Ehtisham Ahmad is seeking a job that allows him to use his education and skills. He has over 10 years of experience in customer service roles, handling escalations and complaints for companies like Videocon D2H, Aegis Limited, and Mphasis. He has strong written and verbal communication skills and experience managing customer care teams and centers. He holds a BSC degree from Awadh University and is proficient in Hindi and English.

1. Ehtisham Ahmad
Contact- 9871400017
E Mail- ehti_syrish@yahoo.co.in
Address- B-7 , Abul Fazal Enclave, Jamia Nagar, New Delhi- 110025
OBJECTIVE :-
To obtain a job within my chosen field that will challenge me and allow me to use my
education, skills and past experiences in a way that is mutually beneficial to both myself
and my employer and allow for future growth and advancement.
KEY SKILLS:-
Customer Service Delivery & Escalation Management Written communication Complaint Cell Management
Operation Management Cost Benefit Analysis and Business Strategic
Team Handling Vendor/ Partner site Management
Social media Complaint Management
EXPERINCE SUMMARY AT A GLANCE:-
Experience Summary
Videocon D2h- Executive
Customer Care
 Handling the team of customer care e mail management and looking after the Quality
aspects of 9 calls centre’s situated across country.
 Handling the day to day session of all call centre’s as a client to ensure process adherence
with zero lapses.
 Visiting centre’s frequently for Quality & Escalation reviews also penalizing them basis on
the defined parameters.
 Indentifyingthe GAP areasandsharingthe new ideaswith management for process/system
improvement.
 Preparingandpresentingall reviewanalysistothe managementalsoactively participating in
all centre reviews.
 Handingthe all legal andsocial mediacomplaintsadequatelyandresponding to the relevant
authorities with complete ownership.
 FocusingonRevenueGeneration(Up- Selling/IVR)throughall inbound centres and analyzing
the day to day performance for enhancement.
 Significantlypromotedinlastappraisal fromOfficertoExecutive.
 CrossauditingrandomcommunicationalsoreviewingQualityanalysistoindentifythe actual
processGAPs.
Videocon d2h Limited- Sr. Executive from Jan 2011 till date
Aegis Limited – Sr. Associate from July 2008 till August
2010 (Airtel process)
Mphasis – Associate from Feb 2007 till July 2008
(Airtel Process)
Live Wire- Associate from June2006 till
Jan 2007 (Tata AIG process)

2.  Re-presentingBusinesschangesrequirement tothe managementintermsof Software,
accessesandaccessibilitiesandworkingtowardsfinalimplementation.
 Trainingtoall newresourcesintermsof writingskillsandprocessadherence.
AEGIS LIMITED
Sr. Associate (Airtel process – centralized team of National Escalation desk)
 Handled escalations directly received from Top Management (CMD Office, JMD Office,
Corporate Office, etc.).
 Sensitized the desk and worked as mentor for all new/existing team members.
 Quality Auditing and performance review dashboards
 Prepared and released team performance reports of closure %, Escalation %
etc on daily/Weekly /Monthly basis.
 Contacted Top level management personally via call, mail or SMS depends on
the severity of the cases.
MPHASIS
Associate (Airtel Platinum care process)
 Handled Corporate, VIP and Premier Customers
 Service level adherence & Turn Around Time management
 Ensure customer satisfaction through prompt handling of customer queries and
resolution of customer’s complaints.
ACADEMICS
 BSC from Awadh University in Year 2005.
PERSONAL DETAILS
 Father's Name: Late Gayasuddin Siddiqui
 Marital status: Single
 Date of Birth: July 04, 1983
 Language Proficiency : Hindi & English (Spoken and Written)
 Expected Salary- Negotiable
Ehtisham Ahmad