Babak Musa-zada

- Served as the main technical contact between the service desk team and client, ensuring seamless communication and delivery of support services. - Conducted periodic reviews of escalated incidents with clients, ensuring resolution times adhered to SLAs and reducing repeat escalations by 15%+. - Trained and mentored 10+ service desk agents on client-specific processes and tools, boosting operational efficiency.

- Conducted periodic audits of service requests to identify bottlenecks and optimize request workflows, reducing request processing times by 15%+. - Processed and fulfilled an average of 100+ service requests weekly, maintaining a 96% SLA compliance rate. - Maintained detailed documentation of service requests and processes, ensuring data accuracy and accessibility for audits and reporting. - Provide regular status updates to stakeholders, maintaining transparency and managing expectations effectively.

- Trained 13 service desk agents on troubleshooting techniques and tool usage, enhancing team proficiency. - Streamlined ticket triage and escalation processes, ensuring 99% compliance with SLA targets. - Authored and maintained a knowledge base with 250+ articles, improving first-call resolution (FCR) rates by 15%. - Collaborated with technical teams to deploy and integrate new tools, minimizing service disruptions during rollouts.

- Jul - Sep 2017 Knowledge Transition Analyst: Create and maintain a library of 30+ standard operating procedures (SOPs) and work instructions, ensuring accuracy and relevance. Facilitate knowledge transfer sessions between outgoing and incoming team members, ensuring critical knowledge is effectively transferred between teams. - Analyze existing documentation and identify gaps, resulting in a 15% improvement in documentation coverage. -

Marketing Management, Digital Marketing, Consumer Behaviour

Tourism, Service Management