Sameer Mohammad
Senior Technical Support Executive
Hyderabad
Summary
Experienced Support Associate familiar with user support and root cause analysis. Advanced knowledge of operations and dedication to see issues through to end. Aspiring to be an integral part of risk management system, providing inputs to minimize loss and wastage. To grow in the domain and contribute as much as my knowledge and capabilities permit.
Overview
8
8
years of professional experience
20
20
years of post-secondary education
Work History
Customer Support Senior Associate
Google Operations Center
5 2022 - Current
- Handling Client emails and Chat and helping them remotely.
- Created and deployed social media content, engaged with target audiences and boosted reach with strategic ad placements.
- Woking on the tickets under the provided Service Level Agreement (SLA)
- Created reports on digital marketing efforts using analytics tools to track and measure digital marketing success for management.
- Created Pay-Per-Click campaigns to drive targeted traffic to company website.
- Utilized effective digital marketing methods to increase sales.
- Used DV360, CM360 to create videos and live on-line broadcasts.
- Implemented marketing automation tools to streamline and automate repetitive marketing tasks.
L1 Support Associate
Diebold Nixdorf
09.2019 - 05.2022
- Skill: E-Business Suit, RDP, SCCM Admin Console
- Additional Responsibilities: Operations, configuring laptops for new hires, Process Training, Mentoring,
- Quality, Feedback sessions, huddle Sessions, Updating Process Documents,
- Dash Board Maintenance, Process update sessions, Preparing Reports,
- One on One Sessions, MIM, Handling Escalations, Team Management
- Project: Shell (UK and South Africa)
- Diebold Nixdorf Provides product and application support to Shell Petrol Stations.
- We as L1 Support takes care of Devices that DN provides and applications.
- Shell Petrol stations and deals with them if they have any issues with Network.
- We also work with other 3rd party service providers to make sure Shell stations
Process Associate
Genpact
09.2016 - 02.2019
- Managing a Team of Approx. 20 Associates and ensuring that all key metrics of performance as per Client SLA are met and exceeded.
- Managing Operations consisting of Technical and Sales team, providing Technical and Sale support on the client Queries and assisting on Escalation Tickets with the resolution.
- Driving the numbers on Revenue, Orders, Customer Satisfaction (CSAT), Net Promoter Score (NPS), Conversion % of Orders and CPD/MPD-Chats per Day/Messages per day Inventory and ensure Dissatisfaction (DSATs) are covered by Individual on Daily Basis.
- Documenting the incorrect resolutions provided by Analyst or on Security Breaches received from a Quality Team, providing Detailed feedback and area of Improvement.
- Also, provides an Action plan on performance improvement by assigning the minimal targets to an achievable target to every Team member if there are any misses on the Daily targets.
- Maintaining Quality Parameters, Mentoring Team Consultation Score and Monitoring Performance.
- Handles Escalation customer calls. Involved with MIS Team to ensure forecasting/reporting tools and support caters to operations requirements and drives continuous improvement.
- Liaise with WFM / HR Team to ensure monthly headcount planning is consistent with operational needs, with deep analytical understanding of volume needs across channels. In addition, to focus on Attrition Control / Shrinkage
- Performance Review month on month with the Leadership Team (Managers, AVPs and VPs) to evaluate performance, understand downfall and measure accuracy of the process and to ensure quality service and forecast future projections.
- Responsible for compliance with all processes and policies and developing quality and productive evaluations.
- Institute Creative and Innovative Rewards and recognition activities for enhancing Team performance and motivation.
- Queue Monitoring and assigning the Inventory to the analysts and following up with the Clients through call back procedure on behalf of the team members.
Education
Bachelor of Science - EEE
AKITS
Kothagudem 07.2011 - 01.2016
Intermediate - MPC
Krishnanveni Junior College
Kothagudem 07.2009 - 06.2011
SSC -
ST.Joseph's High School
Kothagudem 06.1995 - 06.2009
Skills
Remote System Analysis
undefinedTimeline
L1 Support Associate
Diebold Nixdorf
09.2019 - 05.2022
Process Associate
Genpact
09.2016 - 02.2019
Bachelor of Science - EEE
AKITS
07.2011 - 01.2016
Intermediate - MPC
Krishnanveni Junior College
07.2009 - 06.2011
SSC -
ST.Joseph's High School
06.1995 - 06.2009
Customer Support Senior Associate
Google Operations Center
5 2022 - Current
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