Summary
Overview
Work History
Education
Skills
Certifications And Achievements
Timeline
Generic
Syed Adeeb

Syed Adeeb

Hyderabad

Summary

Dynamic Process Associate with a proven track record at Genpact, excelling in technical support and cross-selling strategies. Expert in Microsoft Excel and conflict resolution, I enhanced data accuracy by 30% and consistently surpassed sales targets. Committed to driving performance improvements and delivering exceptional customer experiences.

Overview

8
8
years of professional experience

Work History

Process Associate | Technical Support Specialist

Genpact
Hyderabad
09.2022 - Current
  • Resolved 50+ technical inquiries weekly via call and chat for international clients, achieving a 95% first-contact resolution.
  • Making calls to companies in the US and helping them to generate revenue through their websites.
  • Conduct or perform prospecting activities: cold calls, send emails, social strategies, etc.
  • Demonstrate effective, clear, and professional written and oral communication.
  • Managed customer databases, improving data accuracy by 30% through streamlined documentation processes.
  • Exceeded monthly sales targets by 20% via cross-selling strategies, and issue resolution.
  • Maintained an NPS of 85+ by implementing feedback-driven service improvements.
  • Doing cross-sales from existing clients and upgrading their services.

Customer Support Executive

Sitel
Hyderabad
09.2017 - 09.2022
  • Processed 100+ refunds monthly using Citrix tools, reducing processing time by 40%.
  • Validated and managed 500+ accounts for Ally Financial Services, ensuring 99% data accuracy in Excel.
  • Automated client reports using pivot tables, saving 10+ hours/week in manual work.
  • Led a team of 5 agents, improving SLA compliance by 35% through coaching and process optimization.

Education

MBA - Finance

Osmania University
Hyderabad, Telangana
01.2019

B.Com - Commerce

Osmania University
Hyderabad, Telangana
01.2017

Skills

  • Microsoft Excel and VLOOKUP
  • Pivot tables and CRM tools
  • Conflict resolution strategies
  • Cross-selling techniques
  • Team training and development
  • Performance metrics analysis
  • Process improvement methodologies
  • Good in HubSpot and Salesforce CRM

Certifications And Achievements

  • AWS Certified Cloud Practitioner, Genpact, 2023
  • Best Quarter Performer Award, Genpact, 2023/2024

Timeline

Process Associate | Technical Support Specialist

Genpact
09.2022 - Current

Customer Support Executive

Sitel
09.2017 - 09.2022

MBA - Finance

Osmania University

B.Com - Commerce

Osmania University

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Syed Adeeb