Summary
Overview
Work History
Education
Skills
Timeline
Generic

Shaheer Ahmed

Kolkata

Summary

Results-driven professional specializing in customer service and operations management. Known for exceptional problem-solving abilities and strong interpersonal skills, consistently improving customer satisfaction and team performance through mentoring and effective communication.

Overview

16
16
years of professional experience

Work History

Customer Service Support Advisor

British Telecom
Kolkata
07.2024 - Current
  • Resolved customer inquiries using troubleshooting techniques and problem-solving skills.
  • Educated customers on product features through detailed explanations and demonstrations.
  • Maintained up-to-date knowledge of products to provide accurate support information.
  • Troubleshot customer inquiries related to software and hardware issues.
  • Served as first point of contact for incoming technical service calls.

Operations Head

Kredence Infotech Solutions PVTLTD
Kolkata
10.2013 - Current
  • Managed Team of over 40 Employees
  • Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
  • Established positive and effective communication among unit staff and organization leadership, reducing miscommunications and missed deadlines.
  • Increased profit by streamlining operations.
  • Directed initiatives to improve work environment, company culture or overall business strategy.
  • Identified and resolved unauthorized, unsafe or ineffective practices.
  • Reviewed operations reports to understand numbers and trends.
  • Formulated processes to reduce downtime and financial loss.
  • Spearheaded department training to enhance employee performance and boost employee productivity.
  • Identified procedure or process changes required to improve performance and productivity.

Team Leader

Xplore TechServices PVT LTD
Kolkata
04.2009 - 08.2012
  • Headed compliance team in adherence to UK Compliance for outbound calling.
  • Handled Team of 12 running different new campaigns.
  • Increased the team strength to 30 within three different processes.
  • Mentored and guided employees to foster proper completion of assigned duties.
  • Coordinated weekly meetings for groups.
  • Established open and professional relationships with team members to achieve quick resolutions for various issues.
  • Conducted training and mentored team members to promote productivity and commitment to friendly service.

Education

Bachelor of Science -

Acharya Jagadish Chandra Bose College
Kolkata
05.2010

Skills

  • Leadership Experience
  • Computer Proficiency-MS Excel
  • Computer Proficiency-MS Word
  • People's Skill
  • Problem Solving Abilities
  • Customer service
  • Decision-making
  • Multi-task management
  • Complaint resolution
  • Customer Handling
  • Continuous Improvement

Timeline

Customer Service Support Advisor

British Telecom
07.2024 - Current

Operations Head

Kredence Infotech Solutions PVTLTD
10.2013 - Current

Team Leader

Xplore TechServices PVT LTD
04.2009 - 08.2012

Bachelor of Science -

Acharya Jagadish Chandra Bose College

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Shaheer Ahmed