MOHAMMED ZEIB NADAF
Pune
Summary
Seeking an impactful role in Information Security to enhance my expertise and progress in the industry. Skilled in detecting cyber trends, vulnerabilities, and concepts. Proficient in devising and executing technological strategies to fortify secure defenses. Dedicated to safeguarding businesses and clients through the establishment of resilient security measures. Eager to contribute to a forward-thinking team and drive organizational success with my proficiency in Information Security. To work in a meaningful and challenging position that enables me to develop my skills as a professional and permits scope for advancement.
Overview
1
1
Certification
3
3
years of professional experience
Work History
Executive Customer Service Operations
Credence Resource Management
Pune
11.2025 - 07.2026
- Exceeded collection and customer service KPIs by 15-20% through effective communication, negotiation, and problem-solving strategies.
- Initiated and managed inbound and outbound calls to proactively resolve outstanding payments, delivering tailored repayment solutions that boosted customer retention by 15%.
- Resolved complex billing, dues, and account status inquiries, increasing customer satisfaction and loyalty.
- Structured payment plans and settlements, ensuring compliance with company policies and regulatory standards.
- Maintained detailed records of customer interactions and payment commitments using advanced CRM systems, achieving 100% data accuracy.
- Ensured full compliance with company guidelines and industry regulations during all customer communications, achieving 100% adherence.
- Demonstrated expertise in customer service, conflict resolution, documentation, debt collection, and clear communication.
Senior Executive
VOIS
05.2024 - 10.2025
- Collaborated with cross-functional technical teams to optimize Home Broadband (HBB) processes, driving a 20% increase in customer satisfaction and significantly improving customer retention and lifetime value
- Delivered high-quality resolutions to UK-based HBB customers via inbound and outbound calls, achieving a 95% first-call resolution rate and enhancing customer trust and loyalty
- Streamlined workflows using Citrix cloud-based applications, increasing organizational productivity by 15%
- Diagnosed and resolved Home Broadband network faults effectively using Openreach and Cityfiber tools, minimizing service downtime and ensuring 99% network availability
- Managed incidents, problems, changes, assets, and service levels with Remedy IT Service Management (ITSM) platform, reducing error rates by 15%
- Identified root causes of recurring network issues and implemented corrective actions, lowering incident recurrence by 20% and enhancing overall network stability
- Defined, monitored, and enforced Service Level Agreements (SLAs), consistently exceeding customer expectations and contractual commitments
- Configured and troubleshot customer-premises equipment using Home Device Manager (HDM) SaaS platform, enhancing issue resolution speed by 25%
- Provide comprehensive support for applications, VPN connectivity, network infrastructure, and web portal troubleshooting, improving system reliability
- Assist in installing, configuring, and maintaining server systems, including applying updates and security patches to enhance performance and security
- Track and manage issues from initial report to resolution, maintaining timely communication and status updates with users
- Deploy, monitor, and troubleshoot virtual machines to maintain high availability and optimal performance, reducing downtime.
- Support routine data backups and verify storage and restoration processes to ensure data integrity and minimize data loss risks
Technical Support Specialist
Concentrix
12.2023 - 05.2024
- Diagnosed technical issues in computer systems and peripherals, ensuring swift resolution.
- Utilized strong problem-solving skills to deliver optimal hardware and software solutions.
- Assisted customers with technical queries, consistently maintaining high satisfaction and retention levels.
- Provided responsive support for Dell's North America region by addressing inquiries through calls, emails, and chats.
- Conducted inbound calls and proactively followed up to achieve resolutions for system issues.
- Approved necessary parts after thorough diagnostics of computer systems for efficient dispatch.
- Demonstrated exceptional multitasking abilities by managing multiple concurrent chats while ensuring service quality.
- Managed Dell's social media platforms, handling up to six concurrent chats with timely follow-ups.
Relationship Officer
HDFC Bank
10.2023 - 12.2023
- Cultivated and maintained strong relationships with new and existing customers, driving a 20% increase in consumer durable loan volume within one year.
- Delivered exceptional customer service and conducted regular follow-ups, resulting in a 15% improvement in loan repayment rates.
- Exceeded sales targets by strategically cross-selling diverse loan products and services, boosting overall loan portfolio revenue by 25%.
- Guided customers through the loan application process, enhancing approval rates by 30% and streamlining the customer experience.
- Achieved recognition as the top insurance sales performer for three consecutive months (October-December 2023), consistently surpassing sales goals and demonstrating a commitment to excellence.
Education
BCA - Computers
Murgao Education Societys College of Arts And Commerce
Zuarinagar12th - Goa, English
DEEPVIHAR HIGHER SECONDARY SCHOOL
GOA10th - Goa, English
DEEPVIHAR SECONDARY SCHOOL
GOASkills
- Penetration Testing
- Web Application Penetration Testing
- Information Security
- Security Analysis
- Cyber Security
- Security Risk Management
- Information Security Consulting
- Vulnerability Assessment
- IT Security
- Customer Support
- Technical Support
- Hardware Networking
- Networking
- Software Support
- Network Support
- Virtual Machines
Certification
- Information Security Consultant, IIS PUNE
- M365 Associate, Microsoft
- Microsoft Certified Azure Administrator Associate, 12/31/27
Languages
- English
- Hindi
- Konkani
Timeline
Executive Customer Service Operations
Credence Resource Management
11.2025 - 07.2026
Senior Executive
VOIS
05.2024 - 10.2025
Technical Support Specialist
Concentrix
12.2023 - 05.2024
Relationship Officer
HDFC Bank
10.2023 - 12.2023
BCA - Computers
Murgao Education Societys College of Arts And Commerce
12th - Goa, English
DEEPVIHAR HIGHER SECONDARY SCHOOL
10th - Goa, English
DEEPVIHAR SECONDARY SCHOOL