K.K ALAM

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

Summary

Overview

Work History

Freelancer

Happiness Contractor

Freelancer

Sr. BDM/PM

Team Lead - Business Development (Salesforce)

Sr. Sales Associate

Technical Support Executive

Education

B. Tech - CSE

Diploma Engg. - CSE

Matriculation - undefined

Skills

Accomplishments

Personal Information

Disclaimer

Certification

Web surfing, Reading books

Software

Languages

Timeline

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