Mohamed Ali R
Coimbatore
Summary
Over 15 plus years of professional experience in Program Management, People Management, Process implementation and Account Management. Demonstrated personal and professional integrity, high energy level, and a passion for superior customer service at all levels. Ability to think strategically at the executive level, foster change, incorporate innovation and implement strategies throughout appropriate levels of the organization. Exceptional team leadership skills to include the ability to effectively coach, motivate and empower team members. High level customer interaction skills and the ability to build and sustain trusted relationships both internally and externally. Strong background in analysis, critical decision making and process improvement. Excellent interpersonal, communications and organizational skills, sound judgment and computer proficiency. An effective communicator with exceptional relationship management skills with the ability to relate to people at any level of business and management and significant experience working with steering committees and other project managers.
Overview
13
13
years of professional experience
Work History
Y-Axis Solutions Private limited
04.2020 - 12.2020
- Plan direct and evaluate the activities of sales and service departments for production flow
- Organize branch's sales operations by understanding the client needs
- Establish organizational policies and procedures in relation to sales, SLA's and visa renewals.
- Responsible for Managing the delivery of Services towards the immigration services
- Responsible for Flawless Execution of Service Delivery
- Interface with Client on Service Delivery and Contractual issues
- Ensure appropriate Liaison with Account Management team
- Determine strategic planning related to new product lines
- Lead sales team in building relationships with business clients and manage negotiations of sales contracts
- Recruit, organize, train and manage staff
- May work with the marketing department to understand and communicate marketing messages to the field.
- Working with CRM tool and Salesforce
- Taking care of all corporate sales and conducting meetings with senior managers of the company for providing better plans as per their needs.
- Monitoring the branch and admin activities with all the report
Network Engineer
Cybernet Slash Support
11.2010 - 04.2012
- Interface with Client on Service Delivery and Contractual issues
- Ensure appropriate Liaison with Account Management team
- SLA/ OLA governance and review
- Worked as a Network engineer for a US based client by supporting the Level -1 technical support
- Trouble shooting the router issues with Cisco 1900 series
- Communicate electronically and in person with computer users experiencing difficulties to determine and document problems experienced
- Emulate or reproduce technical problems encountered by users
- Provide advice and training to users in response to identified difficulties
- Provide business systems, network and Internet support to users in response to identified difficulties
- Collect, organize and maintain a problems and solutions log for use by other technical support analysts
- Participate in the redesign of applications and other software May supervise other technical support workers in this group.
Customer support executive
Sutherland Global services
05.2008 - 09.2010
- Customer service representatives for US based tax filing product
- Handling inquiries from customers about the product usage
- Investigate complaints regarding the establishment's goods, services and policies
- Arrange for refunds as per the policy
- Exchange and credit for returned merchandise
- Receive account payments; and receive credit and employment applications.
- Taking customer orders for goods or services
- Promote products or services and upselling the new version
- Respond to enquiries and emergencies Interface with Customer on Service Delivery and Contractual issues
- Responsible for goal setting and Performance Management
- Coaching, Mentoring, training and Career guidance
- Team meeting and 1 one 1 meetings with team members
- Responsible for organizing training programs
- Strive to increase efficiency and optimization of team
Education
Bsc - computer science
Osmania University
01.2006
Skills
- Service Delivery Management
- People Management
- Project Management
- Account Management & Governance
- Process Improvement
- Finance Management
- Management of Change
- Service Quality
- Quality & Compliance
Education And Certifications
Bsc computer science, Osmania University, 06/01, ITIL Infrastructure Foundation, Prince2 for Project management course
Accomplishments
- Consistent topper award in service level agreements with new and existing clients for the branch and across the company.
- Awarded with Europe trip by CEO of the company for second year's Sales performance across the company.
Father's Name
Rafeek Ahamed
Personal Information
- Date of Birth: 09/09/85
- Gender: Male
- Marital Status: Married
Languages
- English
- Tamil
- Hindi
- Malayalam
- Telugu
Signature Skills
- Service Delivery Management
- People Management
- Project Management
- Account Management & Governance
- Process Improvement
- Finance Management
- Management of Change
- Service Quality
- Quality & Compliance
Professional Synopsis
11, Program Management, People Management, Process implementation, Account Management, Customer service, Team leadership, Analysis, Critical decision making, Process improvement, Interpersonal skills, Communication skills, Organizational skills, Computer proficiency
Languages
Tamil
First Language
English
Advanced
C1
Hindi
Advanced
C1
Timeline
Y-Axis Solutions Private limited
04.2020 - 12.2020
Network Engineer
Cybernet Slash Support
11.2010 - 04.2012
Customer support executive
Sutherland Global services
05.2008 - 09.2010
Bsc - computer science
Osmania University