WAQAS AHMED

Demonstrated exceptional leadership by overseeing nationwide operations, resulting in a phenomenal growth rate of 120% within one year. Utilized strong management and technical competencies to set objectives and developed strategies for subordinate level Systems Engineers.

Accomplishments:

• People Management: Led a team of 60 Azure Kubernetes product experts, achieving a 20% increase in technical issue resolution efficiency over 8 months. Implemented leadership principles, resulting in increased team accountability.
• Response and Resolution: Managed technical support for customers globally, ensuring a 90% customer satisfaction rate through efficient issue resolution. Acted as the escalation point for numerous support cases, resulting in a 30% reduction in average resolution time.
• Readiness: Conducted quarterly technical skill assessments, leading to a 95% proficiency rate among team members. Collaborated with engineering and product teams to create 20+ comprehensive documentation resources, addressing knowledge gaps and reducing customer escalations.
• Product/Process Improvement: Solicited feedback from 1000+ customers annually, resulting in the identification and implementation of process enhancement. Established operational frameworks that led to a 20% increase in meeting SLAs, and case assignments.
• Business Integration: Identified and executed 10 cross-functional collaboration opportunities, resulting in a 25% improvement in customer experience metrics. Partnered with 3 external organizations, enhancing product integrations and expanding service offerings.

Led a team to ensure adherence to company standards, conducted performance reviews, and fostered employee engagement. Collaborated in cross-functional meetings to drive continuous improvement. Implemented best practices, managed staffing, and attended client business reviews.

Accomplishments:

• Provided leadership and guidance to direct reports to ensure consistent administration of company policies and standards; define and implement any corrective actions needed to meet operational performance targets.
• Conducted regular one-on-ones with direct reports to review individual performance, the performance of their team and offer on-going developmental coaching.
• Created a positive work environment through employee engagement; resolve employee relation issues in a professional and timely manner.
• Participated in cross functional meetings to review information received from operational support functions - Training, HR, Quality, TA.- and partner to define action plans and drive continuous improvement.
• Implemented best practices, drove consistent performance, evaluated staffing needs, with input from Client and adjust meet changing requirements.
• Accountable to meet the client defined KRA's.
• Motivate and develop people, identify opportunities for cost savings and process enhancements.
• Attended business reviews with the client.
• Lead, motivated, developed and appraised team members, coordinating their ongoing training and development in order to ensure that their individual and collective performance meets the required standard.

• Responsible for day-to-day supervision including work and hygiene metrics as per SOW
• Regularly imparted effective coaching to team members, enabling consistent high performance delivery
• Ensured service delivery to our customers meets contractual key performance indicator (KPI's)
• Conducted team meetings to ensure expedient communication of relevant information and as an open forum for input
• Identified issues, carried out (RCA) Root Cause Analysis on cases that didn't meet expectations and implemented process fix to prevent future occurrences
• Communicated prompt updates on updated process changes

• Provided exceptional support to customers, addressing inquiries and issues promptly
• Adhered closely to company guidelines and procedures, delivering friendly and empathetic service
• Resolved challenges calmly, listening attentively to customer concerns and taking appropriate action
• Continuously improved skills to enhance customer satisfaction and team success