Md Sajid Email & Phone Number

Kudlugate

Action on high priority, critical and escalated tickets to mitigate the immediate problem.Worked on identifying high ageing and high pain tickets and was responsible to take it to closure.Responsible to identify common and re-occurring issues faced by the sellers and created documents for the same to ensure free flowing resolution and information within the organization.Interacted with the sellers using call, email and tickets to resolve their queries/issues/requests.Helped to improve the seller business and seller experience. Identified the on-call cases and highlighted to leads.People Management, grooming of team members to scale up.Quick learnerFriendly, courteous, and service orientedTraining & CoachingProficient in ExcelFair knowledge of APIConsistent performerHandles stressful situations and deadline pressures wellTeam playerSelf-motivated and capable of working with limited supervision. Contacting with L3, Hub and Engineers team to resolve the seller’ s concerns. Experience with SUV, Mail and internal tools.

Manage and coach entire floor, hold team meetings, and establish performance expectations.Responsible for assigning the tickets and manage dependencies to avoid blocking of the team proactively.Managing rosters of team members.Provide inputs and analysis for WBR/MBR and present to the client in meetings.Analyse and prepare the RCA for DSAT and helped reduce the DSAT significantly.Drive the SSAT numbers and key metrics to achieve the set target.Collaborating with other cross-functional teams & leads from Engineering and Hub teams.Identify the loopholes in the process and highlight to team.Raising the eligible tickets to on-calls of respective team.Always available on-call to provide emergency response.Trained and educated the new agents during the onboarding (OJT) and certification phase.Was responsible for the mentorship of 5 agents to look after their performance and shared feedback to achieve their numbers.Was responsible to close the tickets in defined SLA and helped reduce the resolution TAT by 20%.Identified, analysed and audited re-opened tickets to reduce its percentage by sharing live feedback with agents and work upon agent’s education. Was able to reduce % of tickets re-opened by 40%. Lead and Handle a team of 10 agents and responsible for their performance.

Master Of Financial Analysis, Accounting And Finance, 67%

Activities and Societies: Kabaddi , cricket, kho kho

B.Com, Accounts & Taxession

Mfa, Finance And Accounts