December 08

Resume

Contact Details

Name: / Azeez AhmedSyed
Address: / #24,Naniappa Maistry Street, Royapettah,
ChennaiTamil Nadu600014
India
Mobile / +919840343437
Email Address: /

Career Objectives

Resume Summary: / Overall 3 years experience in BPO industry, with 1 year of experience in Quality Assurance and Controller. A wide range of experience in the BPO industry. Able to work on own initiative and as part of a team. Proven leadership skills involving managing, developing and motivating teams to achieve their objectives. First-class analytical, design and problem solving skills. Dedicated to maintaining high quality standards.
OBJECTIVE: / Obtaining QA position that will utilize my extensive experience and improve the company's product quality, systems concepts, and support services.

QUALIFICATIONS:

/ ·  Good Knowledge and understanding of the industry.
·  Ability to analyze, research, and solve highly technical, unique problems.
·  Basics of Computers including Operating Systems, hardware and internet mediums
·  Excellent communication and Interpersonal skills
·  Exposure to technical support trouble shooting in international call centers
·  Honest, reliable and productive
·  Consistently maintain a positive attitude and enjoy helping people
·  Strong skills in time management, prioritizing tasks and meeting deadlines.
·  Skilled in maintaining excellent relationships with managers, team members
·  Proven ability to understand and follow complex instructions to successful conclusion
·  Have worked with people at various levels.
·  Have studied the habits and behavior of both people who made it big in the industry, as well as employees who have quit within a month of joining.

Education/Qualifications

Institution: / Madras University
City/Country: / India
Qualifications: / Bachelor of Computer Application
Completed: / 2005

Employment History

Sutherland Global Services Pvt, Ltd

Start Date: / Aug 2007
End Date: / Jul 2008
Position/Title: / Quality Analyst - Voice Process -(DELL Canada)
Responsibilities/
Achievements: /
• Quality Auditing of technical transactions to ensure high quality levels.
• Ensuring that the work is executed as per the defined processes.
• Contributing towards process enhancements.
• Training and mentoring of individuals.
• Responsible for productivity and efficiency of the team members
• Statistical Data analysis using appropriate tools & techniques. Ensure the Quality intranet is updated as planned. Interface between the Quality and the software-engg. team for internal tool definition Assist in ensuring that internal audits are conducted as planned and track to closure.
• Ensure timely and consistent reporting of Quality trends.
• Reviewing and suggesting improvements in the New Hire and Internal training programs.
• Enabling and ensuring team calibration on process CTQ and CTPs.
• Relationship management with the client.
• Ensure consistent improvement in the overall Quality and Training of the process by driving Internal and External Quality.
• Enabling and ensuring effective knowledge transfer and productivity enhancements.

Sutherland Global Services Pvt, Ltd

Start Date: / Mar 2007
End Date: / Aug 2007
Position/Title: / Senior Tech Support Executive– Voice Process - (DE
Responsibilities/
Achievements: /
Job Profile
• Responsible for providing voice support for international customers on operation or maintenance of Dell products.
• Assist phone customers by diagnosing problems, and providing resolutions for technical and service issues.
• Responsible for customer satisfaction through effective handling of customer problems.
• Ensure proper escalation procedures are followed.
• Perform work in accordance to standardized policies and procedures.
• Work requires strong analytical ability to resolve complex technical issues in addition to effective phone communication skills
Principal Accountabilities
• Provide first-level technical support on basic operational or maintenance of personal computers and peripherals using available tools.
• Guide customer troubleshooting efforts to identify products that have technical issues and issue service calls in accordance with guidelines.
• Escalate problems when unable to resolve customer issues.
• Log and sufficiently document all agent contacts with customers in designated tools.
• Identify and provide input on unique or recurring customer problems.
• Be a champion of Dell specific tools, troubleshooting procedures. Provide Dell Solution Network feedback at all times
Scope
• Provides support in inbound or outbound Call Center.
• Solves Customer Issues on any product- mostly in warranty Dell desktops.
• Routes customers when appropriate to proper support queues.
• Partners with Technical Support Specialists to improve customer experience elements (e.g. correct solutions, consistent procedural adherence, relating skills)
• Strive for excellence contributing to business metric goals.
Complexity
• Acts independently on assignments that are complex in nature.
• This is an individual contributor’s role.

Sutherland Global Services Pvt, Ltd

Start Date: / Oct 2005
End Date: / Mar 2007
Position/Title: / Senior Tech Support Executive– Voice Process -(Sym
Responsibilities/
Achievements: /
Job Profile
• As a support engineer, I was responsible for ensuring customer information is available when required.
• Dealing with customer issues relating to Symantec products by providing swift evaluation and accurate resolution.
• Working as part of a team.
• Dealing with customer issues over the telephone on a daily basis using a call tracking system.
• Providing customer feedback on their issues as they are progressed.
• Ensuring customer satisfaction by providing a professional service and swift resolution to all customer issues.
• Recreating problems in house and providing evidence where bug fixes are required.

Honnette Integrated Solution Pvt Ltd

Start Date: / May 2005
End Date: / Oct 2005
Position/Title: / Senior Customer Care Executive (Golden One Benefits & Easy Grants)
Responsibilities/
Achievements: /
• Managing an outsourcing for financial product worked under U.S.A. Campaign.
• Was one amongst the team players assigned the sale of financial product i.e. Smart Card and meeting the given targets within the stipulated time period given by my superiors.
• Was also involved in the decision of targets at different locations by studying the current market trend.

Skill Summary

Non Technical Skills: / • Good Knowledge and understanding of the industry.
• Ability to analyze, research, and solve highly technical, unique problems.
• Basics of Computers including Operating Systems, hardware and internet mediums
• Excellent communication and Interpersonal skills
• Exposure to technical support trouble shooting in international call centers
• Honest, reliable and productive
• Consistently maintain a positive attitude and enjoy helping people
• Strong skills in time management, prioritizing tasks and meeting deadlines.
• Skilled in maintaining excellent relationships with managers, team members
• Proven ability to understand and follow complex instructions to successful conclusion
• Have worked with people at various levels.
• Have studied the habits and behavior of both people who made it big in the industry, as well as employees who have quit within a month of joining.
Computer Skills: / MS Excel; Advanced
MS Office; Advanced
MS Powerpoint; Advanced
MS Word; Advanced
Anti Virus; Advanced
Lotus Notes; Beginner
Nortons; Advanced
FoxPro; Beginner Operating System; MS-DOS, Win95/98/2000/XP/Vista;Advance
Other: / Team building; negotiation; change management and strong analytical skills.

Awards

Best Quality Analyst - Dec 2007
Best Quality Analyst - Jan 2008
Best Quality Analyst - Feb 2008
Best Quality Analyst - Apr 2008

Languages

English Advance, Tamil Advance, Hindi Advance & Urdu Advance.

Interests

Films and travel.

Date : SIGNATURE Place:

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