Ahsan Dar - PfMP® PMP® ITIL®

Experience

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  Wi-tribe

  Apr 2010 - Feb 2012

  Contact Center Executive

  • Worked on JIRA as CRM tool• Team coordination and management.• Reporting and compiling in Microsoft excel.• Process making and designing.• Lead Retention team• Training and development of new recruits.• Handled Internet and router troubleshooting• DVR and port forwarding • Worked in the inbound tier 1, outbound tier 2 and retention.• Corporate email and chat with existing and new customers.• Handled communities such as face book, LinkedIn, twitter for interaction with customers. Show less

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  Netsolace, Inc.

  Jul 2012 - Sept 2014

  Senior Technical support Engineer

  • Worked on FrontRange as CRM tool• Lead POS7 Installation team• SQL server 2008 and 2005 installations and configuration • Handling problems related to SQL database, internet, routers and local network infrastructure• Lead Evault database Backup team• Troubleshooting complete LAN and WAN environment.• Installation of new desktop machines and server 2008 R2.• Upgrade of OS to POS7 ready embedded systems.• Handling inbound and outbound calls for technical assistance. Show less

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  S&P Global Market Intelligence

  Sept 2014 - Mar 2018

  • Recognized for highest performance for 15 consecutive months• SNL's product support to internal and external clientele • Managing client interaction and error resolution through Salesforce and OSS. • Troubleshooting Excel issues related to SNL Excel Add-in• Expert user of tools such as Procmon, Fiddler and Wireshark.• Resolution of system related issues including .Net Framework fixes, MS office compatibility issues and OS registry• Using basic SQL knowledge to retrieve data from the customer database• SNL web support, resolving issues pertaining to browsers, Proxy/firewall. Show less • Worked on FrontRange as CRM tool• Lead Triage team (first contact)• Handled IT service desk, customer issues and queries• Working on all basic and advanced computer issues, network issues and printers.• Worked on Active Directory, Distribution groups and Security groups• Windows installations/ upgrade• Desktop encryption• Major incident handling (Lead process owner for MI)• Process owner for Antivirus and printers and new hires.• Training lead for service desk• Provide support to customer via phone and Remote.• Server patching with NOC. Show less

  • Associate Product Operations

    Aug 2016 - Mar 2018

  • Senior service desk administrator

    Sept 2014 - Jul 2016
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  BroadPeak Technologies

  Mar 2018 - Feb 2021

  • Partnered with key US enterprises including Edible Arrangements, Netsolace IT, and Naranga to ensure streamlined operations.• Achieved a notable increase of PKR 20 million in business revenue at Broadpeak.• Designed a systematic approach to automate high-level recruitment processes and enhance onboarding efficiency.• Implemented holistic system for assessing employee performance.• Enhanced efficiency in auditing operations through automated solutions.• Implemented yearly fiscal projections for improved organizational decision-making.• Boosted business income by 57% within half a year.• Implemented Agile Methodology across the organization, enhancing project management practices.• Directed rebranding strategy that elevated Edible Arrangements to top 50 US retail brand status. Show less • Refined support procedures within Product & Technical Support teams, ensuring a CSAT rise to 98.7%.• Managed successful initiation of Call Center for Edible Arrangements with a notable 97% CSAT.• Delivered outsourced financial services to USA, encompassing bookkeeping audits and fraud detection.• Formed analytics group enhancing data-driven insights for business expansion.• Streamlined processes in chargebacks management to enhance accuracy.• Recovered chargeback totaling $1.3 million.• Generated $25K MRR via Customer Success strategies.• Spearheaded development of innovative fraud detection systems using machine learning and artificial intelligence methodologies.• Developed and marketed customer behavior analytics models for US retail clients.• Reduced customer churn by 20% and increased revenue by 34% through strategic leadership in team formation. Show less

  • Director Of Operations

    Jun 2020 - Feb 2021

  • Senior Manager, Client Services

    Mar 2018 - Jun 2020
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  Naranga

  Mar 2018 - Jun 2020

  Sr. Manager Client Services
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  Afiniti

  Apr 2021 - Aug 2024

  Senior Technical Account Manager

  • Managed major client accounts in EMEA, including Virgin Media, O2, Automobile Association and Turk Telekom.• Oversaw diverse project portfolios as senior technical and project lead across UK operations.• Coordinated complex internal operations related to automation, database, and operating system upgrades.• Directed client site endeavors such as UCCE Migration, Afiniti Deployment, and large-scale infrastructure improvements.• Coordinated with System Integration, Deployment, and Engineering teams to address Afiniti challenges effectively.• Served as primary liaison between Afiniti and clients, ensuring smooth communication with Global Deployment Leads.• Fostered strong relationships with clients across all levels of assigned accounts, ensuring consistent connectivity.• Oversaw Client Service Relationship, acting as main contact for Afiniti-related concerns.• Streamlined deployment timelines by aligning client needs with operational workflows.• Delivered status reports detailing completed projects and tasks to management.• Directed resolution efforts for escalated and time-sensitive incidents with precision. Show less

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  Concentrix

  Oct 2024 - now

  Operations Manager

  • Expanded project team capacity by scaling workforce from 228 to 332.• Enhanced quarterly financial performance with an increase of 120k MYR.• Directed major workflows for a global company in continuous operation.• Spearheaded the digital transformation initiative, modernising business processes, and enhancing customer engagement channels.• Established strategic workforce planning process, synchronizing talent recruitment with the organization's prospective expansion.• Evaluated business operations to uncover bottlenecks and devised optimization strategies.• Directed the integration of business intelligence tools, enhancing data accessibility and decision-making processes.• Streamlined operations leading to increased efficiency and lowered expenses.• Utilized SharePoint workflows to streamline business processes, cutting down on manual tasks.• Implemented risk assessment and mitigation strategies to ensure compliance, safety, and security. Show less