MD ABBAS ALAM

Contact: +91 700 768 4258 | Email: abbas999.md@gmail.com

LinkedIn: https://www.linkedin.com/in/abbas-alam-20a5b325b/

Personal Particulars:

Date of Birth: 30th July 1994 | Nationality: Indian | Gender: Male

Address: Uttar Pradesh, India | Languages: English and Hindi

Passport: B9058689

 

SUMMARY

Dedicated Professional with 14+ years of experience in customer service and team management, specializing in the information services sector. Expert in enhancing service delivery through performance optimization and crisis management, evidenced by leading high-volume government projects like RSBY. Skilled in managing diverse teams and projects, with a proven track record of advancing business operations and staff productivity. Demonstrates a robust capacity for maintaining exceptional service standards across multiple service environments, committed to fostering organizational growth through strategic customer relationship management and process improvements.

CORE COMPETENCIES

·         Team Leadership

·         Customer Service Management

·         Client Relations

·         Staff Training and Development

·         Regulatory Compliance

·         Risk Assessment

·         Stakeholder Engagement

·         Staff Management ·         Project Management

·         Crisis Management

·         Performance Optimization

·         Business Operations

·         Service Quality Assurance

·         Rapid Service Delivery

·         Conflict Resolution

·         Time Management ·         Strategic Planning

·         Problem Resolution

·         Process Improvement

·         Quality Assurance

·         Communication

·         Decision-Making

·         Team Motivation

·         Conflict Resolution

 

TECHNICAL SKILLS

·         Mobile Repair (experience with multiple brands including Lava, Oppo, Gionee, Xiaomi)

·         Hardware Performance Monitoring and Troubleshooting (specifically for mobile devices)

·         Software Diagnostics (for mobile operating systems)

·         Vendor Management Systems (managing relationships with mobile device manufacturers like Xiaomi, Oppo)

·         Customer Relationship Management (CRM) systems (for tracking customer interactions and service history)

 

PROFESSIONAL EXPERIENCE

1. Team Leader | RSBY (Rashtriya Swasthya Bima Yojana), Ghazipur, Uttar Pradesh, India | 2022 – Present
2. Service Centre Manager | Xiaomi Corporation, Azamgarh, Uttar Pradesh, India | 2017 – 2022
3. Service Centre Manager | Gionee Communication Equipment Co. Ltd., Azamgarh, Uttar Pradesh, India | 2017 – 2018
4. Service Centre Manager | Oppo Mobile Telecommunications, Azamgarh, Uttar Pradesh, India | 2016 – 2017
5. Service Centre Manager | Lava International Ltd., Azamgarh, Uttar Pradesh, India | 2014 – 2022
6. Mobile Service Centre Manager |HCL Services, Ghazipur, Uttar Pradesh, India | 2010 – 2013

KEY DELIVERABLES

• Elevate client satisfaction by managing and optimizing customer service operations to surpass service delivery benchmarks
• Enhance operational efficiency by implementing targeted performance optimization strategies, resulting in measurable improvements in response times and service quality
• Resolve crisis scenarios effectively, ensuring stability and continuity of service during periods of high call volume
• Lead and execute government projects, ensuring objectives are met efficiently within established timelines and budgets
• Develop and mentor customer service teams, promoting a culture of continuous improvement and skill enhancement
• Analyse service metrics using advanced CRM and data analytics tools to drive process improvements based on data insights
• Foster stakeholder relationships, maintaining open communication to enhance project outcomes and operational transparency
• Champion regulatory compliance, ensuring all service practices meet industry standards and legal requirements

EDUCATION

• Graduation - Uttar Pradesh Board of High School and Intermediate Education, India in 2017 (Bachelor of Arts)