Shaik Faheem Anwer
@shaikfaheemanwer
Subject Matter Expert in customer and technical support, improving CSAT through escalations.
IndiaWhat I'm looking for
I’m a Subject Matter Expert with 8+ years of experience in customer support and technical troubleshooting. I focus on handling complex customer escalations, delivering expert resolutions, and ensuring strong day-to-day operational performance.
In my current role as an SME at Infosys BPM, I manage escalations and complex customer queries while providing floor support and technical guidance to agents. I also create SOPs, FAQs, and knowledge base documents, and run training and refresher sessions to support onboarding and consistent performance.
I strengthen support outcomes through root cause analysis, corrective actions, and continuous improvement of CSAT, AHT, and FCR. I’m collaborative by nature—working with Quality and Operations teams to close process gaps, maintain documentation, and elevate resolution quality through coaching and knowledge sharing.
Experience
Work history, roles, and key accomplishments
Subject Matter Expert
Infosys BPM
Nov 2023 - May 2026 (2 years 6 months)
Served as an SME providing process guidance and expert resolutions for complex customer and technical escalations. Conducted training and refresher sessions, performed RCA for recurring issues, and maintained SOPs, FAQs, and knowledge base updates to improve CSAT, AHT, and FCR.
Senior Expert Customer Support
Support.com
Oct 2021 - Jun 2023 (1 year 8 months)
Handled high-priority customer escalations across multiple channels with accurate and empathetic solutions. Performed root cause analysis for recurring issues to improve resolution quality.
Senior Customer Support Associate
Tricog Health Services
Apr 2018 - Dec 2018 (8 months)
Analyzed customer feedback and recommended process improvements to enhance customer experience. Collaborated with internal teams to improve service delivery.
Responded to customer queries via phone, email, and chat, providing product information and technical assistance. Supported customers with troubleshooting and basic technical guidance.
Education
Degrees, certifications, and relevant coursework
Indian Virtual University for Peace and Education
Bachelor of Commerce (B.Com), Commerce
Completed a B.Com at Indian Virtual University for Peace and Education in Bengaluru. (Year: 2011).
Indian Council for Professional Education Mission
12th, 12th
Completed 12th education in Bengaluru, India, through Indian Council for Professional Education Mission. (Year: 2007).
International Institute of Technology (IIHT)
Hardware and Networking Course, Hardware and Networking
Completed a Hardware and Networking course at IIHT in Hassan.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Job categories
Skills
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