1. MOHAMMED MIRZA MALIKULLAH BAIG
HOUSE NO: 20­5­358/1
SHAKKAR GUNJ, SHAH ALI BANDA
HYDERABAD – 500 065
TELANGANA, INDIA.
E­MAIL: MIRZAMALIK28@GMAIL.COM
PHONE NO: 8096504840
OBJECTIVE
To be part of an organization where my knowledge and skill will be utilized, so that I would be able to contribute to my
team in achieving the organizational goals and also where I would be able to learn continuously enriching my
knowledge base in addition to mutual growth.
EDUCATIONAL PROFILE
DEGREE UNIVERSITY
Graduation (Bachelor of Commerce) Avanthi Degree College (Osmania University)
Intermediate Gowtham Junior College (Board of Intermediate)
S.S.C Crown International (Board of Secondary Education)
PROFESSIONAL EXPERIENCE SUMMARY
ORGANIZATION DESIGNATION DURATION
HSBC Global Resourcing Customer Service Executive Nov/2008 – July/2011
HSBC Electronic Data Processing (India) Private Limited (HDPI)
Customer Support Executive
Company Profile: The HSBC Group is one of the world's largest banking and financial services institutions which
has an international network of about 10,000 offices located in 82 countries.
Responsibilities:
 Providing the technical support to the online users, who are unable to access their accounts.
 Educating the customers regarding their charges billed on the accounts.
 Providing best customer service & ensuring it positively impacts the CSAT.
 Helping customers transfer their funds within the country and internationally.
 Making payments, setting up standing instructions, amending and deleting the payments.
 Resolving queries regarding Savings Accounts, Current Accounts and Term Deposit Accounts.
 Create leads and up sell credit cards & helping clients open Term Deposit accounts.
ACHIEVEMENTS
 Won several accolades for the best performer in Quality, Service Orientation & customer satisfaction scores.

2.
 I was appointed as an internal auditor to examine the key responsibilities and to control the employees’ actions
under organization compliance policy.
 I have mentored new joinees who came on board and ensured they come up the learning curve. This also
involved sharing feedback/observations with the leads & managers on their day to day performance.
 I have assisted my manager in his duties and also deputized in his absence. This involved working on
escalations, responding to client requests & managing team members.
CURRENT PROFESSIONAL EXPERIENCE
ORGANIZATION DESIGNATION DURATION
AUTOMATIC DATA
PROCESSING, Inc.
Senior Customer Service Analyst Aug/2011 to Oct/2015
Company Profile: We are comprehensive global provider of cloud­based Human Capital Management (HCM)
solutions that unite HR, payroll, talent, time, tax and benefits administration, and a leader in business outsourcing
services, analytics and compliance expertise. Our unmatched experience, deep insights, and cutting­edge technology
have transformed human resources from a back­office administrative function to a strategic business advantage.
Responsibilities:
 Employee ticket Review on a daily basis ­ With clear categorization of queries received and status of the
issues.
 Drive resolution of tickets on a daily basis, TAT – 90% resolution within 3 days. Escalate tickets ageing more
than 3 days to managers.
 Contribute towards FCR: 85%.
 Daily / weekly reporting of ticket status.
 Identifying top 3 issues of the client on weekly basis and contribute to at least 25% reduction of these issues or
as agreed with the client.
 Act as SPOC for other teams & Service Delivery Managers.
 Attending client calls and contribute accordingly as required.
 Proactively identifying issues that affect client / employee experience for resolution.
 Preparing RCA and implementing the same.
 Daily / Weekly huddles with the group handling the respective client/ Country with updates.
 Acting as a referral point for all associate queries.
 Support with call handling on a need basis especially during pay dates.
 Identify the knowledge gap/ TNA for the team and publish the same in the report.
 Publishing version controlled FAQ every month with key issues captured and highlighted.
 Report escalations / PDMS and work closely with the quality & training teams.
 Facilitate process training sessions.

3.
 Prepare SOP for the processes.
 Perform in­depth analysis on clients missing FCR/TAT and prepare an action plan for the further improvement.
 Performing in­depth analysis on reasons for low client survey scores. Scrutinize every dissatisfied instance by
working closely with Leads & QA and work with associates to help them improve, which will positively
impact survey scores.
ACHIEVEMENTS
 I have been designated to deliver New Employee Orientation session to client employees at client location for
clients like Microsoft India.
 I was selected to be a part of the help desk at client locations to understand and resolve client queries swiftly.
 Being part of client implementations and collaborating with different teams for smooth and successful go­live.
 Has been a backup for the immediate manager. This involved attending any client calls for presentations,
working on escalations and RCA preparation & people management.
TECHNICAL SKILLS
Software Applications ADCA (Advance Diploma in Computer Applications)
Accounting Packages Tally 7.2 and Focus
SAP Payroll (Human Resources)
PERSONAL DETAILS
Name : MOHAMMED MIRZA MALIKULLAH BAIG
Father’s Name : MIRZA SAMI BAIG
Nationality : Indian
Date of Birth : 28th
Feb, 1987
Languages Known : English, Hindi and Telugu
(Malik Baig)