Summary
Overview
Work History
Education
Accomplishments
Personal Information
Software
Certifications
Languages
Certification
Reading/listening books, Web surfing, Travelling
Timeline
Generic
K.K ALAM

K.K ALAM

New Delhi

Summary

I am a dynamic professional with a proven track record. Over the past decade, I've sharpened my skills in sales and customer service roles. I've had the opportunity to work with big brands like Automattic, AT&T, and TATA Tele Services, as well as with various small and medium-sized enterprises. My professional journey has equipped me with a wealth of experience in diverse administrative roles, providing services in customer support, sales, technical support, and web development to companies worldwide.

Overview

13
13
years of professional experience
1
1
Certification

Work History

Happiness Contractor

Automattic
12.2022 - Current
  • 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

N/A
01.2020 - 11.2022
  • Worked with a small team of friends and helped clients with Content Writing, Digital Marketing, Web/Mobile Development and Salesforce CRM support.
  • Led team of designers and developers to deliver projects on time, ensuring high-quality standards and client satisfaction.
  • Provided technical support and maintenance for clients' websites, ensuring optimal performance and security.
  • 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.

Team Lead - Business Development

Dean Infotech Pvt. Ltd.
04.2017 - 01.2020
  • Cultivated a culture of accountability within the team by establishing clear expectations around performance goals and provided regular feedback on progress made toward achieving them.
  • Maintained fruitful relationships with clients and addressed their needs effectively. Researched and identified new market opportunities, organizations and individuals online (Especially on social media and freelancing platforms like Upwork, Freelancer, Guru etc.) to identify new leads and potential new markets
  • Negotiated favorable contracts with vendors, reducing costs while maintaining quality standards for the organization.
  • Facilitated collaborative brainstorming sessions among team members, encouraging creative problem-solving techniques for addressing client needs.
  • Managed budgets for various projects or initiatives within the department, allocating resources efficiently based on priority levels determined by leadership input.
  • Worked directly with clients to lead projects, facilitated business process analysis sessions, developed and delivered key components of technology solutions.

Senior Customer Care Officer

Concentrix
10.2014 - 01.2017
  • Professionally handled incoming requests from AT&T U-Verse customers through live chats and ensured that issues are resolved both promptly and thoroughly within defined Service Level Agreements.
  • Thoroughly and efficiently gathered customer information, accessed and fulfilled customer needs, educated them where applicable to prevent the need for future contacts and documented interactions through CRM.
  • Utilized CRM software efficiently, effectively managing customer data to inform future interactions and account management strategies.
  • Maintained up-to-date knowledge of industry trends and competitive offerings to provide informed recommendations to customers.
  • Mentored junior staff members, fostering an environment of growth and skill development within the department.

Technical Support Executive

Tata Business Support Services Ltd.
07.2012 - 04.2014
  • Managed a high volume of tickets in the helpdesk system, consistently meeting or exceeding response time targets.
  • Analyzed technical problems which were reported via phone/email by customers, partners or subsidiaries.
  • Gathered sufficient information from customer about the product and issues, and raised complaints for technical problems in Leased Line or Voice solution products offered by Tata Tele Services Ltd. Forwarded those complaints to concern teams to for further proceeding.
  • Tracked tickets to ensure timely response (in accordance with Service Level Objectives and Operational Level Objectives). Provided communication to the end user on the progress and status of the issues as needed, ensured 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 maintained it in the CRM regularly.
  • Resolved the issue within the estimated time and escalated the case at higher level if there was any delay in processing by any team.
  • Maintained comprehensive documentation of customer interactions, ensuring seamless handoff between support staff.
  • Continuously updated personal knowledge of industry trends and advancements in order to provide accurate information to customers.

Education

B. Tech - Computer Science

Guru Gobind Singh Indraprastha University

Diploma Engineering - Computer Science

Aligarh Muslim University

Accomplishments

    • Won Best Employee award for the year 2019 in Dean Infotech.

    • Won Mr. Dean-2017 award in Dean Infotech.

    • Started Salesforce development/administration process at Dean Infotech and managed successfully till worked there.

    • Won lots of R&R awards during job in Concentrix

    • Won R&R for highest productivity during job in TBSS.

Personal Information

Software

WordPress

Certifications

04-2023

Languages

English
Bilingual or Proficient (C2)
Hindi
Bilingual or Proficient (C2)
Punjabi
Bilingual or Proficient (C2)
Urdu
Intermediate (B1)
French
Elementary (A2)

Certification

Upwork Skill Certification - Customer Service

Reading/listening books, Web surfing, Travelling

Reading has always been a cherished pastime of mine. I thoroughly enjoy immersing myself in self-help, investment, and intellectual improvement books. Biographies also hold a special place in my reading list. Audiobooks complement my reading habits perfectly. They allow me to dive into stories while multitasking or taking a leisurely walk in nature.


The internet serves as my contemporary library, brimming with a wealth of information ripe for exploration. I gain immense satisfaction from uncovering blogs, articles, and forums that pique my interest. These range from the latest literary trends to travel blogs unveiling hidden treasures around the world. The web also aids me in fulfilling my professional duties and honing my skills.


Traveling, on the other hand, offers me profound inspiration and education. Each destination tells its own tale, and each interaction adds another page to my life's book. From tasting local delicacies, strolling through markets, to engaging with locals, I gather experiences that expand my understanding of the world.

Timeline

Happiness Contractor

Automattic
12.2022 - Current

Freelancer

N/A
01.2020 - 11.2022

Team Lead - Business Development

Dean Infotech Pvt. Ltd.
04.2017 - 01.2020

Senior Customer Care Officer

Concentrix
10.2014 - 01.2017

Technical Support Executive

Tata Business Support Services Ltd.
07.2012 - 04.2014

B. Tech - Computer Science

Guru Gobind Singh Indraprastha University

Diploma Engineering - Computer Science

Aligarh Muslim University
K.K ALAM