SYED ZAINALABUDDIN

• Conducted audits for analysts to ensure compliance with industry standards and improve process efficiency.
• Led compliance audits and calibration sessions to minimize process gaps and enhance quality assurance.
• Managed BQM and updated training documentation, facilitating bootcamp sessions for new hires to ensure seamless onboarding.
• I have also been part of the QA services team to undertake regression testing of the AdsGo product.
• Ensuring a high-quality customer experience, elevating customer satisfaction, and adhering to the SLAs and work processes.
• Having good analytical skills and an understanding of various technical issues in projects and their resolution.
• Monitoring the overall functioning of processes, identifying improvement areas, and implementing adequate measures to maximize customer satisfaction levels
• I have topped the scorecard on numerous occasions and have been rewarded with cognizant cheer points.

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• Providing Technical support to the clients based in UK (Broadband service providers) of BT Wholesale.
• Ability and diversified experience in handling customers on all platforms (calls, e-chats, and e-mail).
• Customer Interaction: Handles and helps resolve escalations at the process level in order to ensure high customer satisfaction.
• Talent Management (People Mgmt.) Supports the Team Leader by training people on processes/domains as part of the growth plan in order to ensure desirable and consistent performance.
• SLA Compliance: Executes transactions as per prescribed guidelines and timelines in order to meet SLA targets. Participates in/supports the Team Leader in the daily huddles, provides training/inputs on processes/business to the team in order to ensure delivery predictability.
• I have worked for Specialized Queue: 'Failed Retest and Escalations.'
• Understand customer queries and escalations, and provide them with appropriate resolution.
• Handling the B2B customer via E-chat, calls, portal, and email to resolve their queries.
• Responsible for providing information and updates to clients on the B2B platform regarding provisioning issues and progressing the stuck orders.
• Responsible for diagnosing and troubleshooting the assurance issues of broadband, and providing the resolution to the service provider.
• Responsible for expediting the orders for the end user.
• Responsible for checking the root cause of the fault on the circuit with the help of different tests on the circuit for analyzing the sync rate, profile mismatch, dropping connection, and PPP session down.
• Initiative on helping the advisors as a SPOC.
• Being able to implement and support new processes for QUBE engineer visits.