Shafi A A Email & Phone Number

Bengaluru, Karnataka, India

Key Responsibilities:Led the team effectively while managing complex, high-impact client issues, ensuring timely resolutions and maintaining service excellenceEffectively delegated and oversaw the routine tasks of team members, enabling effective focus on escalated and complex customer issues.Participated in high-level managerial discussions to drive product growth, process improvement, and service delivery enhancements.Oversaw the resolution of complex customer cases, raised bugs in JIRA, and collaborated with internal teams for quick resolutions.Conducted meetings with clients and cross-teams via Zoom, Google Meet, and Teams to resolve issues and improve service quality.Managed mobile app generation projects for clients, ensuring successful delivery and adoption.Contributed to creating and improving support documentation and processes to enhance team efficiency and customer experience.Regularly reported to senior management on team performance and service delivery to evaluate and improve operations.Actively participated in feature request discussions with clients, ensuring their needs were integrated into product roadmaps.Maintained a customer-centric approach, believing that client satisfaction and appreciation are the highest rewards for a job well done.Handled clients globally, ensuring tailored solutions and empathetic support for diverse customer needs.

Bengaluru Area, India

Company ProfileThe world’s leading provider of enterprise software solutions for education institutions. The products and services are used by thousands of educational institutions worldwide for all administration, management and learning related activities.Key Responsibilities:Handled customer tickets via email and Freshdesk, and managed client calls through the Exotel platform, ensuring timely resolutions.Delivered exceptional customer service with a client-centric and empathetic approach, building trust and long-term relationships.Assigned high-profile and complex clients by the team leader due to service quality and problem-solving capabilities.Collaborated effectively with cross-functional teams and departments to ensure smooth service delivery and client satisfaction.Communicated product updates, provided guidance on product usage, and troubleshoot customer issues.Assisted in raising and tracking bugs in JIRA for development team action.Managed mobile app generation projects for clients, ensuring successful delivery and client adoption.Contributed to preparing support articles and participated in feature request discussions to enhance product offerings.Regularly reported to higher management to assess implementation performance and identify areas for improvement.Remained calm under pressure and maintained a focus on client satisfaction, ensuring a high standard of service.Worked with clients from various regions, adapting to diverse customer needs and technical challenges.

Company Profile Professional Consultancy firm with proven expertise in IT & Finance. Company’s portfolio of services encompasses Software Development, Finance & Accounts Outsourcing and Staff Augmentation.Key Responsibilities:Implementation & StrategyDeveloped and executed implementation strategies to improve product delivery and client outcomes.Conducted on-site client visits, overseeing project execution and coordinating directly with clients to ensure seamless implementations.Assessed client implementation progress, provided actionable recommendations, and implemented operational improvements.Participated in top-level management discussions to drive service delivery improvements and align operations with strategic goals.Client Relationship ManagementProvided expert support for customer inquiries, resolving complex issues and optimizing product usage through case analysis.Ensured timely communication with clients, reporting performance and insights to senior management.Improved customer service processes, policies, and standards to align with company objectives and enhance client satisfaction.Team Leadership & DevelopmentLed, mentored, and trained the implementation team, ensuring high-quality stakeholder training and product familiarization.Conducted regular team performance reviews, appraisals, and first-round interviews to build and maintain a high-performing team.Coordinated across departments, including customer service and technical support, to ensure smooth project delivery.

Master Of Commerce, Finance, General

Activities and Societies: Sports Club, NCC, Entrepreneurship Club, Career Guidance Cell, Bhoomithra Sena Club. Bachelor of Commerce.

Bachelor Of Commerce (Bcom), Finance, General, B+

Activities and Societies: >NCC & NSS volunteer >Sports Club Secretary >Club Leader of Bhoomithra Sena Club Govt. College Mananthavady.

Education record