Playing Snooker
Hi, I’m
Enayath Shaikh
Pune
Summary
Immensely resourceful and flexible, befitting to an organisation with the work skills and effective knowledge carrying together and also spreading. Essentially working towards the given goal and meet the sophisticated expectations, extensively gaining the knowledge, I become fond of profiting myself here and will continue to exhaust my skills and work ethics to be still and fit.
Seeking an opportunity to prove my skills and knowledge and to become an exemplar asset to your organisation by applying my methods and experience that not only benefits the organisation, but also expands my knowledge under your leadership.
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
5
years of professional experience
Work History
Cybage Software Private LimitedPune, Maharashtra
Technical Support Engineer - Strongline
11.2023 - 04.2024
Job overview
- Provided remote assistance to clients, ensuring timely resolution of software and hardware concerns.
- Prevented potential system disruptions by conducting regular maintenance checks on client equipment and software installations.
- Developed comprehensive troubleshooting guides for internal use, improving team knowledge and performance.
- Managed multiple concurrent support cases with precision and focus, resulting in a high rate of case closure within target timelines.
- Conducted root cause analysis of technical issues, implementing preventive measures for future occurrences.
- Partnered with engineering teams/site teams/product analyst teams to communicate customer feedback on product features and usability, driving continuous improvement initiatives.
- Assisted in the development of new support tools, streamlining issue resolution processes across the organization.
- Enhanced customer satisfaction by resolving complex technical issues promptly and effectively.
- Proactively identified opportunities for process improvements, enhancing overall support quality and client satisfaction.
- Streamlined support processes for increased efficiency and reduced response times.
- Ensured proper functioning of telemetry units through regular maintenance checks, reducing downtime and potential errors.
- Continuously monitored systems both Consoles and Security gateways to ensure the alert system is working.
- Created cases and ensured the handing over of cases with clear and comprehensive information.
- Handled maintenance cases and monitored such as Downtime, Server testing, Power testing.
- Followed up with clients about open cases to understand and analyze for resolution of the case.
- Updated DSR and Tracker Excel sheets of Cases for swift handover.
- Tools used Saleforce, Excel, Google Sheets, Word, Strongline Consoles, Slack, PagerDuty, Jira, Confluence, Gmail, Outlook.
Cybage Software Private LimitedPune, Maharashtra
Global Quality Control Coordinator - INgrooves
01.2022 - 10.2023
Job overview
- Established strong relationships with client, facilitating collaboration on quality-related matters and promoting adherence to specifications.
- Collaborated with cross-functional teams like Label Mangers and Clients to resolve product issues, resulting in fewer returns and complaints.
- Implemented robust quality control measures to minimize errors and improve the reliability of analytical outputs based on the Style Guide of QC of Products.
- Utilized data visualization tools to effectively communicate business insights, used Audacity and FL Studio.
- Participated in requirements meetings to understand business needs.
- Increased customer satisfaction with thorough quality assurance, addressing and resolving issues promptly.
- Reduced customer support inquiries by creating comprehensive product documentation and user guides.
- Improved product reliability by executing rigorous test plans and ensuring product met established requirements.
- Responsible for managing the importation, coordination, and archiving of global digital assets and metadata using DAM tools : CMS
- Used client's style guide expertise, customer service skills and analytical nature to resolve label manager(Customer) concerns.
- Defined clear targets and objectives and communicated to other team members.
- Worked closely with Customers like Label Managers, Clients, Customer POC to ensure products are ready for distribution according to marketing campaign schedules.
- Managed album release timelines, ensuring timely delivery of products to market.
- Developed and present strategic and tactical solutions, process & plans in close partnership with stakeholders and partners to establish creative solutions to business problems and contribute to strategic resolution.
- Quality Control of Bulk Product Migrations like Images, Audio and Metadata.
- QC products Images and audio and edit audio products, including HRA and Stereo to conform to the guidelines of Apple/iTunes.
- Tools used Excel, Word, Outlook, Google Sheets, CMS, Slack, Jira.
Aqua RisePune, Maharashtra
Customer Service Manager
09.2020 - 12.2021
Job overview
- Developed strong relationships with key clients, ensuring their needs were met consistently and promptly.
- Championed technology adoption among team members, integrating tools that aided in delivering faster results for customers without sacrificing quality.
- Conducted regular performance evaluations for team members, identifying areas for improvement and creating targeted action plans.
- Improved response times for customer inquiries with efficient ticketing system management and prioritization techniques.
- Handled 3 teams every day.
- Gained extensive knowledge in data entry, analysis and reporting.
- Solved Clients Queries and Following up for future work.
- Followed up with client for work progress and work review.
- Created at least 10+ Invoices per day (Taxable & Non Taxable).
- Responded 25 - 35 Emails per day for Client Queries, Quotations update, Work schedule adherence.
- Created Quotations and updating with clients.
- Skilled at working independently and collaboratively in a team environment.
- Applied effective time management techniques to meet tight deadlines.
- Worked flexible hours across night, weekend, and holiday shifts.
- Proven ability to develop and implement creative solutions to complex problems.
