Summary
Overview
Work History
Education
Skills
Languages
Personal Information
Timeline
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Mouzima Hussain

Bangalore

Summary

Dynamic Team Leader with extensive experience at NielsenIQ, driving operational excellence and enhancing customer satisfaction through effective performance management and ITIL practices. Proven track record in leading technical support teams, implementing process improvements, and fostering a culture of continuous learning. Adept at troubleshooting and building strong relationships to achieve organizational goals.

Overview

11
11
years of professional experience

Work History

TEAM LEADER

NielsenIQ
Chennai
09.2023 - Current
  • Led a high-performing technical support team, overseeing day-to-day operations, team development, and service delivery to ensure consistent performance and alignment with organizational goals.
  • Collaborate cross-functionally with regional leaders and global support teams to identify and implement process improvements and tool upgrades.
  • Analyze operational performance data to drive data-driven decisions and improve support outcomes.
  • Supervise day-to-day support team operations, including recruitment, training, scheduling, and performance management.
  • Foster a culture of open communication, continuous learning, and cooperative problem-solving.
  • Build and maintain strong internal and external relationships to enhance service quality and customer satisfaction.
  • Champion knowledge sharing and best practices across support teams.
  • Contributed to major IT transformation projects, including the migration to a new ServiceNow instance and the organization-wide rollout of Microsoft 365 (M365), ensuring seamless adoption, minimal downtime, and effective end-user support.
  • Assisted in the onboarding and migration process during the GfK integration, providing comprehensive technical support, user training, and hands-on assistance with workstation setup to ensure a smooth transition for all GfK users.
  • Supported NIQ during the foundational phase of building its in-house technical support team after ending its contract with TCS. Played a key role in shaping team structure, onboarding new associates, and delivering process training to ensure operational readiness.

SERVICE DESK TEAM LEADER

TATA CONSULTANCY SERVICE (TCS)
11.2019 - Current
  • Company Overview: India
  • Managed allocation of resources within the team, provided guidance support and performance management to team members.
  • Assigned work to team members to ensure timely and effective response to user needs.
  • Developed and lead a culture of quality, consistency, continuous improvement, and teamwork.
  • Monitored Service Desk operations and escalated tickets to ensure client's problems are handled as expeditiously as possible.
  • Provided management reports on Service Desk operations.
  • Improved customer relations and technical support.
  • Trained Service Desk analysts on operational procedures and troubleshooting techniques.
  • Followed-up on support issues with customers to ensure that problems are resolved, and customer service is improved.
  • Performed tasks essential to the proper functioning of the department including, ordering, hiring & staffing, scheduling and managing payroll.
  • Maintained open lines of communication and ensured the most efficient operations for the department and store.
  • India

TECHNICAL SPECIALIST L3

HP Inc
08.2014 - 09.2019
  • Mentored and guided employees ensuring all were trained in product knowledge and capable of performing assigned duties.
  • Provided exceptional customer services with greeting and acknowledging all customers in a friendly, professional manner.
  • Prepared efficiency reports once per hour in order to monitor daily production variances.
  • Provided training to the new batches helping them to understand the process and assigning the duties on daily basis.
  • Maintaining the SLA and generating the reports on daily basis to maintain the Productivity of all the employees aligned.

Education

B.E - INFORMATION SCIENCE ENGINEERING

Ghousia College of Engineer
Bangalore, Karnataka
01.2014

Skills

  • Customer Service
  • Leadership
  • Troubleshooting
  • ITIL Framework
  • Remote desktop support
  • Performance management
  • Team leadership
  • Technical support
  • Performance improvement
  • Project management

Languages

  • English
  • Urdu
  • Hindi
  • Kannada

Personal Information

  • Title: Service Desk Team Leader
  • Date of Birth: 09/29/92
  • Nationality: Indian
  • Marital Status: Married

Timeline

TEAM LEADER

NielsenIQ
09.2023 - Current

SERVICE DESK TEAM LEADER

TATA CONSULTANCY SERVICE (TCS)
11.2019 - Current

TECHNICAL SPECIALIST L3

HP Inc
08.2014 - 09.2019

B.E - INFORMATION SCIENCE ENGINEERING

Ghousia College of Engineer

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Mouzima Hussain