Shams Naveeth Email & Phone Number

Chennai, Tamil Nadu, India

-- Collaborate with various internal teams to ensure the timely delivery of products and services to customers. -- Coordinate and manage more than 10 clients simultaneously, ensuring that service delivery timelines are met and customer satisfaction is maintained. -- Identify, evaluate, and manage service delivery risks, and develop strategies to mitigate them. -- Monitor and report on service delivery metrics to track performance against Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) with 19% increased ticket closure within SLA and 20% improvement in first-level resolution rates.-- Ensure that customer inquiries and issues are resolved in a timely and effective manner, and that customer expectations are met or exceeded. -- Maintain accurate records of service delivery activities and ensure that all customer data is stored securely and confidentially. -- Identify areas for improvement in service delivery processes and procedures and work with internal teams to implement necessary changes. -- Provide regular updates and reports to senior management on service delivery performance and issues.

Chennai, Tamil Nadu, India

-- The job involves various responsibilities related to ticket management, exam support, and process duties. -- Answering all incoming calls and emails to the helpdesk and logging & triaging customer tickets within the helpdesk system are some of the tasks. -- It is important to monitor and track each ticket to its resolution, analyze customer data, and respond to clients with updates. -- Providing user training, resolving hardware and software issues, and managing reporting are also essential tasks. -- liaising with product and technical teams, providing inputs, suggestions, and recommendations in productdesign and development. -- Providing remote exam support, appropriate documentation, and conducting and improving onboarding processes are also integral to the job.

Chennai, Tamil Nadu, India

-- Managed the CRM system, resolving 100+ issues, updating with Zoho Deluge scripting, and improving lead conversion by 15% through data analysis.-- Streamlined processes, increasing team productivity by 20% and implementing changes that enhanced operational efficiency.-- Trained 15+ employees, handled P1/P2 escalations with 90% success, and boosted prospect-to-client conversion by 25%.-- Resolved 95% of customer escalations, gathered feedback for product improvements, and strengthened customer retention.

Chennai, Tamil Nadu, India

-- Incident Management – determining the incident types, priority and assigning to the respective resolver group accordingly. -- Being part of various technical training's for up-skilling and support the team to resolve technical issues. -- Creating new applications for the clients for the card machine. -- Aligned office departments and increased inter-department communication and data sharing. -- Analyzed both system and document issues to identify troubleshooting methods needed for quick remediation. -- Installation and Troubleshooting of card machine both wired and wireless. -- Preparing the SOP for the team and completing PCI compliance for the clients. -- Maintaining the GDPR policy and collect the required information and documents from the clients.

Chennai, Tamil Nadu, India

Project: ATLANTICUS – ATL (US based Banking Process)-- Worked on different escalation scenario like lost or stolen and fraudulent accounts.-- Worked on Citrix where entire customer Data base can be verified.-- Worked on Live chats and Email Queue.-- Providing assistance to the client in case of declined transactions.-- Maintaining the client’s sensitive information.-- Assessing the client situation and escalating it for waivers for the charges.-- Raising JIRA tickets to the clients in case of account closure

Bachelor'S Degree, Electronics And Instrumentation Engineering

12Th, Bio/Maths