Shanawaz Khan
Sr. Project Service Delivery Consultant.
Bengaluru,KA
Summary
I’m highly motivated individual with a passion for international business development and a track record of success, I wish to apply for this exciting opportunity to contribute to the global growth strategy.
I’m a strategic thinker with a strong understanding of international markets. Demonstrated expertise in building and maintaining strong client relationships, ensuring customer satisfaction, and driving business growth through exceptional customer service and support. Proven ability to understand customer needs, provide tailored solutions, and effectively communicate with both clients and internal teams. Adept at analyzing data to identify opportunities for improvement and implementing strategies to enhance customer success and retention. Committed to delivering exceptional results and exceeding expectations. Vast customer experience in various business domains. A multi-skilled, reliable and talented Spanish/English resource with a proven ability to interact professionally in source language with native speakers. Developed strong client management and process optimization skills in fast-paced, customer-focused environment. Transitioning to new field, seeking to leverage expertise in relationship building and strategic planning. Equipped to contribute to team-oriented setting and drive meaningful outcomes. Experienced with managing service delivery processes and ensuring client satisfaction. Utilizes effective communication and problem-solving skills to address and resolve issues promptly. Track record of fostering collaboration and maintaining high standards in service operations.
Overview
17
17
years of professional experience
4
4
years of post-secondary education
2
2
Certifications
5
5
Languages
Work History
Sr. Project Service Delivery Consultant
Convergys/Concentrix Pvt Ltd
09.2017 - Current
- End-to-end Project Service Delivery coordination
- Project Coordination: Assist in planning, tracking, and executing IT projects, ensuring alignment with business objectives
- Oversee IT support requests and incident management to ensure timely resolution and optimal customer satisfaction
- Service Delivery Management: Maintain high service standards, ensuring alignment with SLAs
- Utilizing SAP as a tool for all the activities and an end user of SAP
- Liaising with Clients, Project & PS teams to schedule and monitor projects to make sure that service gets delivered successfully
- Weekly calls with team members, preparing monthly and biweekly reports, briefing on new process updates, and conducting quality auditing
- Process Optimization: Identify opportunities for process improvement, implement best practices, and contribute to continuous service enhancements
- Handling team escalations and providing the resolutions
- Providing L1 support for break fix and escalate further scenarios to L2 and L3 level
- Vendor management- Liaising and assigning engineers for installations and consulting works on new and break fix NetApp hardware and software with internal stakeholders and TPMs
- Client & Vendor Coordination: Act as the primary liaison between business stakeholders, IT teams, and external vendors, facilitating clear communication in both Spanish and English
- SLA & KPI Monitoring: Continuously track service performance metrics, identifying areas for process improvement and risk mitigation
- Service & Delivery Management: Ensure smooth delivery of IT services, coordinating across teams to meet project deadlines
- Managed IT service requests, change management, and technical escalations in a multilingual support environment
- Assisted Spanish-speaking customers and clients with technical troubleshooting, issue resolution, and system updates
- Collaborated with cross-functional teams across different time zones to resolve complex IT service issues
Sr. Learning and Development analyst
Accenture Pvt Ltd
07.2016 - 09.2017
- Taking care of logistics, materials, hotel reservation and training, and transportation for On-boarding, induction, plant visits, annual and occasional training
- Generating shopping carts and SAP BW & R3 reports
- Assigning online & onsite training, surveys, and curriculum to employees
- Providing Spanish language support with regards to extracting data and interacting with clients
- Providing linguistic support while meetings take place, making process SOPs and translating training documents and being a mediator between client and Ops team
Spanish Verification Executive
First Advantage Pvt Ltd
08.2014 - 07.2016
- Processing education and employment verifications
- Making outbound and handling inbound calls and sending emails to the Employers and Universities of Latin American countries and get background verifications done
- Providing Spanish language support to the Global team as a translator
Spanish Debts Collector
TracMail
08.2013 - 08.2014
- Making outbound and answering inbound calls from Spanish Clients regarding pending debts of ambulance/telephone/physician’s bills
- Making them understand why the bill was generated and why is pending yet and collecting payments online through credit/debit card and checks
- Taking escalation calls
Spanish Customer Care Executive
Hartron Communications
04.2013 - 07.2013
- Answering the Inbound calls from Spanish Clients and delivering information as per clients´ queries
- (Process Ramp Down)
Media Analyst- Spanish
Manthan Services
04.2012 - 02.2013
- Translating media articles from Spanish to English and interpreting Spanish footages pertaining to auto industry
- Analyzing the articles according to the client requirement and submitting reports accordingly
Medical Transcriptionist
Worldtech Pvt Ltd
10.2009 - 04.2012
- Listening to the audio files and giving them word form, which sent by American Doctors, dictating about patient details, diseases and follow up etc
- Delivering high quality and formatting documents according to the doctors
Customer Care Executive
Aegis BPO Pvt Ltd
04.2008 - 12.2008
- Handling outbound along with inbound & answering the customers’ queries and providing required information
- Handling escalation calls
Education
Bsc - Medical Lab Tech
NTR University
Guntakal, ATP Dist 01.2004 - 01.2008
Diploma - Spanish Language
Vivekananda Institute of Foreign Language
B1 level - undefined
INSTITUTO CERVANTES
Skills
Customer Relationship Management
Certification
Diploma in Spanish Language, Vivekananda Institute of Foreign Language, Hyderabad
Accomplishments
- Received Best Performer Certification twice from TracMail Pvt Ltd.
- Received Core Value Champion Award from Accenture Pvt Ltd.
- Received Excellence & Special Award from Convergys Pvt Ltd.
Personal Information
Date of Birth: 12/04/87
Profile Summary - Summary
I’m a strategic thinker with a strong understanding of international markets. Demonstrated expertise in building and maintaining strong client relationships, ensuring customer satisfaction, and driving business growth through exceptional customer service and support. Proven ability to understand customer needs, provide tailored solutions, and effectively communicate with both clients and internal teams. Adept at analyzing data to identify opportunities for improvement and implementing strategies to enhance customer success and retention. Committed to delivering exceptional results and exceeding expectations. Vast customer experience in various business domains. A multi-skilled, reliable and talented Spanish/English resource with a proven ability to interact professionally in source language with native speakers.
Timeline
Sr. Project Service Delivery Consultant
Convergys/Concentrix Pvt Ltd
09.2017 - Current
Sr. Learning and Development analyst
Accenture Pvt Ltd
07.2016 - 09.2017
Spanish Verification Executive
First Advantage Pvt Ltd
08.2014 - 07.2016
Spanish Debts Collector
TracMail
08.2013 - 08.2014
Spanish Customer Care Executive
Hartron Communications
04.2013 - 07.2013
Media Analyst- Spanish
Manthan Services
04.2012 - 02.2013
Medical Transcriptionist
Worldtech Pvt Ltd
10.2009 - 04.2012
Customer Care Executive
Aegis BPO Pvt Ltd
04.2008 - 12.2008
Bsc - Medical Lab Tech
NTR University
01.2004 - 01.2008
Diploma - Spanish Language
Vivekananda Institute of Foreign Language
B1 level - undefined
INSTITUTO CERVANTES
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