Mohammed Sufiyan

Mohammed Sufiyan V S Mobile No- - Mail Id - - SYNOPSIS A Customer Analysis professional with total 6Years and 7 Months of experience in IT industry in Managing Back Office Service lines (MIS-Reporting &Security Fulfillment) and Customer Delivery/Success for UK/US/India based customer and currently employed at E2E Networks Limited as Customer Success Manager and responsible for managing 200+ clients. SKILL SETS Remedy7, Remedy on Demand(RoD), Service Now, CRM, Zoho management tools MS Office ITIL, Six Sigma, Incident Management Key Accounts Management Business Strategy Customer Success: On boarding/Engagement/Retention EMPLOYMENT SCAN E2E Networks Limited, Bangalore Feb 2019 till Date Designation: Customer Success Manager Customer Onboarding Account Escalations Manage client relationships and day to day interface with the client Customer Advocacy Responsible for upselling and renewals, and increase the revenue per client Analyze customer data to improve end-user experience Drive customer references and case studies, and produce reports and presentations to explain insights and results to marketing professionals Work with cross-functional teams, internal and external with ease and drive them towards a common goal Establishes productive, adding channel and new partner for professional relationships with key personnel in assigned partner accounts Coordinates the involvement of company personnel, including support, service, and management resources, in order to meet partner performance objectives and partners’ expectations. Meets assigned targets for profitable sales volume and strategic objectives in assigned partner accounts. Responsible for managing 200+ Accounts Provided timely resolution of product and accounting related customer support issues Maintained and enhanced customer satisfaction by providing ongoing, proactive support throughout the customer life cycle Worked directly with cross-functional internal and external teams creating and delivering IT services Microland Ltd,Bangalore Oct 2012 – Nov 2018 Designation:Assoc Serv Ops Expert-Service Delivery Role: Managing MIS/Reporting team for end customer and Internal Management and Customer also Service delivery to customers for the infrastructure service offered by Microland Service Delivery Lead: Responsible for Managing Customers for the services being offered by Microland. Managing KPI’s, SLA’s of the customer and stay focused in delivering the services and bring more business through Projects Operations Management: Process Management, Support Knowledge Management initiative, ensuring 100 % maintenance of SOPs in Knowledge repository, maintain 100% technical SOP in Support central for any new type of technical issues, proactively initiate Process Improvements keeping in mind, Inputs from Audit Process, Best practices across industry and ITIL guidelines and regular Inputs from Customer Feedback. People Management: Manage the career growth and motivate team members for higher productivity, identify training opportunities for assigned group and set KRAs. Performance appraisals of repartees, Handle team meetings and resolve people issues if any. Managing Team of 14 for providing Service Operation Reports and Security Request Fulfillment. Developed and presented weekly and monthly Operational & financial reporting, with a focus on KPI targeting, to the Board of Directors and executives. Built out novel reports and migrated rebuilt legacy reports into new centralized reporting portal to meet reporting needs company-wide. Assisted Quality team with research and data analysis. Managing Day to Day task “Initial Analysis” and to maintain the quality of data to generate reports for the Operations Management Team. Producing Operations Weekly and Monthly Reports as per the client request Train team to use various excel formulas like lookup, pivot table, functions, macros, verify of graphs for producing the reports. Generating raw data from Remote Database for all the report on daily basis. Ensure ETL process for the different sets of data is accurate. Ensure the accuracy of the raw data for other processes. Producing reports on Engineer performance on different issues. Assisting Automation team in terms of Reports to minimize the manual effort in automating the reports. Responsible to keep updated SOP & adhering with the process. Closely worked with Quality team in making the process adhering to the standards. Knowledge in Auditing (Incidents) and analyzing trends of the tickets. ACTIVITIES & NOTABLE ACCOMPLISHMENTS Received award in category special student during Graduation. Participated in many Business events organized by Silicon India and Oracle during college. Organized many extra-curricular events in college. Selected as Microsoft Student partners for the year 2010-11 and also in Event Management Team. Events Worked with several startup media groups as a Volunteer for several events, few mentioned below Yourstory Events: Tech sparks 2015 Regional & Grand Finale, Mobisparks. NextBigWhat: Unpluggd’2014& 2015& 2016 (Winter & Summer) NASSCOM’s Product Conclave with Meraevents.com In50Hrs: 2014 Bangalore session in Thought Works Office. 1776 Challenge Cup: Volunteered and was wonderful working with Garrett. StartupGrind events, Bangalore. Pycon India 2014: Python Language Community development events and more. For Startup Ecosystem Networking is something which I would like most in the system and bringing like-minded people together is always there in me. Sharing startup stories and talking to early stage Entrepreneurs. Work with event organizers in Planning and Execution of Startup related events. EDUCATIONAL QUALIFICATION 2011B.E Electrical and Electronics Engineering from Anna University, Chennai 2007XIIth,Mazhar ul Uloom Higher Sec School,Ambur 2005Xth, Mazhar ul Uloom Higher Sec School,Ambur. PERSONAL MINUTIAE Date of Birth - 16thJune 1990 Present Address - #17, Arakana Reddy layout, HRBR 3rd Block Kalyan Nagar, Bangalore 560005 Permanent Address- S/O –Mohammed Sanaullah 6/24 S.Meeruddin street,Noorullahpet,Ambur-635802 Personal profile: Father Name: Mr.Mohammed Sanaullah Nationality: Indian Languages Known: English, Hindi Urdu Tamil Interests and Hobbies: Sharing Knowledge Internet Surfing& Online Engagement Research on emerging trends. Attending event & Networking. Passion to keep myself updated with new Technologies. My Strengths: In general front: Ability to learn quickly Work in a team Self-confidence Positive thinking. Can do Attitude declaration I hereby declare that the details furnished herein are true to the best of my knowledge and belief. Wherever applicable, I can provide documents in original to substantiate any information provided here. Yours sincerely, Mohammed Sufiyan