Syed Danish Zia
Deputy Manager
New Delhi
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
10
10
years of professional experience
12
12
years of post-secondary education
1
1
Language
Work History
Deputy Manager
Concentrix India
Gurugram
03.2018 - Current
- Introduced new methods, practices, and systems to reduce turnaround time.
- Eliminated functional bottlenecks by streamlining communication channels between management and employees.
- Liaised with team members, stakeholders and vendors to coordinate activities, provisioning, environment setup, risk mitigation and follow-up.
- Analyzed and reported performance data, translating findings into practical improvement actions.
- Conferred with customers each day to maintain current understanding of needs and preferences, resolve issues, and promote brand loyalty. on voice , chat and social media platforms.
- Supervised and motivated approximately 100 staff employees.
- Functioned as point of contact for project administrators and managers focused on timely and successful completion of full lifecycles of assigned projects.
- Management of data schema in order to retrieve as and when required for analysis.
- Stayed up to date on changing product and service options to provide top-notch support to customers and employees.
- Interviewed, hired and trained approximately 200 of associates 2023
- Pursued every opportunity to learn about technical support , fintech ,FMCG business at all levels and improve team member support.
- Partnered with upper management in executing functional strategies and reporting capabilities.
- Performed statistical analyses to gather data for operational and forecast team needs.
- Maximized resource utilization during projects to uphold strict budget targets.
- Conduct audits regularly to keep store presentable and functional.
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
- Created reports and analyzed and interpreted data.
- Maintained, documented and presented progress reports to leaders.
- Researched emerging products and used researched information to update business strategy.
Technical Support Engineer/SME Team Leader
HCL Technologies
Noida
04.2013 - 08.2016
- Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Served as primary point of contact for support relating to owned solutions and products.
- Updated and maintained current customer support database.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Maintained response times to support business continuity.
- Performed root cause analysis of reported issues to enact corrections.
- Gathered trend data from customer calls and interactions.
- Contributed to whitepapers, blogs and videos for training team.
Education
High School Diploma -
STS High School
Aligarh 03.2001 - 03.2002
SSSC - PCM
AMU
Aligarh 03.2002 - 03.2005
Diploma in Engineering - Computer Science
AMU Polytechnic
Aligarh 05.2006 - 04.2009
Bachelor of Technology - Computer Science
AKTU
03.2010 - 03.2015
Skills
Process and procedure development
Task delegation
Performance improvements
Operations management
Business administration
MS Office
Analytical skills
Accomplishments
- Supervised team of approximately 100 staff members.
- Achieve KPI's by completing analysis of parameters with accuracy and efficiency.
- Achieved performance high end targets by introducing smart agent assist for process related tasks.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
Cricket , Chess , Coffee,
Nothing better than chess with coffee and at times cricket
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Timeline
Deputy Manager
Concentrix India
03.2018 - Current
Technical Support Engineer/SME Team Leader
HCL Technologies
04.2013 - 08.2016
Bachelor of Technology - Computer Science
AKTU
03.2010 - 03.2015
Diploma in Engineering - Computer Science
AMU Polytechnic
05.2006 - 04.2009
SSSC - PCM
AMU
03.2002 - 03.2005
High School Diploma -
STS High School
03.2001 - 03.2002