Mohamed Hashim Baig
Chennai
Summary
Experienced and results-driven Product Support Specialist with 6+ years of expertise in managing technical support operations, client communications, and data-driven service delivery. Currently serving as a Deputy Team Leader, overseeing three critical teams: Incident Management, Client Reporting, and Training. Proven track record in handling escalations, leading cross-functional teams, and ensuring rapid resolution of wide-impact issues. Strong background in analytics, ticketing systems, and stakeholder management. Adept at streamlining support processes, maintaining software scalability, and delivering consistent, high-quality support experiences to clients and internal teams.
Overview
6
6
years of professional experience
Work History
Deputy Team Leader
FE fundinfo
Chennai
03.2025 - Current
- Facilitated training sessions for new employees on company policies and procedures.
- Ensured adherence to company policies and procedures by regularly auditing staff compliance levels.
- Generated weekly reports summarizing progress towards goals set by management.
- Analyzed key performance indicators to identify effective strategies.
Product Support Specialist
FE fundinfo
Chennai
04.2024 - 02.2025
- Provided timely feedback to management regarding customer service issues.
- Maintained positive working relationship with fellow staff and management.
- Assisted customers with installation, configuration, and troubleshooting of products.
Senior Product Support Analyst
FE fundinfo
Chennai
04.2023 - 03.2024
- Promoted to Senior Product Support Analyst on April 1, 2023, for outstanding performance and dedication to resolving complex customer issues.
- Prepare and deliver detailed monthly reports and Lead & facilitate Quarterly Business Reviews to clients, showcasing product performance metrics, trends, and insights.
- Handle escalated client issues with tact and diplomacy, ensuring swift resolution and maintaining client satisfaction.
- Support and mentor junior team members, sharing knowledge and best practices for improved performance.
Product Support Analyst
FE fundinfo
Chennai
11.2021 - 03.2023
- Investigating and resolving complex issues within the agreed SLA
- Managing code changes through the coordination of multiple teams both onshore and offshore including developers, QA testers, and data analysts
- Handling client interactions and expectations.
- Star performer for month of Feb22, June22, Sept22 & Spotlight award - Dec22
Data Associate ML
Amazon
Chenbai
07.2019 - 10.2021
- Gathered customer requirements and developed machine learning product features to address needs
- Transcribe user defined data into working data
- Maintain quality FTP of NLP, Distributed Systems, large scale computing, Big Data technology.
- Verify the annotated files within stipulated time.
- Star performer for the month of October, November 2019 and Jan 2020
Education
Bachelor of Technology - Automobile Engineering
Abdur Rahman Crescent Institute of Science And TechnologyUniversity
Chennai05.2019
H.S.C -
St.Joseph's Anglo Indian Boys Higher Secondary School
Vepery, Chennai03.2015
S.S.L.C -
St.Joseph's Anglo Indian Boys Higher Secondary School
Vepery, Chennai03.2013
Skills
- CRM software
- Basics of SQL
- Microsoft Office
- Confluence & Documentations
- PPT presentation
- QA Testing
- Employee training
- Performance analysis
- Customer support
- Data analysis
- Project management
- Team collaboration
- Client relationship management
- Report generation
- Mentorship
Project Management
- Successfully led a backlog reduction project by analyzing ticket patterns, prioritizing tasks, and optimizing workflow, resulting in a significant drop in unresolved cases and improved response times.
- Coordinated with cross-functional teams to identify root causes, implement process improvements, and ensure timely closure of aged tickets.
- Tracked metrics and progress regularly, providing updates to stakeholders and maintaining accountability across the team.
Languages
English
Proficient
C2
Hindi
Advanced
C1
Languages
Proficient, Advanced
Leadership And Extracurricular
- Office Cultural Head - helped organizing various successful events.
- School pupil leader of my school.
- Organizer for various events (Literary and Technical) in my university.
- College Fashion team head
Timeline
Deputy Team Leader
FE fundinfo
03.2025 - Current
Product Support Specialist
FE fundinfo
04.2024 - 02.2025
Senior Product Support Analyst
FE fundinfo
04.2023 - 03.2024
Product Support Analyst
FE fundinfo
11.2021 - 03.2023
Data Associate ML
Amazon
07.2019 - 10.2021
Bachelor of Technology - Automobile Engineering
Abdur Rahman Crescent Institute of Science And TechnologyUniversity
H.S.C -
St.Joseph's Anglo Indian Boys Higher Secondary School
S.S.L.C -
St.Joseph's Anglo Indian Boys Higher Secondary School