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K.K ALAM
Technical Support and Sales Expert
New Delhi,DL
Summary
Innovative technology professional with a decade of diverse experience. Skilled in enhancing systems and aligning technical solutions with business objectives. Proven success in leading projects from start to finish and contributing to organizational growth and success. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success.
Overview
13
13
years of professional experience
2011
2011
years of post-secondary education
1
1
Certification
4
4
Languages
Work History
Freelancer
Various
01.2025 - Current
- Enhanced client satisfaction by delivering high-quality work within deadlines.
- Adapted quickly to changing project requirements, demonstrating flexibility and adaptability under pressure.
- Developed customized solutions to address unique client needs, resulting in repeat business and referrals.
- Strengthened client relationships with consistent communication and timely project updates.
- Managed multiple projects simultaneously while maintaining a high level of attention to detail and organization.
Happiness Contractor
Automattic
12.2022 - 12.2024
- Skilled at working independently and collaboratively in a team environment.
- Optimizing customer experience by delivering superior services and effectively troubleshooting issues.
- Providing email/chat support to WordPress.com users and help them resolving the issues they face with their sites. Help users to achieve their site goals
- Helping WordPress.com user to use Automattic's products like
WooCommerce, Jetpack, WordPress mobile apps. - Writing detailed escalation reports for full-time members of the Automattic's Happiness Engineer teams.
- Sharing knowledge, tools, and tips to help team members. - Proactively tracking own work to measure against expectations.
Freelancer
Various
01.2020 - 12.2022
- I worked as a freelancer with a small team of friends and helped numerous clients with Content Writing, Digital Marketing, Web/Mobile Development and Salesforce CRM support
- I was doing Sales, Recruitment and Virtual Assistance jobs myself and help my team in project management for IT development projects
- I kept learning new skills and enhancing my knowledge along with that
Sr. BDM/PM
Embronic Technosoft
01.2020 - 02.2021
- Company Overview: Embronic Technosoft is an IT Company based in Noida and deals various IT services like Web Application Development, Mobile application development, CRM/ERP solutions and Salesforce Development and Administration services
- Website: http://embronic.com/
- As Sr
- BDM my major responsibility is to manage Business Development team and take care leads generated by team
- Job responsibility also includes Project Management and Deliveries
- I was managing everything right from lead generation to project delivery
- Embronic Technosoft is an IT Company based in Noida and deals various IT services like Web Application Development, Mobile application development, CRM/ERP solutions and Salesforce Development and Administration services
- Website: http://embronic.com/
- Developing growth strategies and plans
- Managing and retaining relationships with existing clients
- Increasing client base
- Increasing knowledge-base of business products and value proposition and provide training to new joiners and existing team about technology stacks and solutions company deals in
- Writing business proposals
- Negotiating with stakeholders
- Identifying and mapping business strengths and customer needs
- Researching business opportunities and viable income streams
- Following industry trends locally and internationally
- Drafting and reviewing contracts
- Reporting on successes and areas needing improvements
- Overseeing and creating pre-sales documentation, Presentations, collaterals, POV decks, Customer Response documents etc
Team Lead - Business Development (Salesforce)
Dean Infotech Pvt. Ltd.
