Zameer Ahmed
New Delhi
Summary
Dynamic Senior Executive at Info Edge India Ltd. with a proven track record in operations management and client relationship management. Successfully enhanced customer satisfaction metrics and drove revenue growth through effective upselling strategies. Adept at process optimization and cross-functional collaboration, ensuring high-quality service delivery and operational excellence.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Senior Executive
Info Edge India Ltd.
Noida
04.2022 - Current
- Managed service operations to deliver quality services and minimize turnaround time.
- Provided first-line customer support by addressing queries and resolving issues promptly.
- Assessed customer feedback to identify improvement areas and enhance satisfaction metrics.
- Managed multiple accounts as a Relationship Manager who purchased the fast-forward services to provide them with better guidance on how to use the services to get the benefits.
- Help to increase sales to convert free customers into sales leads.
- Utilized existing customers to proactively identify and engage high-potential candidates, effectively up-selling premium recruitment solutions to clients to get more chances to be placed, resulting in an increase in revenue generation.
- Evaluated overall functioning of processes, identifying enhancement opportunities and executing solutions.
- Proactively calling the existing clients who purchased our basic plans and informing them about the upgraded plans for better services.
Technical Support Executive
i-Energizer
Noida
04.2021 - 03.2022
- Provide first-line technical support to customers via phone, email, or chat.
- Identify and troubleshoot hardware and software issues.
- Escalate complex technical issues to the appropriate department for resolution.
- Document customer interactions and solutions in the ticketing system.
- Conduct hardware and software installations, upgrades, and configurations.
- Collaborate with cross-functional teams to develop and implement technical solutions.
- Stay up-to-date on the latest technologies and industry trends.
- Provide training and guidance to customers on technical issues and best practices.
- Resolved technical issues in a timely and efficient manner, ensuring customer satisfaction.
- Communicated technical solutions clearly and effectively to non-technical customers.
Graduate Engineer Trainee
RITES LTD.
12.2018 - 03.2020
- Assisting in testing and inspection of products to ensure they meet quality standards and specifications.
- Learning and implementing QA processes and procedures to improve product quality.
- Conducting quality audits and inspections to identify areas for improvement.
- Maintaining accurate records of quality data and reporting findings to management.
- Collaborating with cross-functional teams to address quality issues and implement corrective actions.
Education
Bachelor of Technology - Mechanical Engineering
Al-Falah School of Engineering and Technology
FaridabadSkills
- Operations management
- Process optimization
- Client relationship management
- Cross-functional collaboration
- Service level agreement management
- Up selling
- Account management
- Escalation management
- Customer service operations
- Revenue generation
- Mail handling
Certification
- Reports Management Certification
- Microsoft-Excel-Data-Analysis-with-Excel-Pivot-Tables
- Excellence-in-Customer-Service
Projects
AI Mail Support, 2 Months, Spearheaded the implementation of AI in the mailing process, ensuring seamless integration and improved efficiency. Pioneered the review of automated replies by AI in email conversation, rectifying discrepancies and enhancing accuracy. Played a key role in optimizing the AI system's performance by proactively identifying and correcting errors in automated responses.
Personal Information
Date of Birth: 02/10/96
Timeline
Senior Executive
Info Edge India Ltd.
04.2022 - Current
Technical Support Executive
i-Energizer
04.2021 - 03.2022
Graduate Engineer Trainee
RITES LTD.
12.2018 - 03.2020
Bachelor of Technology - Mechanical Engineering
Al-Falah School of Engineering and Technology
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