# Shaik Ghouse

Shaik Ghouse is a remote worker on Himalayas, Associate Team Lead at Tech Mahindra, based in India.

Source: https://himalayas.app/@shaikghouse

```text
Customer Support professional at Tech Mahindra who handled international voice escalations and maintained service quality metrics.
```

| Detail | Value |
| --- | --- |
| Availability | Looking for a job |
| Location | India |
| Authorized to work in | India |
| Salary expectations | 896k+ INR |
| Job categories | Customer Support, Team Lead |
| Skills | Customer Support, International Voice Processes, Customer Escalation Management, SLA Management, Case Management, Incident Tracking, KPI Monitoring, Quality Metrics, Average Handle Time, Turnaround Time (TAT), Net Promoter Score, Salesforce, ServiceNow |

## About

```text
At Tech Mahindra, I handled international voice customer support and, as an Associate Team Lead, managed customer escalations and supported team operations.

As a Senior Associate Customer Support, I handled inbound and outbound voice processes, email, and chat requests while maintaining quality scores, AHT, and TAT.

Earlier, at Q Conneqt Business Solutions, I handled inbound customer calls and priority escalations, maintaining quality scores, AHT, and TAT.
```

## Experience

### Associate Team Lead

[Tech Mahindra](https://himalayas.app/companies/tech-mahindra). Aug 2025 - Mar 2026

```text
Managed team operations and escalations, maintained service levels and quality metrics, and supported team members in the absence of Team Leaders.
```

Skills: Customer-Escalation, SLA-Management, Quality-Metrics, AHT, Team-Support, Operations

### Senior Associate Customer Support

[Tech Mahindra](https://himalayas.app/companies/tech-mahindra). Aug 2022 - Aug 2025

```text
Handled 45-50 calls daily, managed alarms and email/chat requests, ensured process accuracy and escalation, and maintained quality score, AHT, and TAT.
```

Skills: Customer-Support, International-Voice-Process, Inbound, Outbound, Call-Handling, Email-Support, Live-Chat, Escalation-Management, Quality-Scores, AHT, TAT

### Associate Customer Support

[Tech Mahindra](https://himalayas.app/companies/tech-mahindra). Sep 2020 - Feb 2022

```text
Handled 50-60 calls daily, ensured process accuracy and correct escalation, and maintained quality score, AHT, TAT, and NPS.
```

Skills: Customer-Support, International-Voice-Process, Inbound, Call-Handling, Escalation-Management, Quality-Scores, AHT, TAT, NPS

### Senior Customer Care Executive

Q Conneqt Business Solutions. Apr 2018 - Mar 2020

```text
Handled 100-120 calls daily, managed customer escalations at priority level, and maintained quality score, AHT, and TAT.
```

Skills: Customer-Support, Voice-Process, Inbound, Call-Handling, Escalation-Management, Quality-Scores, AHT, TAT

## Education

### Sabarmati Arts and Commerce College

B.Com, Commerce

```text
Completed Bachelor of Commerce degree.
```

### ICFAI Junior College

CEC, CEC

```text
Completed CEC (Commerce, Economics, Civics) intermediate education.
```

### Gayatri Grammar High School

SSC, General

```text
Completed SSC (Secondary School Certificate) education.
```

## Tech stack

- Salesforce
- ServiceNow

To contact Shaik, message them from this profile with a Himalayas employer account: [Hire on Himalayas](https://himalayas.app/hire).

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