Tahaseen Taj
Bangalore
Summary
Experienced Customer Success Manager specializing in chatbots solutions, with a proven track record of managing and optimizing 8+ client accounts simultaneously. Adept at guiding clients through the onboarding process, delivering tailored training, and ensuring the successful deployment and utilization of chatbots technology. Skilled in monitoring performance metrics, analyzing data to drive improvements, and resolving complex issues to enhance customer satisfaction. Demonstrated ability to build strong relationships, gather actionable feedback, and collaborate cross-functionally to drive product enhancements. Known for delivering exceptional service, supporting client renewals, and identifying opportunities for upselling and expansion. Committed to leveraging best practices and data-driven insights to maximize the value and impact of chatbots solutions for diverse clients.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Senior Analyst II, Infrastructure Services
DXC Technologies
2022.04 - Current
- Spearheaded client onboarding, including setup, configuration, and deployment of chatbots solutions.
- Created custom onboarding materials and training programs to maximize the effectiveness of chatbots utilization.
- Built and maintained strong client relationships through exceptional service and proactive support.
- Conducted strategic reviews to align chatbot performance with client goals and provide actionable insights.
- Monitored and analyzed performance metrics, implementing optimization strategies based on data-driven analysis.
- Resolved client issues and collaborated with technical teams for complex troubleshooting.
- Gathered and analyzed client feedback to drive product enhancements and improve user experience.
- Delivered performance reports and maintained detailed documentation of interactions and resolutions.
- Worked cross-functionally with sales, product management, and engineering to integrate client needs and drive product development.
- Supported upselling, identified upselling opportunities, and created a repository of best practices and training materials.
Professional 2 Technical solution CONSULTANT
DXC Technologies
2021.10 - 2022.04
- Own and drive the overall design and development of the VA's conversational architecture, leveraging customer data analysis, user stories, functional requirements, and knowledge of NLP and customer experience design to deliver on VA's purpose
- Researching, consulting, analyzing, and evaluating system product needs
- Testing, debugging, diagnosing, and correcting errors and faults in an product codes or NLU within established testing protocols, guidelines and quality standards to ensure programs and applications including technical security controls perform to specification
- Champion best practices, when it comes to the underlying technology, understand the relationship between back-end business logic, natural language tuning tools, and its relationship to VA content
- When it comes to experience, advocate for experiences that delight and deliver on innovative, customer-centric, VA experiences
- Collecting and analyzing operational metrics
- Developing continuous improvement and continuous delivery strategies across product design and software development
- The creation and development of the tools required to support software and its management and security
- Apply a metrics-driven approach to your solutions, showcasing an understanding of how match client expectations to success measures, with an eye on measurable ROI and a skill for translating metrics into business value
- Drive conversational architectures that are scalable and comprehensible by non developers, including customers, while creating opportunities for ongoing product enhancements, optimization, and iterative growth
- Create engaging and accessible documentation of dialog content, incorporating text, diagrams, and mockups, that present the VA experience, while also becoming a trusted advisor to others on how to interpret documentation.
Professional 1 Technical solution CONSULTANT (Technical/Process trainer)
DXC Technologies
2018.07 - 2021.09
- Designed comprehensive technical training curricula and materials, including manuals, tutorials, and e-learning modules, ensuring alignment with the latest industry standards and technological advancements
- Delivered engaging and informative training sessions on software, hardware, and systems for employees and clients, utilizing various instructional methods such as workshops, classroom training, and virtual sessions
- Provided live demonstrations and hands-on exercises, enabling trainees to gain practical experience and proficiency in using technical tools and systems
- Created and administered assessments to evaluate trainee progress and understanding; provided constructive feedback to enhance learning outcomes and address areas for improvement
- Offered ongoing technical support and troubleshooting assistance, ensuring successful application of learned skills and resolving any technical issues
- Collected and analyzed feedback from trainees and stakeholders to refine and update training content, maintaining relevance and effectiveness
- Partnered with product managers, Knowledge Managers, and technical support teams to understand product specifications and updates, ensuring accurate and up-to-date training content
- Maintained detailed records of training activities, including attendance, assessment results, and trainee feedback; prepared reports on training effectiveness and skill development
- Tailored training programs to meet the specific needs and skill levels of different audiences, including beginners and advanced users, to optimize learning experiences
- Maintained a high level of technical expertise in relevant areas, continuously updating knowledge on new tools, platforms, and industry trends.
