Shaik Mohammed Affan
Network Engineer
Hyderabad
Summary
Knowledgeable Technical service delivery ready to undertake management of challenging technical environments. Consummate provider of flawless operational continuity. Proponent of consistent technological growth through exceptional engineering. Keen to take operational ownership of technical support operations. Dedicated 10+ years professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
10
10
years of professional experience
2
2
Certificates
2
2
Languages
12
12
years of post-secondary education
Work History
Team Leader
ATRIA CONVERGENCE TECHNOLOGIES Pvt. Ltd.
Hyderabad
01.2015 - 02.2025
- As leader of Service department, has taken key role in improving customer experience through the following tactics: mentoring, directing, supervising overall functions and staff of customer service operation, handling top-notch professional support services, providing personal interaction, and resolving varied client inquires and complex issues.
- Oversaw daily activities and supervised a team of Customer Service Representatives & Field Service Engineers who provided technical support to company's customers.
- Solved all major customer problems/queries that subordinates were not able to solve earlier.
- Trained and supervised customer service professionals to ensure optimum satisfaction of clients.
- Managed a team of Client Services Associates that focused on meeting Customer Service efficiency and quality standards.
- Led the process of hiring customer service representatives & Field Service Engineers.
- Documented and maintained reports related to discussions and feedback provided by customer and presented reports to appropriate department to enable further improvement in products/services.
- Handling Tele Agencies & Internal Outbound calling Teams.
- Won 'Service Certificate' for Working with the company for more than 5 years.
- Won 'Best Manager Leader' Award for engaging with Team conducted by Gallup.
- Won 'Service Excellence Award' for instrumental role in driving record-drop of Technical Complaints.
- Elevated Customers-satisfaction index; ensured the swift resolution of customer issues to preserve customer loyalty while complying with company policies.
- Served on special taskforce charged with turning around under-performing teams.
- Trained CSRs and Branch In charges and contributed to significant improvements in customer satisfaction levels.
- Introduced training programs that enhanced employee performance and helped build a motivated workforce.
- Developed and implemented a new Quality Control regime to assess customer service representative employee effectiveness, reducing service cancellation and improving customer satisfaction ratings.
- Attained targeted results in customer retention.
- Assisted the department involved and top-level management in solving severe issues which may have been produced due to firm's services or products.
Education
B. Tech -
Moghal Collage of Engineering An Technology
Hyderabad, India 06.2015 - 05.2019
Diploma - SBTET
QQSPT
Hyderabad 07.2011 - 05.2014
SSC - Secondary School Certificate
Little Flower High School
Hyderabad 06.2006 - 04.2011
Skills
Certification
CCNA
Timeline
B. Tech -
Moghal Collage of Engineering An Technology
06.2015 - 05.2019
Team Leader
ATRIA CONVERGENCE TECHNOLOGIES Pvt. Ltd.
01.2015 - 02.2025
Diploma - SBTET
QQSPT
07.2011 - 05.2014
SSC - Secondary School Certificate
Little Flower High School
06.2006 - 04.2011
Languages
English
Hindi
Accomplishment :
l Won “Service Certificate” for Working with the company for more than 5years.
l Won “Best Manager Leader” Award for engaging with Team conducted by Gallup.
l Won “Service Excellence Award” for instrumental role in driving record-drop of Technical Complaints,
l Elevated Customers-satisfaction index; ensured the swift resolution of customer issues to preserve customer loyalty while complying with company policies.
l Served on special taskforce charged with turning around under-performing teams. Trained CSRs and Branch In charges and contributed to significant improvements in customer satisfaction levels
l Introduced training programs that enhanced employee performance and helped build a motivated workforce
l Developed and implemented a new Quality Control regime to assess customer service representative employee effectiveness, reducing service cancellation and improving customer satisfaction ratings.
l Attained targeted results in customer retention.
l Assisted the department involved and top-level management in solving severe issues which may have been produced due to firm's services or products.
Personal Information
- Date of Birth: 12/27/95
- Nationality: Indian
- Marital Status: Unmarried
Personal Motto
Challenges keep a man Young forever. I want to remain perpetually young, as I have a Quest for excellence.
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