Mohd Ashraf Ali
Hyderabad
Summary
Experienced Senior Associate with analytical and flexible approach to solving problems. Decisive leader driven to optimize processes and streamline operations for team efficiency.
Overview
3
3
years of professional experience
Work History
Senior Associate
Tech Mahindra Business Services
Hyderabad
11.2022 - 05.2024
- Provided top-notch IT support, aligning with Tech Mahindra's mission of enabling progress for Enterprises, Associates, and Society
- Achieved a customer query resolution rate of 95%+ through effective messaging assistance
- Contributed to a 20% revenue increase by actively participating in up-selling and gross sales strategies
- Collaborated cross-functionally, optimizing processes for a 15% boost in operational efficiency
- Amplified stakeholder value by leveraging innovation platforms and reusable assets, realizing a 30% enhancement.
Customer Service Representative
Sutherland Global Services
Hyderabad
08.2021 - 08.2022
- Consistently maintained customer satisfaction rate above 95%, showcasing unwavering commitment to top-tier service and effective issue resolution
- Successfully defused challenging customer situations, applying strong analytical skills, resulting in 30% reduced escalated complaints
- Expertly navigated diverse communication channels (phone, email, live chat), adapting styles for seamless interactions
- Instrumental in team development, provided on-the-job training, contributed to 20% faster on-boarding, and fostered collaboration
- Led data-driven initiative, optimized support processes, improved response times by 40%, boosting overall department efficiency.
Education
Bachelor's - Commerce, Information Technology
Osmania University
06.2021
Skills
- Network Administration
- Hardware troubleshooting
- Network Security
- Networking
- Microsoft Word
- Communication
- Data Entry
- Customer Service
- Customer service excellence
- IT Customer Service
Interests
Travel Sports & Fitness Cooking Gaming
Languages
Additional Information
- ACHIEVEMENTS , Excellence Award (01/2023) Awarded for consistently exceeding targets, driving a 20% increase in team productivity and upholding a culture of excellence. MVP Award (03/2022) Honored for achieving 98% customer satisfaction, defusing complex issues, mentoring peers, reducing escalations by 25%, and driving 15% up-selling growth. Rising Star Award (09/2021) Recognized for achieving exceptional results, contributing to a 30% efficiency boost, and making a significant impact within a brief period.
- Achievements/Tasks Achievements/Tasks Courses
Accomplishments
- Excellence Award (01/2023) Awarded for consistently exceeding targets, driving a 20% increase in team productivity and upholding a culture of excellence.
- MVP Award (03/2022) Honored for achieving 98% customer satisfaction, defusing complex issues, mentoring peers, reducing escalations by 25%, and driving 15% up-selling growth.
- Rising Star Award (09/2021) Recognized for achieving exceptional results, contributing to a 30% efficiency boost, and making a significant impact within a brief period.
Languages
English
First Language
Hindi
Proficient (C2)
C2
Urdu
Proficient (C2)
C2
Timeline
Senior Associate
Tech Mahindra Business Services
11.2022 - 05.2024
Customer Service Representative
Sutherland Global Services
08.2021 - 08.2022
Bachelor's - Commerce, Information Technology
Osmania University
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