Nadeem Ashraf Shaikh has over 6 years of experience in customer service, BPO/KPO, ITES, finance, sales and marketing roles. He currently works as a Subject Matter Expert and Acting Team Manager for Sutherland Global Services, providing online chat support for AT&T Uverse customers. Previously, he has supported customers for Register.com, ICP India Career Portal, Lester Infoservices, ICICIDIRECT, and Nityo Infotech. He has received several performance awards for his work. Nadeem holds a BCom degree and is proficient in Microsoft Office applications.

1. NadeemAshraf Shaikh
Synopsis
- Experienced Professional with proven ability to deliver flawless customer support via email and
online chat.
- In depth knowledge of Professional Email Etiquettes focusing on quality and creating customized
content by adhering to the current policies and procedures.
- Expertise in handling all types of customers through the usage of impressive and concise written
communication.
-
Professional details
Currently working for Sutherland Global Services.
Sutherland Global Services started operation in Rochester,New York in 1986 and currently employs over
55,000 professionals in its 45 delivery centers across 14 countries worldwide.
It is located in USA Rochester (Headquarters),Canada,Mexico, Columbia, India, Philippines, United
Kingdom, Egypt, Bulgaria, United Arab Emirates, etc.
Sutherland Global Services has a Quality Standards of ISO 9001:2000, ISO 270001:2005, COPC,Six
Sigma, PCMM Level 5.
Job Profile 1
Process: AT&T Uverse Click to Chat support. (US largest TV,Internet & phone service provider)
AT&T U-verse is an AT&T brand of triple-play telecommunications services in 22 of the United States.
Launched on June 26, 2006, U-verse includes broadband Internet, IP telephone, and IPTV services.
Designation: Subject Matter Expert (SME) and Acting Team Manager (ATM)
Duration: November 2011 till date
Work Profile: Supporting on floor agents with regards to Process knowledge.
Job Description
- Handling a team of 14 associates.
- Providing on floor support to agents and developing the skills.
- Resolving escalation cases,handling supervisor chats to resolve customer’s issue at First Call
Resolution.
- Conducting huddle on day to day basis and providing regular process updates.
- Generating daily metrics report to provide the updated score.
- Conducting coaching sessions with agents on regular basis to improve the area of opportunities.

2. Job Profile 2
Process: AT&T Uverse Click to Chat support.
Designation: Senior Consultant tech support.
Duration: November 2010 till October 2011.
Work Profile: Providing online technical chat support.
Job Description
- Multitasking by handling dual chats at a time.
- Providing product information and educating customer about its features.
- Troubleshooting on chat with regards to TV, Phone & Internet services.
- Handling and resolving billing queries.
- Escalating customers issue with supervisor to provide the quick resolution.
- Generating revenue by upgrading the customer services.
Worked for Lester Infoservices Pvt. Ltd. (Member of NASSCOM)
A business Process Outsourcing (BPO) service provider, specializing in fulfilling the informational, back
office and teleservice needs of clients. Lester was the first company in India to offer Fortune 500
companies web—chat and email based customer interaction services.
Lester, Inc has 3 delivery centers, located in Connecticut (US), Kentucky (US) and Mumbai.
Company website: lesterinc.com
Job Profile 1
Process: Register.com (Domain Registrar & Web service provider)
Register.com is a leading global provider of domain names and Internet web Hosting service
headquartered in New York, with satellite offices in Canada and England. It is the 9th
largest Registrar or
domain registration company in the world.
Designation: Customer support officer (CSO)
Duration: June 2008 – August 2009
Work Profile: Delivering Customer Support (Tech & Sales) via Email and online chat.

3. Job Description
- Multitasking by handling 3 chats (customers) at a time with simultaneous emailing.
- Providing product information and educating international customer (Mostly US) on web service
usage.
- Troubleshooting web site issues by manipulating DNS, IP addresses & other zone files. Handling
and resolving complaints. Escalating customer chats to appropriate queues for resolution.
- Revenue generation or sales by registering and renewing domain names along with web
services using customer credit cards through online transaction on company SSL encrypted
website.
Job Profile 2
Process: ICP (India Career Portal)
Designation: Customer support executive
Duration: August 2009 – November 2009
Work Profile: To verify the subscriber details and assist them to update the resume on portal.
Job Description
- To educate the subscriber about the portal and ask them to update their resume on time to time
basis.
- To verify the proper contact details of the subscriber.
- Handling back to back calls and completing daily targets of 120 calls.
Job Profile 3
Process: (Lester Quality Checking)
Designation: Quality check executive
Duration: November 2009 – February 2010
Work Profile: To monitor calls of Mumbai (IND) Connecticut (US) & Kentucky (US)

