Zahid Sayed

 Zahid Sayed Curriculum Vitae --------------------------------------------------------------------------------------------------------------------------------------- OBJECTIVE: To achieve honourable position by utilising my strength and strategy. To prove myself as an asset to the company. QUALIFICATION: B.Com Graduate from Mumbai University (March 2002). TECHNICAL QUALIFICATION: Dell certified Computer Hardware and Networking Technician. HARDWARE PLATFORM: ● Assembling PCs with special add-on cards. ● Installing Configuring Software & Operating System PROFESSIONAL EXPERIENCE Sutherland Global Services (Pvt) Ltd. Mumbai. Process: Sears            Period : 25th September 2016 till 23rd August 2020.  Post: Team Manager           Co-ordination with Client.         Manage Change management.         Manage process shrinkage and attrition.         Employee Engagement Activities.         Manage Sales performance.         Manage Client Escalations.         Co-ordinate with other department and take care of process queries.         Identify and escalate issues to Clients Process: ATT UFO Period : 25th July 2014 till 24th September 2016. Post: Team Manager Responsibilities: ▪ Manage 33 consultants team. ▪ Sales. ▪ Troubleshoot and resolve queries of services like CVOIP, Internet and DTH services. ▪Manage Business goals like C-sat, D-sat, AHT, Resolution Rate, Utilization, Quality and R30. People Management: ● Interaction with Client. ● Managing shrinkage due to absenteeism. ● Ensuring attrition is within permissible limits. ● Monitoring productivity of team and identifying opportunities for Development. ● Conducting review sessions to provide feedback for improvement and coaching the team accordingly (with special focus on bottom quartile segment). ● Preparing weekly roster for agents. ● Barging in on calls to gather data for feedback. ●Interacting with team members to build relationships and handle escalated calls. ● Ensuring team productivity by optimally managing 'not ready' status / breaks Reporting and Post Call Documentation. Process: DELL (Desktop and Laptop) Period: 06th March 2006 to 25th July 2014 Post: Team Leader Responsibilities: ▪ Customer Service, Retentions and Sales. ▪Track performance of all functions on metrics, managed by agents on a daily basis and prepare action plans to develop and coach performance. ▪ Manage Dell Operations ▪ Troubleshoot and resolve hardware and software issues of Dell Laptops and Desktops on calls. People Management: ▪ Managing shrinkage due to absenteeism. ▪ Ensuring attrition is within permissible limits ▪Analyzing reports on login hours, average handling time, first time resolution rate and quality scores to strive for continuous improvement. ▪ Monitoring productivity of team and identifying opportunities for Development. Bharti Televentures Ltd. (Airtel), Malad. Post: Customer Service Representative Period: 08th September '04 to 26th February '06. Responsibilities: ▪ Customer Service, Retentions and Sales. ▪ Callback the customer and ask them to clear the dues (Collections and Retentions) ▪ Study and upsell bill plans and other Value added services. ▪ Achieve Sales target. ▪ Analyse bill plans and rectify the errors (if any) BPL, Malad, Mumbai. Post: Customer Service Representative Period: 15th February '04 to 06th September '04. Responsibilities: ● Answer customer’s query related to balance deduction and resolve their issues. ● Upsell new value added services. ● Resolve escalated calls. PERSONAL DETAILS: Date of Birth : 23rd March 1982. Sex : Male Marital status : Married Physical Address : Narendra Park 3B-13, Naya Nagar, Mira Road (E), Thane 401 107. Date: Zahid Sayed