Abdul Alim Mansoori

 CURRICULUM – VITAE ABDUL ALIM MANSOORI Den:- Plot No.- 80/286 and 80/294 Sec-8 Pratap Nagar, Sanganer, Jaipur, (Raj.) Mob:- Email:-- ______________________________________ CAREER OBJECTIVE Seeking assignments in Customer Services & Client Relationship Management / Customer grievances handling and complaint management / Team Management / Operations in growth orientated organization. I do my work sincerely and reap success in my life with Honesty and full enthusiasm. Working Experience Mattsen Kumar [Dec’18 – Current] Designation- Performance Specialist Job profile: Working as QA Lead Handling a team of 17 Quality Analyst Ensuring the daily/weekly/monthly audit targets are achieved Ensuring the quality was driven up to the mark Client certified TTT Providing training to new batch Provided feedback to the QAs on their performance Used to share the EOB report with senior managers Responsible for preparing Monthly Internal PKT Responsible for conducting Internal Calibration and ATA POC for External Calibration, ATA and Dispute client calls Responsible to prepare the analysis for Weekly and Monthly Business review Responsible to drive the Insights, Suggestion and Alert Kashmir Box [Nov’14 – Nov’18] Designation- Team Leader Job profile: Worked as Team Leader customer support Handled a team of 15 customer support and sales executive Ensured the daily/weekly/monthly targets are achieved Ensured the quality was driven up to the mark Provided training to new batch Provided feedback to the executive on their performance Used to share the EOB report with senior managers Used to connect with clients to share the product and process related updates TELEPERFORMANCE [Sep’12 - Oct’14] Designation- Subject Matter Expert Job profile: Provided voice technical support for Microsoft Windows 7,8 and 8.1 Promoted as Subject Matter Expert in Windows Tier-1 (Sep, 2013) Successfully steered a team of 10-20 Technical Support Executives Managed team performance and progress Given responsibility to handle a new LOB WindowsTier-2 Responsible for scheduling of team. Conducted regular quality audits to ensure compliance to company and regulatory standards and policies Prioritized important tasks and ensured they get done first and get done properly Acted as a resource for other staff members and trained new team members Done analysis on emerging issues and unnecessary escalation Managed all the reports related to process and reported to Manager Operation Dell International [Jul’11-Sep’12] Designation- Technical Support Executive Job profile: Handled customer queries and providing information as per defined standards. Provided Technical Support on Dell Software and Hardware product Did upselling for Dell and the vendors product Provided feedback to the team leader about product and process and contribute to the improvement. Resolved customer queries within support boundaries VCustomer International [Oct’09-Jul’11] Designation- Technical Support Executive/Customer Support Executive Job profile: Joined as customer support executive for Fingerhut Done upselling Worked as Floor Support and provided assistance to new joiners Moved to Netgear in Jan’11 – worked as Technical Support Handled queries regarding networking issues for home user Consistently delivered exemplary levels of customer service responding effectively to customer enquiries Maintained detailed and up-to-date knowledge of products and services facilitating efficient Academic Qualification * B.A. from University of Rajasthan. * Senior Secondary affiliated Rajasthan Board * Secondary affiliated Rajasthan Board. Key Skills and Competencies Strong Windows troubleshooting and customer handling skills Proficient with MS Office and various other forms of work-related technology Able to speak to both decision-makers and junior staff in a tactful and sensitive manner. Establishing good working relationships with colleagues. Ability to negotiate and influence. Integrity, humility and an entrepreneurial attitude. Friendly and upbeat attitude. Place: - Jaipur Date: - Signature (ABDUL ALIM MANSOORI)