User:Azeem Baig

Azeemulla Baig ( Azeem Baig born September 29-09-1985 ) is a expert in Audio / Video Conferencing, which deals with telephonic conferences across the globe.

Career
He started his career with Web Ex which now stands as Cisco for 18 months. Later moving on to Wipro Technologies.He Joined Wipro as a conference Coordinator and later got promoted as Team Leader. He worked in Wipro for close to 7 years,and his daily job required for leading team of 20 members on Teleconferencing 24/7 operations across Geo’s for Wipro Technologies, Wipro Infotech & Wipro – BPO.Single point contact for any operational issues on the floor, process updates on regular basis. Manage quality parameters and compliance requirements.Handling general enquiry calls / queries from customers.Quality monitoring of the calls and providing end – to – end resolution to the customers.Involving in training activities for new recruits. Monitoring day-to-day activities and job allotment to coordinators on the floor.Maintaining attendance and assignment of daily tasks of the team.Develop action plan for actionable items for the process during up-gradation process.Handling escalation calls and verifying agents’ performance improvement program.Handling Moderator assistance calls / Question & Answer (Q & A) calls for the major clients & internal customers. Handling high profile calls for Wipro Leadership groups.Preparation and monitoring of periodical work process and other daily reports Giving regular reports back to management – monthly reports on calls handled.Allotting of bridges to the users across Geo’s and checking on regular feedback from the customers. Trouble shooting technical error on Cisco –Outlook plug-in real time.Successfully handled the migration of Webex outsourced operations to Wipro In-house operations with minimal escalation during changeover process within targeted time.Establish & maintain a working environmental conducive to positive morale, individual style, quality and team work.Handling all FMG (Facilities Management Group) related tickets for PAN India of Wipro Technologies, Wipro Infotech & Wipro BPO.Involving in training activities for new recruits. Monitoring day-to-day activities and job allotment to coordinators on the floor. Achieving SLA (Service Level Agreement) target of 98% month on month, along with Net Satisfaction Score of 75% on FMG related tickets.Assigning the tickets to concern process owners of the facilities with end to end follow up till the closure and resolution of tickets within SLA.Publishing of monthly highlights to location teams of the number of tickets raised on each of the FMG service functions.Preparation and monitoring of periodical work process and other daily reports.Handling Conferencing Room Helpdesk for Wipro Technologies- Bangalore offices.Generating of Conference Room reports on month on month basis and sent to location concerns for review. Feedback taken from the users to improve quality of service. Actively participated in the promotional event and ongoing process to promote and publicize FMG Helpdesk.

Achievements
Awarded as the “STAR PERFORMER “for the month of Jan 05 (Webex India Pvt Com)

Awarded as the “BEST TEAM LEADER AND SMOOTH CENTRALISATION OF SERVICE CONNECT PAN INDIA “for the month of Feb 10, 2011 (Wipro Technologies)

Awarded for achieving significant results in KAIZEN EVENT IMPROVE CUSTOMER PERCEPTION

Personal Life
Azeemulla Baig was born into a Muslim Family [[Sunni], Completed his studies in St. Jhon's High School and hold a B'com Degree from SS International University. He is a movie buff and likes to watch movies of all genes..............