04.2017 - 01.2020
- Company Overview: Dean Infotech Pvt Ltd is an ISO 9001:2008 Certified leading IT consulting company providing customized IT solutions & services to various industries that stretch across many geographies including India, United States, United Kingdom and Australia
- The company specializes in IT architecture design, end-to-end project implementation and managed services
- Website: https://www.deaninfotech.com/
- I manage a small team and focused on business development and customer acquisition
- Lead generation, prospect management to identify new business opportunities for the company is my major responsibility
- Dean Infotech Pvt Ltd is an ISO 9001:2008 Certified leading IT consulting company providing customized IT solutions & services to various industries that stretch across many geographies including India, United States, United Kingdom and Australia
- The company specializes in IT architecture design, end-to-end project implementation and managed services
- Website: https://www.deaninfotech.com/
- Oversee the sales process to attract new clients
- Work with team members to identify and manage risks
- Maintain fruitful relationships with clients and address their needs effectively
- Research and identify new market opportunities, researching organizations and individuals online (especially on social media and freelancing platforms like Upwork, Freelancer, Guru etc.) to identify new leads and potential new markets
- Researching the needs of other companies and learning who makes decisions about purchasing
- Contacting potential clients via email or phone to establish rapport and set up meetings
- Meeting or exceeding annual sales goals
- Meeting all quotas for cold, active, inactive calls, appointments, and interviews
- Maintaining a pipeline of all sales administration in company’s database
- Collaborating with management on sales goals, planning, and forecasting
- With help of Salesforce Development team design and develop custom solutions on the force.com platform including significant work in Apex, VisualForce, application integration and data migration
- Design and implement business technology solutions focused on cloud-based business applications, specifically, Salesforce.com
- Involved in developing business requirements, specifications, process flows, application design, application configuration, testing and deployment
- Works directly with clients to lead projects, facilitates business process analysis sessions, develops and delivers key components of technology solution
- Contribute the growth of the practice through thought-leadership, development of solution accelerators, reusable assets and participation and ownership of other operational areas (recruiting, on-boarding, training, enablement, etc.)
- Provide mentoring and guidance to other team members
Sr. Sales Associate
Convergys India (now Concentrix)
10.2014 - 01.2017
- Company Overview: Convergys is a world-class customer management firm made up of 125,000 employees working in more than 150 service centers in 31 countries
- Clients and customers around the globe benefit from our exceptional service, geographic footprint and ability to support 47 languages worldwide
- Website: https://www.concentrix.com/
- The role was focused towards generating revenue for the company by marketing / selling products to customers of AT&T U-verse home solutions
- It also involved maintaining client relationships with the existing customers
- Convergys is a world-class customer management firm made up of 125,000 employees working in more than 150 service centers in 31 countries
- Clients and customers around the globe benefit from our exceptional service, geographic footprint and ability to support 47 languages worldwide
- Website: https://www.concentrix.com/
- Professionally handle incoming requests from customers through emails and live chats and ensure that issues are resolved both promptly and thoroughly within defined Service Level Agreements
- Thoroughly and efficiently gather customer information, access and fulfil customer needs, educate the customer where applicable to prevent the need for future contacts and document interactions through CRM
- Provide quality service and support in a variety of areas including system troubleshooting
- Use automated information systems to analyse the customer's situation
- Handles issues in the best interest of both customer and company
- Continuously evaluate and identify opportunities to drive process improvements that positively impact the customer's experience
- Handling the concerns of existing customers and reaching out to new customers and explaining them the benefits of AT&T U-verse home solution products
- Analysing customer's requirements and providing them solutions as per their needs
- Achieving sales targets by acquiring new clients and growing business from existing clients
- Creating database of existing and new clients
- Understanding and managing personal performance on daily basis
- Adhering to quality standards
Technical Support Executive
Tata Business Support Services Ltd.
07.2012 - 04.2014
- Company Overview: Headquartered in Hyderabad, TBSS is among the Largest Third party Outsourced Customer Service Providers in India, serving domestic as well as international customers
- TBSS provides inbound and outbound services (voice and non-voice) to its clients in English (for US and Indian geographies) and 14 regional Indian languages from its Indian centres
- The role was focused towards maintaining & managing Internet network provided by TATA TELESERVICES all over the India
- It also involved reaching out new customers and maintaining client relationships with the existing customers
- Headquartered in Hyderabad, TBSS is among the Largest Third party Outsourced Customer Service Providers in India, serving domestic as well as international customers
- TBSS provides inbound and outbound services (voice and non-voice) to its clients in English (for US and Indian geographies) and 14 regional Indian languages from its Indian centres
- To provide post-sales support to understand customer needs, map workflow processes, analyse technical requirements, competition offerings for TATA Leased Line and voice solution products (DLC, MPLS, NPLC, ILL, PRI, TFN etc.)