4. Job Description
- To provide 100% quality assurance.
- Rectifying errors in calls and providing accurate feedback confirming to client parameters and
guidelines.
- Analyze the errors of the agent and update the data correctly in the software.
Worked for Nityo Infotech (Information Technology consultancy)
Nityo Infotech Limited is an Active business incorporated in England & Wales on 25th August
2006.Their business activity is recorded as Information Technology Consultancy Activities. Nityo
Infotech Limited is run by 2 current members. and 1 company secretary. 1 shareholders own the total
shares within the company. It is not part of a group.
The latest Annual Accounts submitted to Companies House for the year up to 31/12/2012 reported 'cash
at bank' of £88,439, 'liabilities' worth £86,408, 'net worth' of £72,125 and 'assets' worth £157,083.Nityo
Infotech Limited's risk score was amended on 18/05/2012.
Job Profile
Process: Information Technologies services
Designation: Business Development Executive
Duration: April 2010 till September 2010
Work Profile: To monitor calls of Mumbai (IND) Connecticut (US) & Kentucky (US)
Job Description
- Searching for suitable candidate as per the work profile required by US companies.
- Cold calling to different companies and trying to get the Human Resource department to tie up
the IT business for the company.

5. Worked for ICICIDIRECT.COM (Finance and share trading department)
It is a 3 in 1 account service which integrates banking, broking and demat accounts. All accounts are from
ICICI and very well integrated. This feature makes ICICI the most competitive player in online trading
field. It is a platform where people can invest in IPOs,Mutual Funds, GOI bonds, and PostalSavings
scheme all from one platform.
Job Profile1
Process: 3 in 1 online share trading and demat account
Designation: Sales Executive
Duration: October 2005 to May 2006
Work Profile: To handle the E-Broking account and generate the leads from the existing customers.
Job Description
- To promote E-Invest account of trading and demat.
- Solving the queries of clients and generating leads and references by conducting presentation,
stalling activity, tele-calling, leaflet distribution, presentation at corporate level and cold calling.
- To escalate the issue of subscriber on priority basis to the concern department.
Job Profile2
Process: 3 in 1 online share trading and demat account
Designation: Team Leader (AUM)
Duration: June 2006 – December 2006
Work Profile: To handle E-broking accounts – Comprising of trading account demat account & saving
account.
Job Description
- Leading a team of 7 trainees, imparting product training and helping them to achieving the target.
- Strategy development and implementation at team level.
- Achieving sales target by promoting stalls on field with agents.
- Providing online demo about the portal to customer.
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6. - Computer skills:
- Basic knowledge of Excel, MS Word, MS paint etc
- Typing speed of above 40 WPM (Word Per Minute) with 95% accuracy
- Able to configure Outlook third party application.
Experience summary:
- Total experience of more than 4 years in BPO/KPO/customer service
- Last salary drawn of Rs 23700 approx
- Overall experience with BPO/KPO/ITES/Finance/Sales & Marketing is of more than 6 years.
Education:
Academic Board/University Year
SSC Mumbai Board 2000
HSC Mumbai Board 2002
FYBCOM Mumbai University 2003
SYBCOM Mumbai University 2004
Area of Interest: Internet surfing, Travelling, Trading in share market, hangout with friend.
Achievements:
- Received appreciation letter from ICICI Bank for the best performer in Mumbai center.
- Received excellence award for top performer in NETSAT for the month ofJuly 2011
(Sutherland AT&T process)
- Received excellence award for top performer in NETSAT for the month ofAugust 2011
(Sutherland AT&T process)
- Got promoted to SME level and received best SME award for the month of December 2011
(Sutherland AT&T process)
- Received excellence award for top performer SME for the month of November 2012
(Sutherland AT&T process)
- Received Sutherland Platinum awards thrice for every 100 days ofsuccessful attendance.
- Received recoginisation award for completion of3 years with Sutherland global services.

7. Personal Information
Sex & Marital status: Male and Single.
Age & DOB: 30 Years, 05th
Feb 1983.
Place ofBirth: Mumbai.
Nationality/Citizen: Indian.
Residential Address: 18/ C wing, 2nd
floor, Musa Kasam Apt, Opp Abhinav Bank, Mumbra dist
Thane. Pin code: 400612
Cell No: 91-9768175347
Email ID: only.profit92@yahoo.com
Place: Mumbai (Nadeem AshrafShaikh)