekly reports to the team to encourage them to achieve on their monthly targets.
  • Groomed my team to sustain/enhance individual performance and worked towards their personal development, team members had gone on to win various awards.
  • Coaching and mentoring team members on their career goals, providing guidance and support to help them achieve success in their roles.
  • Facilitating effective communication between the team, clients, and other stakeholders to ensure the smooth running of operations.
  • Streamlined people issues within the section, by building an effective relationship with each other and providing timely feedback and reviews.
  • Got Awarded as Best performer in the month of Apr 2023.

E Support

KNOAH SOLUTIONS
Hyderabad
01.2022 - 10.2022
  • Resolving shopper concerns and troubleshooting technical errors in app, handling inquiries, and delivering additional real-time support via chat.

Customer Support Executive

DTDC EXPRESS PRIVATE LIMITED
Hyderabad
02.2019 - 01.2022
  • Rectifying shopper challenges and aiding with technical difficulties in app, responding to inquiries, and facilitating further real-time problem-solving through chat.

Education

Bachelor of Science - Computer Science

Geetanjali College of Engineering And Technology
Hyderabad,india
01-2019

Diploma in Computers -

Samskruthi Collage of Engineering And Technology
Hyderabad, India
01-2015

SSC -

Holy Mother High School
Hyderabad, India
04-2012

Skills

  • MS Office
  • Problem Solving
  • People Management
  • Strong Work Ethic And a Positive Attitude

Hobbies and Interests

  • Capturing moments
  • Listening to Music
  • Playing Cricket
  • Watching Movies

Personal Information

  • Date of Birth: 03/04/1997
  • Nationality: Indian

Timeline

Senior Associate Technical Support

Tech Mahindra
10.2022 - Current

E Support

KNOAH SOLUTIONS
01.2022 - 10.2022

Customer Support Executive

DTDC EXPRESS PRIVATE LIMITED
02.2019 - 01.2022

Bachelor of Science - Computer Science

Geetanjali College of Engineering And Technology

Diploma in Computers -

Samskruthi Collage of Engineering And Technology

SSC -

Holy Mother High School

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IBRAHIM SHEIK