IT Operation Kiosk Analyst
DXC Technology
2018.01 - 2018.07
- Handling Video calls for HPI Account clients Handling calls by using One Touch Video (OTV) tool Resolving issues related with remote access, VPN, Outlook, Networking Basic troubleshooting with the OS and its performance Enrolling for the digital class badges for the end users Placing orders for the users on behalf for their company related products Maintaining the usernames and password with the Active Directory Interface console Helping users with their PDL issues and generic mailboxes Follow up the unresolved cases and closing them Global support for AMERICAS, EMEA and ASIA PACIFIC regions Call handling and Ticket Generation with the HPSM tool Call handling and Ticket Generation with the Salesforce/MS dynamics tool.
IT Operation Analyst
DXC Technology
2016.07 - 2018.01
- Had a primary role of providing a single point of contact between the services being provided and the HPI account users
- Executed the first line incident management, access management, and request fulfillment processes
- Handled incidents for companies like HPI, DXC, HPE, Microfocus, CSC, USPS
- Planned and managed support for incident management tools and processes
- Coordinated interfaces between incident management and other service management processes
- Drove the efficiency and effectiveness of the incident management process
- Produced management information and managed the work of incident support staff
- Monitored the effectiveness of incident management and made recommendations for improvement
- Provided trainings on upskills for new team members joining the HPI accounts service desk
- Provided trainings on handling BPIA and prac users for team members
- Provided trainings on how to handle premier users like prem, exec directors
- Consolidated the tools and data for the new joiners to use on first references
- Maintained a high level of technical expertise in relevant areas, continuously updating knowledge on new tools, platforms, and industry trends.
Technical Support
Bloom Consulting Services
2016.05 - 2016.07
- Provided first-line support to customers via phone, email, and chat, diagnosing and resolving basic technical issues.
- Utilized diagnostic tools and remote desktop software to troubleshoot problems and guide users through step-by-step solutions.
- Documented interactions and resolutions in the ticketing system, contributing to the knowledge base and process improvement.
- Delivered high-quality customer service with a focus on clear communication and empathy.
- Escalated complex issues to Level 2 support and followed up to ensure customer satisfaction.
- Maintained compliance with company policies and security protocols.
Education
Bachelor of Computer Applications -
CMR institute of management studies
04.2015
Skills
- Customer Success Strategies
- Account Management & upselling
- Cross-Functional Team Leadership
- Competitive Analysis
- Client Relationship Management
- Agile Service Desk
- Amazon Workspaces
- Jira
- Power BI
- C#
Certification
- Hardware Certification
- Network Certification
- Cisco Certified Network Associate
- Data Analysis with Python
- Microsoft Azure - Designing and Implementing an Azure AI Solution AI-100
- Microsoft Certified Solutions Associate
- Red Hat Certified System Administrator
- Amazon Web Service Associate
Languages
- English, First Language
- Kannada, C2 Proficient
- Tamil, B2 Upper Intermediate
- Urdu, C2 Proficient
Timeline
Senior Analyst II, Infrastructure Services
DXC Technologies
2022.04 - Current
Professional 2 Technical solution CONSULTANT
DXC Technologies
2021.10 - 2022.04
Professional 1 Technical solution CONSULTANT (Technical/Process trainer)
DXC Technologies
2018.07 - 2021.09
IT Operation Kiosk Analyst
DXC Technology
2018.01 - 2018.07
IT Operation Analyst
DXC Technology
2016.07 - 2018.01
Technical Support
Bloom Consulting Services
2016.05 - 2016.07
Bachelor of Computer Applications -
CMR institute of management studies
- Hardware Certification
- Network Certification
- Cisco Certified Network Associate
- Data Analysis with Python
- Microsoft Azure - Designing and Implementing an Azure AI Solution AI-100
- Microsoft Certified Solutions Associate
- Red Hat Certified System Administrator
- Amazon Web Service Associate
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