Mohammed Riyazuddin

• Provided technical support to WordPress.com users resolving issues related to their websites, including issues with themes, plugins and more.
• Diagnosed and reported bugs in a timely manner.
• Suggested HTML and CSS based solutions when needed.
• Participated in product/feature testing on a weekly basis and provide feedback to product developers.
• Gained knowledge and expertise in other Automattic products like Jetpack, WooCommerce and more.
• Participated in a 6-month rotation with the hiring team where I was responsible for assisting them with shortlisting, interviewing, onboarding candidates. Also played the role of trial lead where I lead 3-4 Trial Happiness Engineers at a time.
• Became part of the Training Guild that is responsible for keeping the training materials updated.
• Became part of the Documents Guild. As a guild member created, updated retired 150+ user facing support documents. Still part of the Documents Guild.
• Assisted other Happiness Engineers and Contractors with their issues/queries while they helped our customers.

• Employed comprehensive benchmarks to establish and monitor customer service standards.
• Hosted forums for current and prospective customers to share concerns, thoughts and ideas.
• Motivated and developed employees to overcome challenges and achieve goals to boost efficiency and performance.
• Built strong relationships with field operations team to support business development opportunities and improve service.
• Managed a team of 15-20 L1 and L2 Support Engineers including scheduling, holiday planning, performance management, productivity improvements, on/off-boarding
• Participated in hiring tournaments, recruitment, testing, interviewing and candidate feedback; work with our recruiters to continuously improve the process
• Reported on team performance and analysis; planning and execution of improvement plans to reach goals: net promoter score, response and resolution time, internal quality standards and other KPIs
• Orchestration of agent training using our innovative pair support model, and contribute to knowledge-management,, quality management and other internal improvement plans
• Proactive improvement plans across multiple support channels - telephone, chat, support portal, email, social media support channels
• Contributed to new product imports and proof of concept trials as part of our growth and innovation strategies
• Transitioned support from a newly acquired company to ESW Capital.

* Lead the L1 and L2 support team at Teradata, Hyderabad.

* Helped team members collaborate with peers and Solution Engineers, as appropriate, developing the problem isolation and solution creation plans to uncover the root cause and the fix for the customer problem.

* Assessed the risks, business impact (including financial) and technical resource impact of the service delivery.

* Engaged with the Customer or Customer Account Team as needed to address operational issues

* Evaluated performance and provided feedback to team members.

* Acted as a Liaison for L1/L2 and other support groups

* Involved in objective setting, performance management, reward and recognition programs.

* Participated in special projects to continuously improve processes, tools, systems and organization

* Reported status at regular operational meetings on progress of business, as well as support activities with other centers.

* Participated in planning and implementing personal and career development activities.

* Involved in all stages of employee life cycle including hiring, training, performance evaluation, voluntary/involuntary separations etc.

• Joined as an entry level support analyst in 2005.
• Worked my way up to become a Team Lead, Assistant Manager and Manager.
• Managed a team of 8-10 frontline analysts as a team lead.
• Managed L1 support supervising 6 Team Leads as an Assistant Manager.
• As a Manager, managed L1 and L2 supervising 3 Assistant Managers.
• Responsible for support operations.
• Involved in all phases of employee life cycle from hiring to separation.
• Evaluated performance and provided feedback.
• Organized multiple offsite meetings for leadership training and development for the entire support division.
• Participated in routine as well as special hiring drives to maintain the required headcount.
• Developed and introduced multiple criteria for R&R awards.
• Participated in various projects involving team, leadership group and cross-functional teams and leaders.
• Maintained employee engagement score of 88%+ all the time.