Mohammed Tahir Looking For A New Challenge Email & Phone Number

Riyadh, Saudi Arabia

Currently working as a Quality Manager with STC (Saudi Telecommunications Ltd.) through Servion Global Service Ltd for their Contact Center Technology team. Service Operation Optimization as per ITIL Industry standards Work Load optimization. Enhance KPI and SLA as per standard and optimize the key measurement parameters. Taking care of all Internal as well as External audits for ISO 9001:2008, ISO 10001:2007, ISO 10002:2014, ISO 10004:2012, etc. Taking care of Product & Process related audit. Leading the team for Green IT project. Responsible for training & development for the entire CCT department.

Mumbai, India

Internet Data CenterWorked with Reliance Internet Data Centre in Service Assurance Department mainly handling Crisis Management, Incident Management, Problem Management & Change Management methodologies. -- Single point of contact for the services hosted in Data Centre & to look after all operation related requests & issues. Presenting monthly tech checks reports & reviewing the same with customer.-- Recording the actionable, feedback and suggestions while Tech-check reviews with customer as to take necessary actions on them.-- Tracking activation & deactivation of customer services & coordinate with the various sections within and outside organization concerned to provide on-time service to the customers.-- To build /maintain healthy and cordial business relationship with all the customers & work towards achieving improved customer satisfaction.-- Responsible for maintaining the Inter-department SLAs within teams across IDC operations.-- Initiate and facilitate conference calls to restore service of critical system failures. Ensures proactive monitoring, responsive service restoration and communications delivered within SLOs/SLAs.Key Accomplishment-- Responsible for streamlining the Process of Service Desk & Event Management.-- Response Time in TOS (Technology Operation System) has been increased from 78.3% to 97.6%.

Mumbai

Provided services while being part of the UAT team for new product roll out from product team to customer care team for migration. Processed lay out & continuously executed task for product improvementCoordinated with BPO to analyze the problem/issues faced by the FOCSR, SR & Complaint report to answer the query of the customer/enterprise and provided services within agreed TAT & SLAAdroitly & deftly executed front-end call centre and backend resolution teams, based out of Pune, Mohali, Hyderabad & Kolkata–Meeting Service levels & delivering resultsMade Annual Operating Plan for products, developed & implemented new ideas to increase C-Sat to reduce churnDeveloped & implemented new ideas to increase C-Sat & to reduce churnVisit various circles across the country to pick up the best practices & implemented the learning’s in the cluster, in turn increasing the SLA levelsResponsible for the centralization of Email/Offline Unit outsourced to Tech-Mahindra based out at Chennai

Mumbai Area, India

Monitored & supervised a team of 16 Customer Care Executives & handled the Process called ECFU, imparted knowledge in Networking, troubleshooting of equipments & MACD related issues of various Broadband Products of Reliance.Imparted knowledge & provided inputs in designing the BackOffice Processes, as in the team since the initial phase.Played significant role in vision building, goal setting & restructuring of the organization through training sessions to TL’s of other buckets on FWP/T (Network & MACD, rostering for the entire ECFU bucket back office of Reliance, Quality Assurance and HR interphase of the bucket.Successfully interacted with different customer from all over India & procured feedbacks about the product & services and coordinated with Service Assurance & Service Delivery Manager & A/c. Managers for issues pertaining to broadband to solve the Request & Complaints of the customer within the given SLA.

􀂃 Successfully addressed to customers' queries/complaints pertaining to Design and Content development andevolved quick resolutions with minimum turnaround time.􀂃 Adeptly handled Key Enterprise Accounts for the advertisement of Products.􀂃 Reviewed & interpreted the competition after in-depth analysis of market and executed numerous brand-buildingexercises, provided training to various executives, created brand visibility and recall, subsequently developingleads and undertaking various promotions.􀂃 Established healthy business relationships within the market and other channels involved while developingexcellent rapport with the clients/ associates/ customers by providing excellent customer satisfaction.􀂃 Involved in preparing daily/ weekly/monthly reports & presenting the same to the management for facilitatingdecision making process.

Master Of Business Administration (M.B.A.), Customer Service Management

Bachelor'S Degree, Arts, Ii

High School, Science, 2

10, Science, 1