Hi, I’m
Mohammad Ariful Haque
Guildford,Surrey
Summary
Highly motivated professional with exceptional expertise in IT support, customer service, and Project Management. Proven track record of leading high-achieving teams to surpass goals. Dedicated to identifying and securing new business opportunities. Skilled in administrative oversight, streamlining recruitment processes, and enhancing customer service. Strategic team leader with extensive experience in training and developing teams.
Overview
17
years of professional experience
5
years of post-secondary education
2
Certification
Work History
Capita PLCLondon
Technical - Customer Service
Nov 2023 - Current (1 year & 5 months)
Job overview
- Assisted in the development and implementation of a data strategy to enhance operational efficiency within the team.
- Conducted regular data collection and reporting to support data-driven decision making and continuous improvement efforts.
- Collaborated with technical teams to configure, support, and maintain IT system solutions, ensuring seamless integration and functionality.
- Maintained detailed records of all interactions and technical issues to support continuous improvement and data analysis.
Majorel (Teleperformance)Waterloo
IT system analyst
Jun 2023 - Aug 2023 (2 months)
Job overview
- Handled administrative tasks including report creation, invoice processing, and record maintenance.
- Drove continuous service improvement and documented procedures, policies and best practices for future reference.
- Liaised with suppliers for ordering materials and managing stock control.
- Served as the first point of contact for customer inquiries, ensuring rapid resolution and high levels of customer satisfaction.
- Troubleshot and debugged IT systems for error-free functionality and end-user satisfaction.
HCL TechnologiesNoida
Team Leader
Jan 2019 - Jul 2021 (2 years & 6 months)
Job overview
- Led team technical team of 15 IT service desk associate.
- Supported team to overcome new challenges by forecasting knowledge and skills gaps.
- Reported on team performance to higher leadership, proactively offering action for areas of improvement.
- Supported new hires through onboarding process for speedy and successful training.
- Maintained high standards of customer service in all client interactions.
TeleperformanceJaipur
Assistance Manager
Mar 2018 - Oct 2018 (7 months)
Job overview
- Reviewed KPI and SLA performance and suggested actionable improvements for underperforming areas.
- Implemented and assessed internal controls, enforcing adherence to reduce compliance risks.
- Brainstormed ideas with clients and Leads to maximise process potential.
Intelenet Global Services (Teleperformance)Kolkata
Team Leader
Jul 2016 - Dec 2017 (1 year & 5 months)
Magma FincorpKolkata
Assistant Manager
Nov 2012 - Jul 2016 (3 years & 8 months)
GenpactGurgaon
Senior Process Associate
Jul 2007 - Oct 2012 (5 years & 3 months)
Education
Conestoga CollegeKitchener, Canada
Postgraduate Diploma from Project Management
Sep 2021 - May 2022 (8 months)
St. Xavier CollegeKolkata, India
Postgraduate Diploma from Marketing & Sales Management
Jun 2015 - May 2016 (11 months)
Ranchi UniversityGhatsila
Bachelor of Arts
Apr 2004 - May 2007 (3 years & 1 month)
Skills
- Excel VBA
- Project Management
- Case Management
- Agile methodologies
- Call centre experience
- Customer Service
- Data Visualisation
- Business analysis
- Data Modelling
- Power BI
- Relational databases
- SQL
- Data cleaning
Certification
- Certified ScrumMaster, Scrum Alliance Inc., 02/2023
- Certified Scrum Product Owner (CSPO), Scrum Alliance Inc., 03/2023
References
References available upon request.
Timeline
Technical - Customer Service
Capita PLC
Nov 2023 - Current (1 year & 5 months)
IT system analyst
Majorel (Teleperformance)
Jun 2023 - Aug 2023 (2 months)
Conestoga College
Postgraduate Diploma from Project Management
Sep 2021 - May 2022 (8 months)
Team Leader
HCL Technologies
Jan 2019 - Jul 2021 (2 years & 6 months)
Assistance Manager
Teleperformance
Mar 2018 - Oct 2018 (7 months)
Team Leader
Intelenet Global Services (Teleperformance)
Jul 2016 - Dec 2017 (1 year & 5 months)
St. Xavier College
Postgraduate Diploma from Marketing & Sales Management
Jun 2015 - May 2016 (11 months)
Assistant Manager
Magma Fincorp
Nov 2012 - Jul 2016 (3 years & 8 months)
Senior Process Associate
Genpact
Jul 2007 - Oct 2012 (5 years & 3 months)
Ranchi University
Bachelor of Arts
Apr 2004 - May 2007 (3 years & 1 month)
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