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
- Learned and adapted quickly to new technology and software applications.
- Strengthened communication skills through regular interactions with others.
- Delivered services to customer locations within specific timeframes.
- Resolved problems, improved operations and provided exceptional service.
- Maintained organized records of executed contracts for ease of reference in future negotiations or audits.
- Made 60+ calls per day to multiple clients for payment follow ups and future work discussions, schedule for work, quotation approvals, negotiating rates/prices and finalizing work.
- Management of Bill Books & Monthly Tax Payments of both client and vendors (Purchase & Sale).
- Reviewing Daily work report with team On-Site and updating with client for an immediate review for work satisfaction.
- Follow up with team On-Site for work update.
- Visiting On-Site for queries solvency.
- Following up with Equipment Vendors for equipment safety & management.
- Making sure On-Site safety, ensuring team safety with PPE Kits.
- Training teams for Safety and Welfare under the OHS & Wellbeing.
- Achieved 5/5 Stars in BSC Audit held at client’s audit centre.
Credence Resource ManagementPune, Maharashtra
Customer Service Executive
04.2019 - 08.2020
Job overview
- Maintained comprehensive knowledge of state and federal debt collection laws, protecting the company from potential legal issues.
- Conducted thorough research and investigations into debtor backgrounds, identifying assets and potential leverage points for negotiations.
- Exceeded performance targets for successful debt recoveries, contributing to company''s overall financial stability.
- Improved debt recovery rates by implementing effective negotiation strategies and maintaining professionalism in challenging situations.
- Achieved successful settlements by skillfully negotiating terms agreeable to both parties involved in disputes.
- Developed rapport with debtors by demonstrating understanding of their situations while clearly outlining available solutions for resolving debts owed.
- Enhanced client relationships by providing regular updates on account status and diligently adhering to communication guidelines.
- Maintained detailed records of all collection activities, ensuring accuracy and timely reporting to management and clients.
- Educated debtors about repayment options, enabling them to make informed decisions while preserving positive business relationships.
- Provided excellent customer service during difficult conversations, empathizing with debtors while remaining firm on repayment expectations.
- Implemented customized payment plans based on debtor''s financial situation, increasing likelihood of full repayments over time.
- Resolved complex cases involving bankruptcy filings or disputed claims by working closely with internal departments and external agencies as needed.
- Reduced delinquency rates with consistent follow-up calls and persuasive communication techniques.
- Acted as a liaison between clients and the legal department, ensuring proper communication and timely resolution of escalated accounts.
- Streamlined collection processes, optimizing efficiency through automation and prioritization of high-risk accounts.
- Achieved performance goals on consistent basis.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Used scripted conversation prompts to convey current account information and obtain payments.
- Maintained high volume of calls and met demands of busy and productive group.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Verified compliance with relevant laws, regulations and best practices related to customer account management.
- Documented customer payment interactions and account statuses for future reference.
- Collected on delinquent accounts to reduce overdue balances.
- Regularly monitored accounts to identify overdue balances and potential areas of risk.
- Identified and contacted customers with overdue accounts to address payment status.
- Developed strong relationships with customers to foster timely payments and account resolution.
- Handling payments in accordance with 'Electronic Funds Transfer (EFT)' requirements both card & check payments.
- Maintaining up to date payments of customers by reminding customers upon their requests for transactions to go through without decline.
- Maintaining up to date knowledge of the process and sharing it with new hires.
- Assisting other team members in achieving their deliverables.
- Tools used : Artiva
Education
Amity UniversityDelhi
Bachelors of Computer Applications from Cloud Security
04.2001
A.U.B.H.S & Secondary CollegePune
Associate of Arts
04.2001
Seventh Day Adventist English Medium High SchoolHubli
No Degree
04.2001
Skills
Critical Thinking
Teamwork and Collaboration
System Troubleshooting
Technical Documentation
Issue Research
Problem-Solving
Customer Support
Remote Support
Call Documentation
Ticket management
Salesforce Lightning
Decision-Making
Analytical Skills
Telemetry Interpretation
HIPAA Compliance
Excellent Communication
Active Listening
Accomplishments
- Used Microsoft Excel to develop case tracking spreadsheets.
- Created a thorough and detailed Daily Service Reports.
- Collaborated with team of 8 in the development of safety and wellbeing for the organization and PPE inspection.
- Achieved better customer satisfaction by introducing a new format for customer communications via emails for downtime tasks.
- Achieved good customer review by completing resolving the same customers past and present cases with accuracy and efficiency.
Interests
Music Making
Reading Books
Timeline
Technical Support Engineer - Strongline
Cybage Software Private Limited
11.2023 - 04.2024
Global Quality Control Coordinator - INgrooves
Cybage Software Private Limited
01.2022 - 10.2023
Customer Service Manager
Aqua Rise
09.2020 - 12.2021
Customer Service Executive
Credence Resource Management
04.2019 - 08.2020
Amity University
Bachelors of Computer Applications from Cloud Security
04.2001
A.U.B.H.S & Secondary College
Associate of Arts
04.2001
Seventh Day Adventist English Medium High School
No Degree
04.2001