Amiliya Syed
Dubai
Summary
Experienced Customer Success Manager with over 12 years of rich experience in leading service desk teams to ensure efficient IT support operations. Utilizes effective communication and problem-solving skills to address user issues promptly. Track record of enhancing team performance and maintaining high levels of user satisfaction.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Service Desk Lead- DIEZ
Dell - Vapor VM
07.2023 - Current
- Serve as the primary contact for IT support, Ticket Creation, Response /Resolve user-reported issues, Incidents, and Service requests.
- Provide Email, Chat support via teams and support on calls to the DIEZ users on IT H/w, software and process related issues.
- Ensuring timely response to all issues, including updates on status and adhere to service-level agreements
- Document and prioritize support requests, ensuring accurate and efficient case management.
- Use Service now (SANED) tool for the ticket monitoring, handling and reporting on incidents, problems and Changes
- Monitor and triage IT support queues including tickets, email, and chat via MS Teams.
- Conduct remote support sessions to help resolve basic level configuration issues.
- Dispatch of the Field engineers to the user emergency issues / VIP calls.
- Document procedures and develop end-user instructions, and maintain an IT FAQ and knowledge base Reporting on the SLA and KPI on a Weekly and Monthly basis to the Management and HOD's
- Participate in rotating on-call for after-hours/weekend support whenever required by the Management.
- Maintained up-to-date knowledge of industry trends and best practices, applying this expertise to optimize service desk performance.
- Document support cases and resolutions in the company's CRM system, maintaining accurate and up-to-date records.
- Conduct User training sessions on the new features of the SANED tools and updates as and when required.
- Escalate more complex issues to appropriate IT teams or Vendors and follow up on the resolution.
Sr. Lead- Service desk
IBM India- for Etihad Airways Abu Dhabi
12.2018 - 05.2023
- Focal and Escalation contact for contact support for Etihad Customer Service Team
- Consistently achieve First Contact Resolution performance metrics and KPI's
- Answer all calls offered to Service Desk queues and responsible for managing the ticket queues
- Work with Technical teams to identify opportunities for continuous delivery
- Promptly notify Critical Incident Management of high priority issues after collecting required information for escalation
- Adherence to schedules and report to Shift leads in case of any misses
- Identify process efficiencies within the Service Centre and to take corrective action to implement change
- Respond to customer requests, in relation to software, hardware and network operations difficulties by providing fast, efficient, and friendly customer service
- Increase knowledge base by passing new issue resolution information to Service Desk Knowledge Administrator through the established Missing Knowledge process
- Maintain a high level of Quality Customer Service
- Intimate the Manager whenever there is an upward trend in calls
Sr. Customer Service Officer
IBM India Pvt Limited (Qantas Airways)
12.2012 - 11.2018
- Provide clients with problem reference numbers and request numbers via Ticketing tools
- Understanding Clients SLA requirements, KPI's and Deliverables
- Understand the various media sources that interface with the Service Desk
- Ensure cross-functional issue resolution and escalations are enabled appropriately
- Promptly notify Critical Incident Management of high priority issues
- Perform weekly and monthly operations review sessions to uncover trends, address issues, and optimize processes for delivering a project's objectives
- Enhanced customer satisfaction by consistently providing prompt and accurate resolutions to inquiries and concerns.
- Coordinated policies and procedures to target current and future needs of organization.
- Guided team members with clear directions, timelines and feedback.
- Reviewed new technology and vendor needs and provided resolutions.
- Provided exceptional support during high call volume periods, maintaining a calm demeanor and professional attitude throughout each interaction.
Customer Service Officer
Lufthansa Technik India Pvt Limited
12.2007 - 06.2012
- Manage calls within time, and workload to meet predetermined service levels
- Take ownership and responsibility for problems for client Satisfaction Issues
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Enhanced customer satisfaction by efficiently addressing and resolving their inquiries and concerns.
- Maintained a high level of product knowledge to effectively assist customers with accurate information and recommendations.
- Completed data entry to record call notes, suggestions and questions.
- Assisted call-in customers with questions and orders.
Education
Bachelors in Education (B.A) -
AGDC – Lucknow University
06.2002
Skills
- Customer Support and Service
- IT Service Management
- Vendor Management
- Inventory Management
- Incident resolution
- Team leadership
- Service desk management
- Process optimization
- Ticketing Tools ( Service Now, Manage Engine)
- People Management
Accomplishments
- Distinguished Speaker Toastmasters International
- Best performer Etihad SD (twice in 2019 )
- IBM Hall of Fame in 2014 ( Second HOY )
Certification
- ITIL V3- Foundation & Service Operations
- ServiceNow Administration
- PMO Study
- Emotional Intelligence
- DTM (Leadership Communication)
A DAY OF MY LIFE
- Spending time with Leadership team to learn about strategies.
- Self Learning on the usage of AI and its uses in SD and day to say systems
- Taking care of Client Relationship by enhancing the process robustness
- Ally for diversity employees and representing their issues
- Learning about the Client Success stories and its Implementation in daily operations.
Affiliations
- Toastmasters International
Languages
English
Bilingual or Proficient (C2)
Hindi
Bilingual or Proficient (C2)
Urdu
Upper intermediate (B2)
Timeline
Service Desk Lead- DIEZ
Dell - Vapor VM
07.2023 - Current
Sr. Lead- Service desk
IBM India- for Etihad Airways Abu Dhabi
12.2018 - 05.2023
Sr. Customer Service Officer
IBM India Pvt Limited (Qantas Airways)
12.2012 - 11.2018
Customer Service Officer
Lufthansa Technik India Pvt Limited
12.2007 - 06.2012
- ITIL V3- Foundation & Service Operations
- ServiceNow Administration
- PMO Study
- Emotional Intelligence
- DTM (Leadership Communication)
Bachelors in Education (B.A) -
AGDC – Lucknow University
Similar Profiles
James StoreyJames Storey
Solution Architect at DELLSolution Architect at DELL
Omar ChennaouiOmar Chennaoui
Account Executive at DellAccount Executive at Dell
Usman AzharUsman Azhar
Principal Software Engineer at DellPrincipal Software Engineer at Dell