- Analyse technical problems which are reported via phone/email by customers, partners or Subsidiaries
- Get sufficient information from customer about the product and raise complaints for Technical problems in Leased Line or Voice solution products and forward these complaints to concern teams to for further proceeding
- Provide technical responses & formal documentation in written & graphic formats based on customer requests and workflow process to customer
- Provide on-going support/updates to customers via mails and calls, to ensure resolution of application problems being faced
- Management of all Service Request / Complaints through a proper process, Assesses stalled issues and takes appropriate action to move them through the process
- Track cases to ensure timely response (in accordance with Service Level Objectives and Operational Level Objectives)
- Provide communication to the end user on the progress and status of the issues as needed, ensure the status, progress, and history of the Incident / Service Request is up to date and correct for incidents that are not formally escalated and also maintain it in the CRM regularly
- Monitor the incidents and keep proper updates from the concern team on regular basis
- Provide inputs to Team members for performance improvement
- Ensures miss-routed cases are trapped and assigned to correct support workgroups
- Resolve the issue within the estimated time and escalate the case at higher level if there is any delay in processing by any team
Education
B. Tech - CSE
GPA: 60%
Diploma Engg. - CSE
GPA: 78%
Matriculation - undefined
GPA: 73%
Skills
Strong communication
IT fluency
Creative problem solving
Industry knowledge
Ability to handle pressure
Meet deadlines
Prioritizing
Attention to detail
Time management
Organisation
Digital Marketing
Web research
Sales/Marketing
MS-Excel
MS-Outlook
Google tools
Web development technologies
PHP
CRM tools
Marketing Tools
Salesforce
HubSpot
Accomplishments
- Won Mr. Dean-2017 award and spot recognition award in Dean Infotech
- Won Best Employee award for year 2019 in Dean Infotech
- Started Salesforce Development/Administration process at Dean Infotech
- Spot Recognition Award for proactive approach to Sales Process in July 2018 at Dean Infotech
- Won lots of R&R awards during job in Convergys
- Won R&R for highest productivity during job in TBSS
- First Prize in Inter Hall Quiz Competition
- Finalist in the Technical Quiz held in Technical Fest
- Coordinated the Brain Drain event in college tech-fest
Personal Information
- Father's Name: Vakeel Ahmad
- Date of Birth: 03/27/87
- Gender: Male
- Nationality: Indian
- Marital Status: Married
- Religion: Islam
Disclaimer
I hereby declare that the information furnished above is true to best of my Knowledge and belief.
Certification
Upwork Skill Certification - Customer Service
Web surfing, Reading books
I love to exploring Internet and reading books to gain knowledge and enhance my skills.
Software
WordPress
CRM Systems
MS Office Tools
Languages
English
Bilingual or Proficient (C2)
Hindi
Bilingual or Proficient (C2)
Urdu
Upper intermediate (B2)
Punjabi
Bilingual or Proficient (C2)
French
Intermediate (B1)
Timeline
Freelancer - Various
01.2025 - Current
Upwork Skill Certification - Customer Service
04-2023
Happiness Contractor - Automattic
12.2022 - 12.2024
Freelancer - Various
01.2020 - 12.2022
Sr. BDM/PM - Embronic Technosoft
01.2020 - 02.2021
Team Lead - Business Development (Salesforce) - Dean Infotech Pvt. Ltd.
04.2017 - 01.2020
Sr. Sales Associate - Convergys India (now Concentrix)
10.2014 - 01.2017
Technical Support Executive - Tata Business Support Services Ltd.
07.2012 - 04.2014
University Polytechnic (AMU) - Diploma Engg., CSE
Bal Bharti High School - Matriculation,
Maharaja Agrasen Institute of Technology - B. Tech, CSE