Suhaib Ahmed Sharieff

Suhaib Ahmed Sharieff- Ó - ¯ LinkedIn Profile Bengaluru, India Professional Summary Results-driven Operations and Customer Support Professional with 4 years of experience across EdTech, aviation, and microfinance sectors. Skilled in managing end-to-end operations, resolving high-volume queries, and ensuring smooth user journeys. Proficient in CRM tools and support platforms with a focus on process optimization, learner engagement, and cross-functional coordination in fast-paced environments. Experience Incanus Technology Pvt Ltd - Newton School June 2023 - May 2025 Operation and user support Executive Bengaluru, India • Managed weekly team rosters and daily chat schedules for NSAT and coding exams, ensuring optimal agent availability and smooth support operations. • Coordinated pre-exam device compatibility checks and collaborated with the communications team to distribute meeting links via WhatsApp and registered email IDs. • Provided real-time support to 80–100 students during exams by resolving technical issues, managing disqualifications, and reviewing Orange Flagged cases post-proctoring. • Handled 50+ daily chat and email interactions, maintaining a First Response Time (FRT) of 5–8 seconds and an overall 85% Customer Satisfaction (CSAT) score. • Created and regularly updated Standard Operating Procedures (SOPs) to improve operational workflows and ensure consistent learner support. • Led NPS (Net Promoter Score) calling initiatives, gathered student feedback, and worked with program managers to resolve key concerns and enhance satisfaction metrics. Cognizant Technology Solutions September 2022 - May 2023 Senior Process Executive Bengaluru, India • Managed international flight reservations, upgrades, and customer inquiries, ensuring smooth travel for premium clients. • Resolved complex booking issues, improving response times by 10% and increasing booking success rates. • Identified process inefficiencies and implemented solutions to improve customer satisfaction. • Delivered high-quality service by staying updated on airline policies and procedures through regular training sessions. Lifeline Foundation March 2021 - August 2022 Software Implementation Executive Bengaluru, India • Successfully implemented MIFOS software, increasing microfinance operational efficiency by 40% and accuracy by 30%. • Managed data for +50 branches, servicing 2,000-3,000 beneficiaries and multiple loan products with 95% data accuracy. • Generated performance reports, providing feedback that improved operational processes by 25%. • Assisted in administrative tasks, including document preparation and office management. Education Bangalore University Graduated: 2020 Bengaluru, India Bachelor of Business Administration in Finance Skills • Customer Support: High-volume support, first-response handling, ticket resolution, CSAT/NPS. • Operations Process Optimization: SOP creation, workflow streamlining, productivity tracking. • Administrative Support: Documentation, coordination, scheduling, data management. • AI Tools: ChatGPT, Custom GPTs,Claude AI, Tool Hunt. • CRM Platforms: Freshdesk, Freshchat, Smart Assist, EKL, Google Workspace, MS Office. • Travel Booking Systems: Galileo, Sabre, Amadeus. • Communication Collaboration: Cross-team coordination, reporting, stakeholder updates. 1 Languages • English (Fluent), Kannada (Native), Hindi (Fluent) Hobbies • Social activism, traveling and adventure sports, gourmet experiences, swimming 2