Mohammed Mustaq

Mohammed Mustaq Parveez - -   Summary Dynamic and results-driven customer service and help-desk specialist with 7 years of experience, adept at managing support operations and driving customer satisfaction. Recognized for delivering timely, professional service with exceptional communication skills and a proven ability to build and maintain strong relationships to boost business retention. Highly skilled in advanced technical tools, including ServiceNow and various CRM platforms. Eager to apply my expertise and proactive approach to a customer support role where I can contribute to organizational success and deliver immediate impact.  Skills Customer Service Customer Experience Organizational Skills Zendesk Customer Retention ServiceNow Communication IT Support Helpdesk  Education Singhania University BACHELOR OF TECHNOLOGY IN COMPUTER SCIENCE AND ENGINEERING  Experience ITSACHECKMATE.COM SENIOR OPERATIONS SPECIALIST May 2024 - Dec 2024 Email Operations: Coordinate and manage email communication with clients; resolve issues promptly. POS Support: Provide technical support and troubleshoot POS system issues. Data Integration: Oversee data transfer and synchronization between systems. Menu Management: Update and manage client menu information. Sales and Billing: Assist with onboarding, billing inquiries, and report accuracy. Client Relations: Act as a primary contact for client concerns and ensure satisfaction. Operational Excellence: Improve processes and stay updated on industry trends. Collaboration: Work with internal teams and communicate effectively with clients. TATA CONSULTANCY SERVICES SR. HELPDESK ASSOCIATE Dec 2020 - Jan 2024 Address User Concerns: Listen to and understand user issues, questions, and complaints. Resolve Problems: Clarify complaints, identify root causes, choose and explain solutions, expedite corrections, and follow up to ensure issues are resolved. Perform Repairs: Install and perform minor repairs on hardware, software, or peripherals according to specifications. Improve Operations: Analyze operational problems and identify ways to enhance service, performance, or safety. Record Keeping: Document customer interactions, inquiries, complaints, and actions taken in the SERVICENOW workflow tool. Prepare Reports: Research, compile, and generate reports, manuals, correspondence, and other documents as needed by management. CONCENTRIX SR. PROCESS SPECIALIST Powered by ResumeGemini Jun 2019 - Jan 2020 Address User Inquiries: Respond to questions about computer software and hardware operations to troubleshoot and resolve issues. Technical Investigation: Consult technical manuals, communicate with users, and conduct diagnostics to resolve technical problems and provide support. Customer Service: Handle service or billing complaints by processing exchanges, refunds, or adjustments to resolve issues. Policy and Procedure Guidance: Address customer complaints and inquiries about policies and procedures. Complex Problem Resolution: Assist users with challenging issues and manage escalated complaints or disputes. INFOSYS BPM PROCESS SPECIALIST Feb 2018 - Feb 2019 Handle Complaints: Address service or billing issues by processing exchanges, refunds, or adjustments. Customer Communication: Reach out to customers to address inquiries, update them on claim investigations, or notify them of planned adjustments. Policy Guidance: Resolve complaints and respond to questions about policies and procedures. AL WAFA TECHNICAL SYSTEMS AND SERVICES VSAT SUPPORT ENGINEER United Arab Emirates, Abudhabi Feb 2015 - Mar 2017 Vendor Communication: Engage with telecommunications vendors to gather pricing and technical specifications for hardware, software, or services. Requirement Analysis: Collaborate with users, administrators, and engineers to define business and technical needs for system modifications or technology acquisitions. System Monitoring: Use master consoles to oversee computer systems and network performance, and manage network access. Network Administration: Maintain and manage computer networks, including hardware, software, and configurations. Performance Monitoring: Track network performance to identify necessary adjustments and future changes. Record Keeping: Maintain logs for network operations, maintenance, and repair activities.  Language HINDI ENGLISH Powered by ResumeGemini ARABIC