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Abdul Quadir Ashraf
Associate, Real Time Management
Kuala Lumpur
Summary
★ Abdul is a salt and pepper combination of a seasoned
professional with 6+ years of experience.
★ Abdul is an experienced Management Analyst skilled in real time,
reporting, and research. Top-notch administrator with
financially-savvy and organized approach. Familiar with helping
business leaders understand all facets of operations & workforce
management.
★ Abdul is also a proven leader in Team building and Training.
Pioneering in progressive learning, development and training to
achieve team goals
★ Abdul has been awarded multiple times for his exemplary
contribution to the professional world for being a hardworking and
energetic individual with excellent communication and supervisory
skills.
Overview
6
6
years of professional experience
7
7
years of post-secondary education
5
5
Languages
Work History
Subject Matter Expert (SME)
Nike – Payroll, Concentrix CVG Malaysia Sdn. Bhd.
10.2021 - 09.2023
- Subject Matter Expert (SME) with Nike for South East Asia and India Region.
- Managing Level 2 escalations and Hindi Language Support for Nike Corporate Queue.
- Extend guidance and operations support to Level 1 Customer Service Representatives (CSRs) handling Nike Corporate and Commerce queue.
- Providing tools and in-depth process training to new hires supporting Nike Corp.
- Engage client, distributors and dealers as appropriate to provide resolution/final positioning to complaint/legal grievance raised across Nike South East Asia and India.
- Report on areas of opportunity identified in scripts, call flow or system opportunities and work with Coach to drive team performance.
- Develop plans to take advantage of new and existing areas of opportunity for CSR’s.
Consumer Service Athlete
Nike – Payroll, Concentrix CVG Malaysia Sdn. Bhd.
09.2020 - 09.2021
- Handling Nike Corporate queue and Hindi language support to consumers.
- Managing claims and queries associated with Nike products and equipment.
- Claim Inspection and decision making for warranty claims by Nike corporate consumers.
- Diagnose issues with Nike platform, Apps and redirecting consumers to appropriate queue.
Client Service Associate
Facebook – Payroll, Concentrix CVG Malaysia Sdn. Bhd.
08.2019 - 08.2020
- Managing Facebook Business Products, App and CRM for Hindi and Global Clients.
- Diagnose technical & product issues in the Facebook API, AD delivery System & AI.
- Manage escalations widespread issues and bugs associated with Facebook Platform.
- Diagnose issues with other Facebook family of App viz. Instagram, WhatsApp and Audience Network.
Technical Support Engineer
DELL India – Payroll, Concentrix India Pvt. Ltd
04.2018 - 07.2019
- Managing large enterprise and corporate accounts of DELL India.
- Provide technical support to technicians associated with premium accounts of DELL India
- Review and create on-site service and replacement of Systems/Parts
- Fraud analysis, bulk order review and Client-Customer relationship management
Customer Happiness Executive
uCertify.com – Online Technical Certification Courses
02.2017 - 02.2018
- Organized meetings with business decision makers and Department Chairs.
- Gave product and platform demonstration to customers.
- Managed business deals and adaptations.
- Provided Technical Insight and support on various Information Technology concerns.
International Travel Expert
MakeMyTrip.com
11.2013 - 07.2014
- Managed International Customer Relationship Management System
- Designed custom and itinerary based tour packages for International Clients
- Managed bookings, transfers and accommodation.
- Managed third party service providers and peers.
Associate Real Time Management
Concentrix CVG Malaysia Sdn. Bhd.
10.2023 - Current
- Maintained service level agreements by closely
monitoring performance metrics and adjusting
staffing levels as necessary. - Supported continuous improvement initiatives,
conducting root-cause analysis for recurring
issues and recommending solutions. - Established strong relationships with business
partners, facilitating open communication
channels for proactive problem solving. - Maximized agent adherence to schedule by
implementing real-time adjustments based on
call volume fluctuations. - Reduced average handle time through strategic
scheduling and effective utilization of resources. - Identified areas of inefficiency, streamlining
processes to increase productivity and reduce
costs. - Optimized workforce distribution by analyzing
historical data and trends in real time.
Education
Bachelor of Technology -
DIT University
Dehradun 01.2014 - 01.2017
Diploma in Technology -
Anna University
Chennai 01.2010 - 01.2013
Indian Certificate of Secondary Education (ICSE) -
Boys' High School & College
Allahabad 01.2006 - 01.2007
Skills
★ Verbal and written communication
★ Staff training/development
★ Coaching and mentoring
★ Effective leadership skills
★ Deadline-oriented
★ Efficient multi-tasker
★ Improvement initiatives
★ Subject matter expertise
★ Assessments expertise
★ Training development aptitude
★ Legal writing
★ Commercial law
★ Legal compliance
★ Corporate law
Software
Amadeus Saber HP Tool DOTW Connect
Xilinx Proteus MultiSim IEEE Xplore
Adobe Photoshop CS6 Adobe Creative Cloud Adobe Premiere Elements
Additional Information
- Highest Qualification: Graduate
- Marital Status: Married
- Date of Birth: 11-November-1990
- Place of Birth: Allahabad, Uttar Pradesh, India.
Timeline
Associate Real Time Management
Concentrix CVG Malaysia Sdn. Bhd.
10.2023 - Current
Subject Matter Expert (SME)
Nike – Payroll, Concentrix CVG Malaysia Sdn. Bhd.
10.2021 - 09.2023
Consumer Service Athlete
Nike – Payroll, Concentrix CVG Malaysia Sdn. Bhd.
09.2020 - 09.2021
Client Service Associate
Facebook – Payroll, Concentrix CVG Malaysia Sdn. Bhd.
08.2019 - 08.2020
Technical Support Engineer
DELL India – Payroll, Concentrix India Pvt. Ltd
04.2018 - 07.2019
Customer Happiness Executive
uCertify.com – Online Technical Certification Courses
02.2017 - 02.2018
Bachelor of Technology -
DIT University
01.2014 - 01.2017
International Travel Expert
MakeMyTrip.com
11.2013 - 07.2014
Diploma in Technology -
Anna University
01.2010 - 01.2013
Indian Certificate of Secondary Education (ICSE) -
Boys' High School & College
01.2006 - 01.2007