FAISAL SHAIKH

(Currently staying in Doha{Qatar} and ready to join immediately)

Contact: (Mob) +974 66349961/(R) 02228118876E-mail:Faisal6082000@gmail.comCurrent Location: Qatar, Doha.

OBJECTIVEHard worker with high sense of responsibility Strong team leader/worker with positive attitude, having demonstrated proficiency in leading and working in terms. Confident, punctual and open minded possess sound analytical, relationship management and presentation skill Capable of meeting project deadlines with efficiency. Fast learner and can perform assignment with minimum supervision.

PROFESSIONAL HIGHLIGHTS AND EXPERIENCE:

Organization DurationTechnical Support Engineer with Sutherland Global Services for DELLMalad -(West), Mumbai.

February 2015 September 20157th Months

Hardware Support Engineer withSB Collection

18th Months

Hardware and Network Support Engineer with Unique Enterprise for Lenovo

10 Months

Customer Agent with SERCO forRatnakar bank

11th Months

Current Profile

Currently working for Sutherland Global Services is a global provider of business process and technology management services offering an integrated portfolio of analytics-driven back-office and customer facing solutions that support the entire customer lifecycle.

Requirements Analysis, Development and Post Implementation Support on Dell models.

Streamlining process by coordinating with the DA Team and Clients for resolving their issues.

Maintaining regular communication with the Clients regarding Issues, Reviews for the models of Dell product with Functional and technical Aspects

Issues/Calls/Mail response/requirements/coordination with the team for customer’s requirements and issues to incorporate in our product

Planning the implementation and execution of the ways to resolve customers issues

Work Experience in Customer Operations:- Handling Inbound calls for three Dell models VOSTRO,LATITUDE,OPTIPLEX and

Dell Projector Leading the Dispatch of hardware components after troubleshooting for customers

claimed in warranty For the customers having the systems out of warranty providing a support on call and for

part replacement moving ahead for quotation

Key Responsibilitieso To support the customer for warranty extendo To raise the quotation for technician if the customer is not having the technical

knowledgeo To make sure the customer should satisfy with service and support providing by

Dell and the Dell products

Technical Skills

Key Accomplishments:

Managed a high-volume workload within a deadline-driven environment. Resolved an average of 550 inquiries in any given week and consistently met performance benchmarks in all areas (speed, accuracy, volume).

Became the lead "go-to" person for new reps and particularly challenging calls as one of the company’s primary mentors/trainers of both new and established employees.

Helped company attain the highest customer service ratings (as determined by external auditors) -- earned 100% marks in all categories including communication skills, listening skills, problem resolution and politeness.

Officially commended for initiative, enthusiasm, tenacity, persuasiveness, intense customer focus and dependability in performance evaluations.

Completed voluntary customer service training to learn ways to enhance customer satisfaction and improve productivity.

Handled incoming calls from policyholders, responding to inquiries, resolving problems and correcting policy errors. Provided quotes and executed online policy changes for auto, home and excess liability. Used consultative selling techniques to provide leads for telesales personnel. 

Completed five 4-hour modules of customer service training. Topics included how to:

Greet transfer and hold calls Build rapport, listen, clarify and manage conversational flow. Manage upset customers, conflicts and challenging situations. Deliver outstanding service, exceed expectations and build long-term

loyalty. Work in teams and in a self-directed environment.

EDUCATIONAL QUALIFICATIONS

B.COM (2014) Institute: Swami Vivekanand College, Mumbai Aggregate: 67%

Class 12th (2010) Board: HSC Institute: Swami Vivekanand College, Mumbai Percentage: 66.13%

Class 10 th (2008) Board: SSC Institute:N.H English Academy, Mumbai Percentage: 64.46%

COURSES AND CERTIFICATIONS

Certified from DELL for completion of Dell New Hire P&P Training with ACP Clearance. Completed MCITP Course (Microsoft IT professional) and hardware Course from

Zoom Technology ,Hyderabad Completed Computer Hardware course from Micron Computers, Mumbai

EXTRA-CURRICULAR ACTIVITIES

Played NATIONAL LEVEL Cricket in Hyderabad For Mumbai City. Hobbies:- Playing Cricket ,Snooker, Cooking, and listening Music Can swimm without Aid

PERSONAL DETAILS

Date of Birth : 17/03/1991 Gender : MALE Telephone No : (Mob) +97466349961 /(R) 02228118876 E-Mail Address : Faisal6082000@gmail.com Caste : Muslim Mother tongue: HINDI Nationality : INDIAN Marital Status : SINGLE Languages : ENGLISH, HINDI, URDU, MARATHI.

PERSONAL SKILLS

Can work satisfactorily in group. A dedicated and hard worker. Good interpersonal skills.

DECLARATION

I do hereby declare that the particulars of information and facts stated herein above are true, correct and complete to the best of my knowledge and belief.

PLACE : MUMBAI FAISAL SHAIKH