Mohammad Zamin

Experience

• 

  Tech Mahindra Business Services

  Sept 2019 - Apr 2020

  Associate
• 

  Millennium Group

  Jul 2020 - Jul 2021

  Digital Marketing Executive

  Assisted in the formulation of strategies to build a lasting digital connection with consumers & helped in launching optimized online advertisements to increase company and brand awareness

• 

  SSGServ

  Jul 2021 - Apr 2024

  - Managed a process re-engineering project aimed at improving and consolidating end-to-end service processes. Restructured communication flow among departments and reduced paperwork by 75%.- Resolved customer support cases to an exceptional standard.- Interacted with clients via emails and inbound and outbound telephone calls. Assisted clients with system configuration requests.- Conducted workload assessments and developed new operational processes that led to increased productivity. Built, planned, implemented, and managed strategy.- Managed a team of 20 first-line agents and trained the rest of the team.- Stayed up to date with the latest technology and best practices.- Ensured that agents provided quality service in line with organizational objectives.- Optimized quality assurance to increase agents' efficiency through behavior modification, enhance the quality of service to customers, and improve close rates. Show less

  • Subject Matter Expert

    Dec 2021 - Apr 2024

  • Senior Technical Support Specialist for Offshore Support

    Jul 2021 - Dec 2021
• 

  Tech Mahindra

  Apr 2024 - now

  As a SolarWinds Customer Success Manager, I am committed to helping our customers gain ultimate value from our cutting-edge IT management technologies. Utilizing my customer interaction and relationship skills, I drive adoption of the product, enable onboarding, and offer continuous support. Through close work with customers, I pinpoint their specific needs and challenges and present customized solutions that improve their operational effectiveness and overall satisfaction. My mission is to develop long-term relationships that enable organizations to prosper in a continuously changing technology world. Show less

  • Customer Success Manager for Solarwinds

    Feb 2025 - now

  • Network Engineer

    Apr 2024 - Feb 2025