Mohd Azam
@mohdazam
I manage customer success, SLA delivery, escalations, and retention across complex service environments.
IndiaWhat I'm looking for
At HCL Technologies, I manage client accounts as the primary point of contact, overseeing SLA compliance, ticket lifecycles, customer health, escalations, service performance, and retention strategies. I also deliver usage and ROI reports that strengthen long-term customer partnerships.
I've built service delivery experience at British Telecom and Concentrix, coordinating complex service requests, commercial approvals, stakeholder reviews, vendors, and cross-functional delivery teams. I focus on resolving issues, improving fulfilment processes, and keeping customers informed from request through closure.
Experience
Work history, roles, and key accomplishments
Managed client accounts as the primary point of contact, ensuring strong relationships and timely resolution of inquiries, issues, and feedback. Ensured SLA compliance by monitoring response/resolution timelines and maintaining high service delivery standards.
Managed complex and bespoke service requests through the Service Request Management & Fulfilment lifecycle, ensuring compliance with ITIL guidelines. Acted as the primary customer and stakeholder liaison, providing regular status updates and standard reports throughout fulfilment.
Managed end-to-end customer service requests in line with contract T&Cs, ensuring SLA adherence through proactive jeopardy management and escalations. Acted as Delegate of Authority, handling commercial approvals, supplier negotiations, pricing, quotations, and order placement.
Delivered online chat support for BT Landline and Broadband customers, ensuring timely resolution, service quality, and SLA adherence. Managed customer escalations and kept teams aligned with updated procedures, policies, and operational guidelines.
Provided seller support on Amazon via chat and email, ensuring timely issue resolution and customer satisfaction.
Education
Degrees, certifications, and relevant coursework
Kurukshetra University
Master Degree, Business Administration
2013 - 2015
Master's degree in Business Administration with a specialization in Finance and Human Resources.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Salary expectations
Job categories
Skills
Interested in hiring Mohd?
You can contact Mohd and 90k+ other talented remote workers on Himalayas.
Message MohdGet matched with your dream remote job
Sign up now and join over 250,000+ remote workers who receive personalized job alerts, curated job matches, and more for free!
