Azhar Majeed

Experience

• 

  Wipro

  Jun 2010 - Jul 2013

  Senior Technical Officer

  * Provided Tier 1 IT support to non-technical internal users through desk side support services.* Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.* Managed high levels of call flow and responded to Printer technical support needs.* Collaborated with supervisors to escalate and address customer inquiries or technical issues.* Supported HP Products in USA and Canada. Software and network troubleshooting on windows operating system* Selling new products to customers* Customer Support & Satisfaction.* Received performance points for appreciations from managers and users. Show less

• 

  IBM

  Oct 2013 - Aug 2014

  Lead

  * Supporting QUICKBOOKS in US & Canada, Software and network troubleshooting on Windows & Mac system* Selling new products to customers* Customer Support & Satisfaction.* Received performance points for appreciations from Managers and UsersProvided Tier 1 IT support to non-technical internal users through desk side support services.* Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.* Managed high levels of call flow and responded to Printer technical support needs.* Collaborated with supervisors to escalate and address customer inquiries or technical issues. Show less

• 

  Cognizant

  Sept 2014 - now

  * Mentored and guided employees to foster proper completion of assigned duties.* Led team of 10 members while providing exceptional service to 35+ International brands.* Assisted team with support and quality review for several tasks not limited to Campaign creation & Modification, Ad trafficking, Reporting, Pacing, Recommendations etc for Various platforms like Google Ads, Meta, Snapchat, Pinterest, Reddit, LinkedIn & Twitter.* Built strong relationships with customers through positive attitude and attentive response.* Assisted with new hire processing and existing training programs.* Do regular performance evaluation, Monitor team performance and report on metrics,* Motivate team members, Listen to team members' feedback and resolve any issues or conflicts.* Set clear team goals and KPIs, delegate tasks and set project deadlines, Oversee day-to-day team's operation and performance. Show less * Quality Check: Doing Quality review of tasks processed by Analysts. * Conducting huddles to share best practices to improve quality score and customer experience* Data Management: Scrubbing assigned and unassigned cases and allocating them to agents as per tiers & skill sets for increased utilization* Reporting: Sharing performance data on weekly/ monthly basis.* Coaching: Proving coaching to new recruits and mentoring them while On Jobtraining.* Training: Providing practical interface based training on new products.* Brand Safety: Providing Brand Safety solution for Google ads (MCM Auction & Reserve) Even on Weekends with a Rapid 1Hr SLA* Campaign Implementations: Implementing live changes in campaigns and end to end creation of campaigns/ Ad groups/ ad creative till launch of campaign. * Handling request of campaign management from EMEA/ AMER/ APAC market.* List mapping: Sharing remarketing lists with accounts checking legal liabilities* Account creation: Creating new Google Ads account under existing MCCs. Assigning Business POD to Account Managers who handle clients account.* Screenshots: To show clients how ads are appearing on any particular website or placements (GDN, Search, YouTube (Mobile apps). Show less

  • Regional Lead

    Aug 2023 - now

  • Team Manager

    Dec 2022 - Aug 2023

  • Team Lead

    Oct 2019 - Dec 2022

  • Senior Process Executive

    Sept 2014 - Jan 2020