Kashif Rasheed of dinCloud in Los Angeles, California, USA won a Gold Stevie® Award for Front-Line Customer Service Professional of the Year in the 2014 Stevie Awards for Sales & Customer Service, the top customer service awards and sales awards.
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Kashif Rasheed is a high-energy, goal-driven individual who has created a dynamic services organization capable of consistently delivering high-quality services and creating customer loyalty at dinCloud, a cloud services provider.
Customers have dubbed dinCloud’s help desk, the “Kashif Care Program”. It has been said that Kashif combines the Boy Scouts’ Law—A Scout is trustworthy, loyal, helpful, friendly, courteous, kind, obedient, cheerful, thrifty, brave, clean, and reverent—with the unofficial USPS creed—“Neither snow, nor rain, nor heat, nor gloom of night stays these couriers from the swift completion of their appointed rounds”—with the availability of a 7-Eleven.
“Kashif happens to be one of the most dedicated members on our team,” said Shannon Severijn, IP Engineer at telecommunications carrier Airespring. “Kashif works tirelessly days, nights, and weekends. He is an outstanding troubleshooter and problem solver. He also happens to manage three different departments on two different sides of the world. Kashif is a great contributor and we are grateful to have him on our team.”
Helping Resolve Future Challenges
We asked Kashif what winning the Gold Stevie means to him. "We are honored to be recognized by one of the world's top customer service awards, as this further validates dinCloud's focus on providing customers with great value and service to make sure they can achieve a great deal more in their day-to-day business activities," Kashif told us.
We asked Kashif what he thought about the future. "dinCloud has a dynamic services organization, capable of consistently delivering high-quality services,” he explained. “We will remain proactive in our customer service approach and commitment to providing exceptional service and support for our customers."
Bringing Value to Customer Service
As operations manager for the company’s Global Service Desk (GSD), Kashif supervises and manages all help desk staff and projects. Additionally, as Implementation Manager, he designs and builds customers virtual environments, then works with each customer’s IT staff to implement the technology.
Kashif ensures quality execution throughout these service touch points, including implementation services (with superior white glove treatment during the onboarding process), training, education, and ongoing account management.
Kashif brings a great deal of value to dinCloud’s customer service division with his multi-faceted talent and unmatched dedication. His colleagues, partners, and customers have all achieved a great deal more in their day-to-day business activities because of his involvement and the personalized touch he provides. Kashif always goes the extra mile.
In 2013, for example, dinCloud was planning a rollout of its Hosted Virtual Desktops (HVDs) in Los Angeles. At the same time, a client purchased new physical desktop systems. To address a shortage of resources, Kashif took technicians onsite, setting up hardware and software for 80 systems in just two days. Kashif also worked nights on the hosted desktop configurations.
Excellent Customer Retention
Customers receive a monthly report detailing how many help desk tickets have been opened or closed and which issues are still open or pending.
Kashif holds quarterly calls with each and every customer to review open tickets, to resolve outstanding issues, and, more importantly, to help the end user resolve future challenges on their own. Additionally, Kashif holds daily meetings with his team to discuss the status of any tickets generated that day.
When the company started a few years ago, its first call resolution ranged from 25-30%. Today, that number has grown to 80%, with almost all customer issues handled successfully on the first call. At the close of each ticket, customers are sent an optional survey. On average, dinCloud scores 4.3 out of 5, and has a near perfect customer retention rate. They credit much of this to Kashif and his team’s help desk operations and customer support program.
About Kashif Rasheed
As operations manager for the Global Service Desk (GSD) at dinCloud, Kashif Rasheed supervises and manages all help desk staff and projects (customer specific, managed services, etc.). This includes customer specific projects and those relevant to managed services (managing employees’ Exchange Server, Active Directory, additional application servers, etc.). He is also the Implementation Manager, responsible for designing and building a customer’s virtual environment, and working with the customer’s IT staff throughout implementation.
Kashif holds many certifications including: A+, N+, MCP, CLA, and CLE, and has a Master’s Degree in Computer Science. Over the past year, Kashif earned four additional certifications: ITIL (ITIL V3 Foundation), MCITP and MCSE (Microsoft), and VCP (VMware). In addition to his Gold Stevie® Award he also received the Continuous Support Award from En Pointe Technologies (a dinCloud reseller) at one of its National Sales Meetings.
About dinCloud
dinCloud is a cloud services provider that helps both commercial and public sector organizations rapidly migrate to the cloud through business provisioning, provided via its strong channel base of VARs and MSPs. Each customer’s dedicated private virtual data center provides hosted virtual desktops, hosted virtual servers, and cloud storage services, which are controlled by the customer through dinManage, dinCloud’s web-based management tool. dinCloud provides subscription-based services tailored to fit a range of business models resulting in reduced cost, enhanced security, control, and productivity. For more information, go to www.dincloud.com.
