Sayed Saem Faizal
Cuttack
Summary
Experienced in managing front- end and back-end operations, resolving process issues, and ensuring accuracy in data handling. Skilled in process improvement, client coordination, and supporting team efficiency in high - volume environments.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Senior Process Associate
TATA CONSULTANCY SERVICES
07.2024 - 10.2025
- Worked as a Senior Process Associate at TCS in a back-office utility project, ensuring accurate billing and data management.
- Responsible for resolving discrepancies, maintaining service quality, and supporting smooth operational workflow.
Customer Service Associate
ACCENTURE
01.2022 - 05.2024
- Exceeded key performance indicators (KPIs) such as average handle time and first-contact resolution by consistently leveraging internal resources and diagnostic tools.
- Educated customers on product features, billing details and benefits of new devices, accessories, and plan upgrades, contributing to a 10% increase in monthly upsells.
Associate Technical Support
TECH MAHINDRA
Noida
03.2019 - 09.2021
- Assisted customers with new line activations, plan changes, and device trade-ins, ensuring a seamless and positive experience.
- Documented all customer interactions, troubleshooting steps, and resolutions in the CRM system (ACSS), ensuring detailed records for future reference.
Customer Support Associate 1
CONCENTRIX
Gurugram
03.2018 - 03.2019
- Provided technical support and customer service to over 100 customers daily through live chat, resolving issues related to AT&T U-verse TV, internet, and phone services.
Education
Bachelor of - Compute r Applications
CSJM UNIVERSITY
KANPUR01.2017
Intermediate -
01.2013
Skills
- Billing accuracy
- Discrepancy resolution
- KPI achievement
- Technical troubleshooting
- Customer relationship management
- Service quality maintenance
- Problem solving
Certification
Diploma in Computer Application (DCA), Rajeev Gandhi Computer Saksharta Mission, Jodhpur, Rajasthan
Accomplishments
- Awarded Best Agent at Tech Mahindra for consistent high performance and customer satisfaction.
- Completed Quality Analyst Course – Intermediate Level.
- Received Client Appreciation at Accenture for quality service delivery.
Languages
- English, Fluent
- Hindi, Fluent
- Odia, Fluent
Timeline
Senior Process Associate
TATA CONSULTANCY SERVICES
07.2024 - 10.2025
Customer Service Associate
ACCENTURE
01.2022 - 05.2024
Associate Technical Support
TECH MAHINDRA
03.2019 - 09.2021
Customer Support Associate 1
CONCENTRIX
03.2018 - 03.2019
Bachelor of - Compute r Applications
CSJM UNIVERSITY