Ameeruddin Syed

Experience

• 

  Meru Cab Company Pvt. Ltd.

  Dec 2009 - Sept 2012

  Customer Service Representative

  Handling Escalation calls from customer who are not happy with the services provided.Managing customer escalation calls when the associate is not able to manage customer expectations.Managing customers concerns over the phone & help him with a appropriate solution & also make him believe in the company to continue the business.Managing the Team in absence of the Team Leader also accessing the Associates in the Quality parameters.Generating reports for associate to understand there Shrinkage & Productivity for the day & monthly reports as well.Provide Coaching & feedback to associate with low Quality scores to understand where there are lagging & Support him to achieve better results in the following month. Show less

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  Tech Mahindra Business Services

  Sept 2012 - Nov 2014

  Retention Specialist

  Handling customers for the largest Mobile Network provider(3) in UK where customers call up to cancel there phone contract and we convince them to retain the business & also upgrading them to a new 24 month contract.Conducting Soft skill Training's & refreshers on Products we have as business.Leading the Entire OJT team for the complete OJT period of 4 months with maintaining the performance & helping them understand the process well as retention was a crucial LOB for the company.Also Conducting Interviews for Candidates by scrutinizing to get best for the retention process.Focus on customer satisfaction surveys by providing excellent customer service along with better conversion rate of retaining customers. Receiving the MEX(Most Enjoyable Experience) award for two consecutive Quarters. Show less

• 

  Tata Consultancy Services

  Feb 2015 - now

  • Managing the allocated budget for the program in a fiscal year with real-time tracking. • Collaborating with the Finance leads of different Line of businesses and understanding the monthly allowance required for specified roles. • Conducting monthly budget reviews with all the stake holders. • Provide input into the Incident Management Process, further defining the process flow, documenting expectations and assist in training and guiding impacted parties to adhere to the process. • Conducting trainings for the new joiners in the company on the complete program Show less •Managing major incidents for Global data centers operation (GDCO) Microsoft. • Managing multiple bridge calls for different locations and various services at the same time. • Handling Severity 0, 1 and 2 incidents which are ideally business and service impacting. • Engaging multiple network engineers, service engineers, stake holders and Microsoft senior management as and when required to get the incident mitigated and resolved as soon as possible with minimal SLAs to avoid major customer impact. • Performing detailed RCA for all the incidents occurred Show less • Managing business customers for a popular telecom giant (Telstra) to get the businesses communication systems transitioned to a fiber from copper. • Briefing teams, team leaders & managers on process updates to achieve better customer satisfaction rate. • Conducting trainings for the new joiners in the company on the complete Program. • Attending daily, weekly calls with clients to understand the client requirement & set targets accordingly for the week & attain them before the deadline. • Coordinating with onshore & offshore customer service teams to get better compliance & minimize error percentage. • Supporting the team leads & customer service teams to get better productivity & always exceeding the defined targets. • Publishing the daily, weekly & monthly reports on the Productivity of the orders to understand the progress of the Program. • Also coordinating with project managers of enterprise businesses to get their services Transitioned without any hassle & provide a better customer experience. • Monitoring the daily completion of the program & publishing a End of Day report for the client and senior management to understand the day to day activities performed by the Customer service teams. • Conducting one to one meeting with everyone within my team for the half yearly and annual appraisal. • Conduct Post Event Reviews of each event with associated teams involved in each event with the goal of continuous improvement Show less

  • Project Manager

    Nov 2018 - now

  • Major Incident Manager

    Oct 2017 - Nov 2018

  • Senior Business Manager

    Oct 2015 - Oct 2017

  • Senior Case Manager

    Feb 2015 - Oct 2015