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Irshad Ahmad

@irshadahmad

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Customer Experience Strategist | Excellence in Cloud Communications and Collaboration.

India

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What I'm looking for

With my extensive background in the cloud communications and collaboration industry, aligned with my passion for seamless collaboration, customer satisfaction, and cross-functional teamwork, I am actively seeking a role where I can apply my expertise in omnichannel communications, digital transformation, and customer experience management to make meaningful contributions.

With over 20 years of experience in Directing Customer Service, success and Support Operations within the Cloud Communications & Collaboration industry, I have developed a diverse and specialized skill set tailored to the Digital Communication Sector. As a seasoned professional, I have gained expertise in ensuring Seamless Collaboration and real-time support across Multiple Communication channels. My responsibilities have encompassed Moderating Webinars, Producing Live Streams, facilitating Voice Solutions, and implementing On-Demand Solution Strategies to enhance customer engagement. Experienced professional with a strong understanding of digital transformation. Skilled in evaluating processes, modernizing operations, and leveraging technology to enhance business value. Committed to meeting customer expectations in today’s digital age. Collaborative mindset for driving organizational change

Experience

Customer Care & Service Operations

Avance Globaltech Consultancy

Sep 2018 - Jan 2024 (5 years 4 months)

Spearheaded efforts to enhance customer health by analyzing product usage patterns, identifying pain points, and proactively addressing
customer needs. Collaborated with cross-functional teams to ensure seamless customer experiences. Took overall responsibility for developing, performing, and maintaining customer service activities, exceeding customers' needs and expectations

IoT B2B SaaS SaaS Support Customer Success Customer Advocacy Customer Insights Customer Retention Customer Solutions Customer Lifecycle Customer Experience Customer Onboarding Customer Operations Customer Centricity Customer Acquisition Customer Satisfaction SAAS Customer Support Customer Communications Customer Success Manager Digital Transformation

Manager Customer Service & Digital Event Operations

NTT Communications

Aug 2011 - Sep 2018 (7 years 1 month)

Spearheaded efforts to enhance customer health by analyzing product usage patterns, identifying pain points, and proactively addressing
customer needs. Collaborated with cross-functional teams to ensure seamless customer experiences. Collaborated with sales, marketing, and product teams to gather customer feedback and drive product and service improvements.

Program manager – Customer Service

Cisco Webex

Jan 2002 - Jul 2011 (9 years 6 months)

Service and Support: Responsible for services and support for SAAS products from Cisco Systems and proprietary Webex Solutions.
Technical Expertise: Utilized in-depth technical knowledge to resolve complex issues.
Client Communication: Led daily and weekly calls to address client concerns and review project results.
Efficiency Improvements: Identified potential bottlenecks and areas for improvemen