Mohammed Aaqil Email & Phone Number

Bengaluru, Ka, In

• Managed a team of 15 service desk employees• Prepared process documents addressing improvement areas and ensuring the team is updated with the latest process update.• Conducted regular SLA and performance reviews, providing one-on-one feedback to drive continuous improvement.• Coordinated with stakeholders, field engineers and customers to ensure seamless service operations and achieve SLA targets.• Minimize escalations and maintain high SLA compliance.• Prepared weekly and monthly reports for management and team business reviews, covering productivity, SLA adherence, and aged tickets.• Handled escalations from field teams and customers, ensuring timely resolution and customer satisfaction.• Trained and mentored new team members for skill enhancement and process improvements.• Analyzed DSAT and client/customer escalations, providing root cause analysis (RCA) and implementing corrective actions.• Expertise in using tools such as ServiceNow, Click, Field Code, SFDC, and Anydesk for ticket handling and remote desktop support.

Bangalore Urban, Karnataka, India

• Service delivery coordinator for DELL and EMC account for US and Canada region,• Creating of Incident ticket and work order task and Monitoring until the issue is resolved, • Responsible for the SLA, Productivity & Utilization metrics for the assigned account,• Creating process and workflows documents, project-related training, • Creating service dashboards in excel and other tools for executive review, • Identifying potential SLA misses and escalating them according to the defined procedure

Bangalore Urban, Karnataka, India

Bank Staff (Senior Client Care Executive) handling queries and escalation’s of customer’s across India for retail banking, credit card and Loans interacting with all levels of the organization. excellent problem solving and negotiating with customer

Bangalore Urban, Karnataka, India

• Customer Care Executive for Axis bank process, and got promoted to (Escalations and Nodal officer desk)• Resolved billing and service issues of customer• Provided customers with accurate information about products, services, features, and benefits.