Mohammed Ismail
Hyderabad
Summary
To be a part of an Organization that would provide me an opportunity to put my best efforts to achieve Organizational goals and in turn helps me grow professionally and personally.
Overview
15
15
years of professional experience
Work History
Voice-Support Officer
Knoah Solutions Private Limited
- Understand role of a ‘vSO’ in the organization
- To serve customers based on the Internet setup
- Troubleshooting, configuring and resolving application software issues on various Operating systems like Windows 98, 2000, XP, Vista, 7 and MAC
- Setup and configuration of aDSL, Cable, Satellite and TrueVoice (VoIP) connections
- Handle issues arising out of home based routers
- Setup computers to connect wirelessly and encrypt wireless connections
- To fill Trouble Tickets, if required & set expectations with customers
- Maintain good quality scores
- Attend team meetings and work on feedback received by Team Leader on various aspects.
Manager - Order Management (M6)
DELL Technologies
Hyderabad
01.2022 - Current
- Leading a high performing global team of 14 Team members consisting of Senior Specialist and Specialist, taking care of the Order Management, delivering consistently on the business goal QoQ, supporting all segments in EMEA
- Drive High performance, inclusive work culture, mitigating the process gaps and deliver process improvement
- Promote teamwork and accountability to deliver the team and business goals helping the Career progression by empowering team members with inclusive work culture
- Managing performance productivity, driving the SL, operational efficiency, and excellence
- Accomplishments:
- Successful Launch of DSA Tool in EMEA Region
- Support Online Transformation: Successful transition of France SCC Account to Online.API B2B Order Integration to Increase ePen
- SCC is the biggest partner in France, placing approximately 12K orders every year (generating approximately $375Mil in FY23 Revenue, around 30% of the entire channel revenue in France) with 95% of them being booked offline
- Won CFS win of the week for increasing ePen
- Won Multiple Inspire recognitions.
Sr.Specialist Order Management (Coach/Trainer)
DELL Technologies
09.2018 - 01.2022
- Contributed in successful transition of OMS process from Sutherland to Dell
- Got the opportunity to closely work with robotics team at Dell and played a significant role in successfully developing and implementing the RPA for OMS team – ABBYY
- First POC for all escalations and queries related to Offline OP teams
- Liaising with ISR’s, Care teams, Logistics, Quality team to ensure effective and quick issue resolution, thereby having a direct impact on positive customer experience
- Queue monitoring and management
- Imparted, GBS team/New hires/Bottom quartile, with the knowledge and basics of OMS, ABBYY and various other tools
- Facilitated the quality team setup by providing process related inputs and documentation
- Played a vital role in drafting the quality parameters and relayed the same to frontline
- Preparation and presentation of SDC reports
- Validation of errors and COD data
- Supported my manager in drafting and providing quarterly feedback for the team members
- Accomplishments:
- Successful Implementation of ABBYY LT
- Dell Champions Award – FY 19
- Customer-first Award Q3 FY20
- CFS win of the week – Zero COD
Lead Operations
SUTHERLAND
11.2013 - 09.2018
- Managing EMEA Offline Order Management business (PLE, ASR/OP G500&GCC& Germany language specific & DEMO& GTM Process) Part of Automation/ROBOTICS project by sharing the process inputs with the automation teams for the workflow design and helping to fix the bugs and errors in the automation process implementation attending daily pulse calls, and mediation between op’s in working on the Smart RPA tool feeding the inputs for the robot to process orders for GCC segment
- Handling daily/weekly pulse calls
- Heading a team size of 26 Responsible for quality, productivity, SDC & Shrinkage Conduct daily team huddles to share best practices & Process updates Active participant in all client calls
- Accomplishments: Actively helping Automation/Robotics team in project discovery & process efficacy
- Helped in migrating language specific process (Germany OP) for acquiring better metrics with lower process cost
- Implemented OTOQ (One Team One Queue) methodology, which helped in yielding better time management of an OP along with good metrics across the LOBs
- Was part of creating developed training material, SOPs (Standard Operating Procedure) & process maps for EMEA
- Handled the Critical & toughest accounts – ASR G500, Cloud & Compellent SPOC for EMEA Cloud Order Processing SPOC for EMEA DEMO Order Processing SPOC for EMEA Credit Card Order processing Worked as ASR for PLE UK region Worked as ASR for G500 UK region Handle customer and sales escalations by performing root cause analysis Monitoring new hires and providing timely refresher to bring them up the learning curve enabling them to improve performance and productivity Highlights: Implemented OTOQ (One Team One Queue) methodology, which helped in yielding better time management of an OP along with good metrics across the LOBs
- Handled the Critical & toughest accounts – ASR G500, Compellent , Cloud & German Language Specific accounts Always Part of deployment and testing calls for online business validation on Gii
- Shared inputs with Dell IT team to get the online import feature successful launch on Gii
- Successful process transitions from Bratislava to Hyderabad - PLE, ASR G500& Compellent & Language Specific German process
- EMEA PLE Process training given to the GCC team including the ramp set till go live support
- Awards & Recognition:
- Nominated for Dell Bronze Award
- WON Multiple Udaan Award (Sutherland recognition) & You Make a difference Award Learning & Development: CDP (Consultant Development Program) Fred Pryor Online Training
Senior Associate, Technical Support
Goldstone Technologies Limited
04.2009 - 06.2011
- Understand role of a SATS in the organization
- Handle Multi channels like, Live Chat, Emails and Calls (Inbound & Outbound)
- Troubleshoot, configure and resolve application software issues on various Operating systems like Windows 98, 2000, XP, Vista, 7 and MAC
- Update next level support team about application software issues and be abreast with the latest updates and patches released for different Operating system
- Proactively check SLA tickets and resolve them to meet SLA
- Maintain good quality scores
- Attend team meetings and work on feedback received on various aspects
- Mentoring the hire agents
- Maintain Punctuality and self-respect
- Obey organizational policies.
Education
MBA - Marketing & HR
VIF- JNTU
Himayathnagar10-2013
B.COM - Accounting And Finance
AV College of Arts, Science & Commerce
Himayatnagar12-2005
Skills
- Value Leadership/Managerial Skills
- Ability to learn and deliver
- Adaptive to dynamic situations
- Patience and confidence
Primary Assets
Value Leadership/Managerial Skills. Ability to learn and deliver. Adaptive to dynamic situations. Patience and confidence.
Personal Information
- Father's Name: Late Mohammed Ibrahim
- Date of Birth: 07/04/YY
- Nationality: Indian
- Marital Status: Married
Languages
English, Urdu, Hindi and Telugu
Timeline
Manager - Order Management (M6)
DELL Technologies
01.2022 - Current
Sr.Specialist Order Management (Coach/Trainer)
DELL Technologies
09.2018 - 01.2022
Lead Operations
SUTHERLAND
11.2013 - 09.2018
Senior Associate, Technical Support
Goldstone Technologies Limited
04.2009 - 06.2011
MBA - Marketing & HR
VIF- JNTU
B.COM - Accounting And Finance
AV College of Arts, Science & Commerce
Voice-Support Officer
Knoah Solutions Private Limited
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