Sheikh Junaid

Operations Associate

Bengaluru, Karnataka, India7 yrs 4 mos experience

Most Likely To SwitchHighly Stable

Key Highlights

Over 95% SLA compliance and customer satisfaction.
Led and mentored over 15 Support Engineers.
Recognized multiple times as a Top Performer.

Stackforce AI infers this person is a SaaS technical support expert with strong leadership and customer service skills.

Contact

Skills

Core Skills

Escalations ManagementTechnical SupportCustomer Support

Other Skills

Microsoft ExchangeCommunicationSLA and KPI monitoringClient relationship managementTeam LeadershipWorkflow optimizationCustomer SatisfactionCustomer Service RepresentativesMicrosoft Dynamics 365ServiceNowCSTTimelineStarbugICM EUS Portal

About

Operations Lead and aspiring Subject Matter Expert (SME) with 4+ years of experience in the Microsoft Windows and Office ecosystem, specializing in escalations, workflow optimization, and technical guidance. Known for supporting cross-functional teams, coaching new associates, and resolving complex issues while consistently driving customer satisfaction and operational efficiency.

Experience

Concentrix

2 roles

Operations Lead

Promoted

Jul 2024 – Present · 1 yr 9 mos · Bengaluru, Karnataka, India · On-site

Provided end-to-end advanced technical support for Microsoft enterprise customers across Microsoft 365, Exchange Online, Outlook, Windows OS (7–11), Office Suite (2010–2019 & Mac).
Acted as L2/L3 escalation point, resolving complex and high-impact issues involving mail flow, account access, profile corruption, installation failures, licensing, and performance issues.
Collaborated closely with Microsoft Engineering, Product Groups, and Technical Advisors to investigate root causes, implement permanent fixes, and reduce repeat incidents.
Ensured consistent 95%+ SLA compliance while maintaining CSAT above 95%, even during high-volume and high-severity case inflow.
Led and mentored 15+ Support Engineers, conducting daily case reviews, technical walkthroughs, shadowing sessions, and knowledge-sharing discussions.
Played a key role in operations management, including queue monitoring, workload balancing, escalation tracking, and adherence management.
Identified recurring customer issues and contributed to process improvements, reducing escalation rates and improving service stability.
Created, updated, and maintained knowledge base articles and internal documentation, improving first-contact resolution and reducing repeat cases by 20%.
Utilized enterprise support tools such as Microsoft Dynamics 365, ServiceNow, CST, Timeline, Starbug, and ICM EUS Portal to manage incidents, diagnostics, billing, and escalations.
Supported incident management and outage handling, ensuring timely communication, customer updates, and stakeholder alignment.
Worked as a Subject Matter Expert (SME) for Microsoft 365 and Windows-related issues, supporting peers and leadership during critical escalations.
Recognized multiple times as a Top Performer for consistent delivery, technical expertise, leadership contribution, and zero absenteeism

Microsoft ExchangeCustomer SupportCommunicationSLA and KPI monitoringClient relationship managementTeam Leadership+2

Senior Technical Support Specialist

May 2022 – Jun 2024 · 2 yrs 1 mo · Bengaluru, Karnataka, India · On-site

Provided Technical support and resolution to operator request concerning system , software network issue
Escalated help desk tickets to Level2/Tier 2 support when outside the scope of L1/T1 technician support
Leverage your extensive customer support experience to provide feedback (Voice of the Customer) to internal AWS teams on how to improve our services
Apply advanced troubleshooting techniques to provide unique solutions to our customers' individual needs.
Drive projects that improve support-related processes and our customers’ technical support experience
Clarifying and understanding customer requirements, ensuring that the problems faced by the client is resolved and the business client relationship is maintained.
Worked under the Escalation Team.
Configuring MS outlook and troubleshooting the Issues
Ensuring that the work is completed within the deadline and client is satisfied with the services
Hands on experience on CRM and Microsoft Dynamic tool.
Responsible for proactive action to act on incident management
Building rapport with customers while working on their systems.
Installing applications and troubleshoot the same
Resolving the Issues by taking Remote

CommunicationTechnical SupportCustomer Support

Career break

Health and well-being

Oct 2021 – Apr 2022 · 6 mos · Bangalore Urban, Karnataka

Took a planned career break to focus on physical and mental health, ensuring long-term well-being and productivity.
Followed medical guidance and personal wellness routines to restore energy, balance, and focus.
Used the time to reflect on career goals and plan a clear, motivated return to the workforce.
Developed healthy habits such as stress management, time management, and self-discipline.
Maintained a positive and proactive mindset, preparing for a strong and consistent professional comeback.
Ready to re-enter the workforce with renewed focus, resilience, and commitment

Selexit

Customer Support Representative

Mar 2018 – Sep 2021 · 3 yrs 6 mos · Bengaluru, Karnataka, India · On-site

Delivered high-quality customer support via phone, email, and chat, adhering strictly to Amazon’s communication, quality, and compliance standards.
Handled a wide range of customer concerns including orders, deliveries, payments, refunds, replacements, returns, and account-related issues.
Ensured first-contact resolution (FCR) wherever possible by taking full ownership of customer issues and following them through closure.
Navigated multiple internal systems such as CTS, ACE, Confluence, and M Tools* to research issues, document cases, and provide accurate resolutions.
Processed refunds, concessions, replacements, and order corrections in line with Amazon SOPs and approval guidelines.
Managed escalated customer interactions with empathy, professionalism, and clear communication, ensuring customer trust and satisfaction.
Maintained strong performance across key KPIs including CSAT, AHT, QA scores, productivity, schedule adherence, and compliance.
Ensured 100% adherence to data privacy, security, and authentication protocols, safeguarding customer information.
Provided detailed case notes and insights to help internal teams identify gaps and improve customer support processes.
Demonstrated a customer-first mindset, consistently balancing policy compliance with positive customer experience.

Customer Service RepresentativesCustomer Support