Adnan Sayyed

Experience

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  Mphasis

  Nov 2009 - Mar 2012

  Sr Customer Service Officer

  • Providing customer support for UK based Insurance Company. Company Name: ZURICH.• Interacted with costumers and provided the information for the claim.• Working on the Third Party Care department.• Inbound process with handling over 75 calls on an average. • Maintaining daily and monthly reports.• Taking care of Client queries at the time of their visit.• Work on Issue log sent by Client for us and providing feedback to colleague. • Gained knowledge about Motor Insurance. • Received Top Performer Award for last three Quarters. • Received 5 rating on a scale of 1-5 (5 being Highest) for previous Year. November 2010 to October 2011. Show less

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  Tata Communication Limited

  Mar 2012 - Mar 2017

  Service Desk Support

  March 2012 – CurrentTata Communications Transformation Service Ltd - PuneExecutive Service DeskRoles and Responsibilities:• Providing support to Enterprise customer for Internet Service Provider Company.• Providing support via phone and emails.• Logging ticket for every issue and assigning it to relevant resolver groups.• Following up with resolver groups and providing updates to customer at regular intervals.• Achieving TAT while attending ticket as per SLA between customer and company.• Striving for quick resolution for a ticket.• Coordinating with highly valued customer (providing revenue in millions) for customer satisfaction.• Maintaining transaction reports daily. Reviewing these reports to create scope for process improvement.• Providing empathy, sympathy and assurance to the costumers to avoid losing customer.• Escalating issues of the customer for speedy resolution.• Worked on projects to avoid repeated issues from customer and reduction in ticket life.• Worked on systems like Oracle CRM, REMEDY etc. Show less

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  Atos India PVT Ltd

  Mar 2017 - May 2019

  Lead - IT Service Management

  ATOS India ltd – PuneFebruary 2017 – Current Lead – IT Service Management• Leading team of 5 Incident Managers, 2 Change Managers and 1 Problem Manager.• Coordinating with L1 Monitoring team to minimize downtime.• Chairing Daily, Weekly and Monthly sync up calls with Client, Senior Management and Stakeholders.• Preparing weekly and monthly dashboards.• Tracking service improvement for the project and presenting monthly report.• Tracking and Monitoring SLA for incident, change and problems to achieve it for the month.• Ensuring effective communication to Senior Management, Customers, Users, and Technical staff via phone, email and chat.• Participating in customer end reviews and providing service improvement recommendations as required.• Registered Continuous Service Improvement to improve Quality of the service.• Chair Bridge calls for effective coordination, incident resolution, service restoration.• Performing incidents trend analysis, create problem ticket for recurring incidents etc.• Coordinating with technical teams working on technologies like SAP, UNIX, LINUX, Wintel, Firewall & Security, Networking. Show less

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  Wipro

  Jun 2019 - Oct 2021

  Service Level Management Consultant
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  Wipro Arabia LTD

  Oct 2021 - Nov 2022

  ITIL Consultant
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  Tech Mahindra

  Nov 2022 - Sept 2023

  ITIL CONSULTANT
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  HCLTech

  Sept 2023 - now

  ITIL Performance Manager