Nizam Uddin

Results-driven Operations & Multilingual Customer Support Professional with over 8.5 years of experience spanning OTT media, motor insurance, telecommunications, and financial debt collection environments. Demonstrated expertise in L1/L2 technical support, incident management, ticket lifecycle execution, escalation handling, and SLA adherence. Recognized for exceptional multilingual customer service, cross-functional collaboration, team mentorship, and identifying recurring technical issues through root cause and trend analysis.

MD-FMB-OTT Support Specialist / Spanish Resource at LTIMindtree (2021-10 – Present)

Supported international OTT streaming platforms across LATAM, Brazil, USA, and UK in SLA-driven environments (Paramount+, BET+, BET NOW, Noggin, Pluto TV). Team Size: 14.

• Delivered prompt email and chat support to subscribers regarding account management, subscription workflows, billing, and technical troubleshooting.
• Resolved L1 customer support cases for entertainment applications, addressing playback errors, cancellation requests, geo-blocking issues, and closed-captioning glitches.
• Collaborated with technical and engineering teams to escalate complex bugs while ensuring strict compliance with operational SLAs.
• Analyzed customer feedback and recurring ticket trends to improve knowledge base resources and support processes.
• Managed and guided team performance, mentoring new hires on ticket-handling procedures, platform tools, and industry best practices.
• Tools & Technologies: HelpShift, OneTrust, Zendesk, Stripe, Power BI.

Analyst & Spanish/Arabic Language Expert at AXA Business Services Pvt. Ltd. (2019-02 – 2020-09)

Managed end-to-end motor insurance claim registration and processing for international clients across multiple regions. Team Size: 11.

• Received, registered, and validated incoming motor insurance claims received via email and fax.
• Translated Arabic and Spanish customer requests into English to ensure clear, accurate claim processing.
• Executed high-accuracy data entry while maintaining complete supporting documentation in core internal systems.
• Collaborated with internal claims handling and third-party teams to expedite processing timelines.
• Maintained high quality standards, consistently achieving daily productivity targets and compliance goals.
• Tools & Technologies: CICS, BaNCS.

Spanish Language Expert – Telecom/Medical Collections at Credence Resource Management (2017-02 – 2019-01)

Supported debt collection operations as a Spanish Language Expert, applying FDCPA standards and regulatory requirements. Team Size: 60.

• Handled inbound and outbound customer calls utilizing established collection models and negotiation techniques.
• Communicated professionally and empathetically with delinquent account holders to secure payment arrangements and commitments.
• Performed basic skip-tracing activities in line with company policies and compliance matrix guidelines.
• Maintained precise account documentation promptly and recommended appropriate cases for legal escalation.
• Tools & Technologies: Dialers, LiveVox, Artiva, CRM tools.

Bachelor of Arts (Honors) in Arabic – Jamia Millia Islamia (2015)

Diploma in Spanish Language – Jamia Millia Islamia (2016)

Certificate in Spanish Language – Delhi University (2015)

Diploma in Computer Application (DCA) – Indira Gandhi Institute