MASOOD PATEL

Experience

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  Ovex Technologies Pakistan (Pvt.) Ltd.

  Apr 2005 - Dec 2006

  Customer Services Representative

  • Online Customer Care with different segments of customers, including Corporate Clients.• Take ownership and ensure timely resolution of customer complaints.• Provide feedback to supervisors on important issues/problems of the customers to ensure customer excellence.

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  Jazz

  Jan 2007 - Aug 2016

  Team Lead Operations Customer Services

  • Manage and support people in terms of employee performance / documentation / conflict management.• Manage and handle a team of 15 to 18 CCRs and achieve KPIs for qualitative & quantitative targets as assigned.• Initiate and follow up on performance improvements plan of team members and provide effective coaching/guidance during PIP.• Keep abreast with the latest information with respect to the products, policies and procedures for effective customer handling.• Provide feedback and suggestions to the management for optimizing customer support processes.• Ensure self and team participation in team meetings, Daily Clinics, CTP and other learning forums.• Perform other duties / special tasks as assigned by Floor Management.• Ensure team is aware of company’s policies & procedures and code of conduct.• Ensure careful handling of all resources provided to the team (headgear etc.)• Effectively plan and Update leaves in workforce management systems within the defined time Show less

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  OPTIMUS LIMITED, "Hertz"

  Jun 2017 - Aug 2017

  Customer Services Representative

  • Engaging through live chat with prospective and existing customers.• Follow-up and closing complaint workload generated as tickets by call center staff.• Coordinating with customers, vendors and related department via email and calls for complain resolution related to billing and chargebacks .

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  Contour Software

  Aug 2017 - Sept 2021

  Senior Customer Support Analyst at Perseus Group, Constellation Software

  • Providing tech. support for ERP/Cloud ERP software for four different ERPs/divisions to our Offshore/International (North American & UK based clients). via email and live chat service.• Working in a cross functional role, partnering with sales & marketing, software developers and customer success teams.• Working in Production environment to resolve issues related to report settings, form adjustments, records and session locks and creating new users through active directory services.• Identifying recurring customer issues, helping to solve them, and escalating them to others for review.• Troubleshooting, managing, tracking and closing client support issues, specifically related to the database and functions of the applications.• Writing and maintaining help center Knowledge Base articles, and identifying topics for new articles based on customer inquiries.• Providing Live Chat Support through ZENDESK / TEAM SUPPORT.• Creating New Users(Login ID), CRM Web access and enrolling clients to the Learning Management System.• Understand, retain, and explain support processes in a rapidly changing team environment.• Spotting trends in customer issues that other team members should be alerted to• Advises the Team Leader - Customer Care, of sensitive Client Situations• Makes recommendations to address problems and suggestions to optimize customer support processes.• Develops frequently asked questions (FAQ) documentation.• Carry out projects as assigned. Show less

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  Logiciel Services

  Sept 2021 - now

  Solution Engineer (Regulatory and Compliance Team)

  Providing excellent internal/external L1, L2, and L3 (conditional) customer support in specialized areas of regulatory support responsibility named the Consolidated Audit Trail.Coordination with FINRA Helpdesk/Market Regulation department to register CAT Reporting issues, also providing updates on ongoing cases or inquiries if needed.Attending FINRA-organized events/webinars based on compliance and regulatory matters and sharing meeting minutes with the internal compliance team and other shareholders.Keep track of Daily EOD and SOD tasksClient Onboarding Configurations:• Configuration of related details required for CAT and BXS reports into Production Databases through SQL queries and portals.• Testing new configurations in (UAT) environments before pushing it to Production environment.• Conducting meetings with Product Support and Business for validating missing and correct details of new client onboarding.Jenkins Job Creation/Configurations and Server Health Checks:• Jobs creation for related processes of CAT and BXS reports for the new Onboarded clients.• Monitoring jobs that are setup for different processes on Jenkins, this includes processes running on AWS and NY4 servers.• Monitor production applications and server health checks.Process Optimization:• Identifying processes that needs to be optimized and engaging DevOps and QA team to achieve quick resolutions. Compliance Reporting and tools:• Develop and maintain reporting platforms related to compliance and the products.• To ensure accurate and timely reporting of compliance data.• Work with internal and external customers to understand their reporting needs.Process Documentation:• Thoroughly maintaining customer account details, noting exceptions and maintaining written desk procedures using the Atlassian Confluence tool.• Document all New Onboarding Details, configurations, processes, and architecture of reporting servers. Show less