Imran Sultan

- Managed a team of 24 technical support specialists and 2 team leads, ensuring timely resolution of customer issues within defined SLAs.
- Conducted regular performance evaluations, provided coaching and mentoring, and identified training needs to enhance team members' skills and performance.
- Collaborated with other departments to implement best practices for resolving technical issues and improving service delivery.
- Coordinated with various teams, including Operations, Business Intelligence, and Billing, to achieve objectives.
- Initiated and led team meetings to address issues, implement solutions, and enhance customer satisfaction.
- Collaborated with external parties, such as banks, to ensure timely and accurate transaction settlements.
- Identified key reasons for customer needs and provided solutions to address queries, complaints, and claims.
- Addressed recurring issues with the Tech/Development teams to ensure smooth business operations.
- Acted as a point of escalation for critical technical issues, ensuring swift resolution and effective communication with customers.
- Participated in monthly customer meetings to provide technical insights, address concerns, and strengthen client relationships.

-Led cross-functional teams in developing customized solutions for clients' unique needs.

-Performed quality assurance checks on existing products and services prior to launching new versions.

-Identified process improvements by analyzing data from past client engagements.

• Managed and mentored a team of 13 technical support specialists, providing guidance and support to ensure timely and effective resolution of technical issues
• Conducted regular performance evaluations, set performance goals, and provided coaching and feedback to team members
• Developed and delivered training programs to enhance the team's technical skills and knowledge
• Coordinated with cross-functional teams, including engineering and product development, to escalate and resolve complex technical issues
• Implemented best practices for incident management, resulting in reduced resolution times and improved customer satisfaction
• Working closely with manager & tech team in providing an outstanding CSAT.

• Proficient in SQL and UNIX for working with Oracle DB, with the ability to diagnose and resolve a wide range of technical issues.
• Diagnosed and resolved hardware and software issues related to Electronic Funds Transfer (EFT) and Unified Payments Interface (UPI) transactions.
• Analyzed software and hardware applications of Electronic Data Capture (EDC) terminals.
• Assisted customers with product setup, configuration, and troubleshooting, ensuring a seamless user experience.
• Demonstrated strong problem-solving abilities with a track record of effectively addressing customer concerns and ensuring their satisfaction.
• Proven ability to collaborate with cross-functional teams to resolve complex technical problems.
• Escalated complex technical issues to the appropriate teams and followed up to ensure timely resolution..

• Inbound, outbound calls & mails handling
• Handling calls all around customers with UI & providing resolution
• Identify key reasons for customer needs
• Ensure ongoing, monitoring and providing solution for the queries, complaints and claims
• Ensuring 100% Information & resolution to avoid customer dissatisfaction
• Documented support interactions, solutions, and troubleshooting steps to build a knowledge base for the team