Raqeeb Rifkhan

Experience

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  ZILLIONe

  Mar 2017 - Aug 2017

  Intern

  Managed cases, requests, and enhancements under the customer's inquiries. Problem determination, workaround resolution, root cause analysis, and major incident management.Completed two upgrade projects within the project milestone.

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  ZILLIONe

  Mar 2018 - Jun 2022

  Determined operational objectives by studying business functions, gathering information, evaluating output requirements and formats.Defined and monitored project requirements by identifying project milestones, phases, resolving problems, publishing progress reports, and recommending actions.Installation, Configuration, Conduct UAT and Training, System Demonstrations, Report customizations, and other related functions.Successfully completed project milestones through new implementation and upgrade projects and server migrations. Show less

  • ERP Support Specialist

    Apr 2021 - Jun 2022

  • Business Solutions Executive

    Oct 2017 - Mar 2021

  • Business Solutions Executive-Maldives

    Mar 2018 - Jun 2018
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  IFS

  Jun 2022 - now

  Hosting meetings for assigned escalated customer situations as the Technical Lead.Coordinating with other Technical Experts that involve Performance Scheduling Optimization, Field Service Management, and other systems within IFS. Proactive identification of situations to mitigate customer dissatisfaction with refined action plans.Identifying situations or bottlenecks that could lead to future escalations in advance and provide technical assistance to mitigate them.Contributing to decision making of the Business-Critical Escalation Judgment Team in approving or rejecting projects based on their Business Impact on the customer and IFS. Show less Successfully de-escalated customers during time sensitive and highly critical situations.Monitored and followed up with stakeholders on escalated projects, with assistance from Technical Elite Solution Experts. Performed critical assessments on projects before their go-live phases and determined if they required recommendations to attain it.Created knowledge-based articles after successful de-escalations for future use.Led the situation room discussions across stakeholder groups and continues as the point of contact for Situation Room related queries. Worked on action plans to de-escalate customer situations based on the exit criteria defined and confirmed with the customer. Show less

  • Customer De-Escalation Manager

    Oct 2023 - now

  • Senior Elite Expert - Business Applications

    Sept 2023 - Oct 2023

  • Situation Lead - Elite Expert Team

    Jun 2022 - Sept 2023