Summary
Overview
Work History
Education
Skills
Hobbies and Interests
Personal Information
Certification
Timeline
Generic
Aadil Khan

Aadil Khan

Mumbai

Summary

Dynamic Team Leader with a proven track record , excelling in coaching and data analysis to enhance customer satisfaction. Spearheaded training initiatives that improved service quality and operational efficiency, driving a significant reduction in discrepancies. Adept at fostering teamwork and implementing performance improvement strategies for optimal results.

Overview

11
11
years of professional experience
1
1
Certification

Work History

Team Leader

Mirraw Online Services
Mumbai
01.2024 - Current
  • Prepared and evaluated CRM reports to identify problems and areas for improvement.
  • Facilitated communication between customers and other departments within the organization.
  • Trained new team members on company policies, procedures, products, services, and technologies.
  • Trained staff on customer service best practices and protocols to maximize efficiency and improve customer satisfaction.
  • Worked collaboratively with cross-functional teams to support accounting processes and decrease financial discrepancies.
  • Trained and mentored new team members to promote productivity, accuracy and friendly customer service.
  • Supported sales team members to drive growth and development.
  • Provided technical support to customers and team members, troubleshooting customer inquiries in a timely manner.
  • Improved standard operating procedures to create maximum customer satisfaction

SME - Logistics NDR Operations

Purplle.com
Mumbai
02.2023 - 12.2024
  • As SME - Logistics NDR Operations at Purplle.com, India, I was responsible for driving operational efficiency through process optimization and automation of warehouse and logistics operations
  • I actively contributed to the development of innovative solutions in order to reduce costs and improve customer experience
  • My tenure included:
  • Handling overall NDR operations
  • Quality Assurance
  • Forecasting
  • Planning
  • Training and Development
  • Resource Management
  • Data analyzing

SME - Operations

Purplle.com
Mumbai
04.2022 - 01.2023
  • SME - Operations at Purplle.com, India (2022-04 - 2023-01): During my tenure, I was responsible for the successful operations of the company
  • My role included managing resources, strategizing plans and collaborating with cross-functional teams to ensure that all operations were carried out efficiently
  • Developed and implemented operational strategies & initiatives
  • Monitored performance of operations
  • Improved operational process & evaluated performance
  • Managed resources & collaborated with cross-functional teams
  • Analyzed operational data & identified areas of improvement
  • Ensured compliance with company policies & regulations

Intern SME - Quality Analyst

Purplle.com
Mumbai
08.2021 - 03.2022
  • Intern SME - Quality Analyst at Purplle.com, India (2021-08 - 2022-03): Engaged in a 6-month consultancy role as Intern SME - Quality Analyst, responsible for quality assurance of website content and customer service, improved the user experience and equaled customer satisfaction
  • Conducted quality assurance
  • Oversaw performance of customer service agents and ensured compliance with quality standards
  • Resolved customer service issues efficiently and effectively

Customer Service Executive

Purplle.com
Mumbai
10.2020 - 08.2021
  • As a Customer Service Executive at Purplle.com, I provided excellent customer service and support to customers in India for 10 months
  • My responsibilities included responding to customer queries promptly, providing information about products and services, resolving customer complaints in a professional manner, and managing customer service operations effectively
  • I was also responsible for monitoring customer feedback and developing strategies to improve the overall customer experience
  • Additionally, I achieved the following:
  • Delivered exceptional customer service through online chats
  • Resolved customer inquiries within agreed SLA
  • Monitored and improved the customer satisfaction score

Food Concierge

Scootsy Logistics Pvt Ltd
Mumbai
09.2019 - 08.2021
  • As a Food Concierge at Scootsy Logistics Pvt Ltd, India, I have contributed to the company's growth and success for two years
  • My responsibilities included:
  • Managing customer service requests
  • Maintaining customer satisfaction records
  • Supervising quality assurance operations
  • Analysing customer feedback for product improvement
  • Ensuring timely order delivery
  • Coordinating with suppliers

Service Desk Executive

Vodafone Idea Limited
Mumbai
10.2017 - 03.2019
  • As a Service Desk Executive at Vodafone Idea Limited
  • In India, I provided technical support to customers, and managed the customer service team
  • During my two-year tenure, I was responsible for:
  • Assisting customers with inquiries and resolving complaints
  • Identifying and addressing customer needs to ensure satisfaction
  • Coordinating with other departments to resolve customer issues
  • Monitoring and evaluating customer service performance
  • Developing quality assurance measures for customer service operations

Customer Service Executive

Vodafone India Ltd.
Mumbai
10.2015 - 08.2017
  • I held the role of Customer Service Executive with Vodafone India Ltd
  • For two years, where I was responsible for providing excellent customer service to customers
  • I had the opportunity to develop customer service skills, build customer relationships and manage customer complaints
  • Responsibilities included:
  • Troubleshooting technical issues
  • Handling escalated customer queries
  • Maintaining customer records
  • Delivering superior customer service
  • Meeting sales targets
  • Updating customer information
  • Resolving customer complaints

Customer Service Representative

Aircel Limited
Mumbai
09.2014 - 09.2015
  • Responsible for handling customer inquiries, resolving customer complaints, and providing general information on products and services
  • Demonstrated ability to manage customer expectations in a professional manner
  • Developed positive relationships with customers and provided excellent customer service throughout a one year tenure
  • Responsibilities included:
  • Responding to customer inquiries in a timely fashion
  • Providing support with customer account management
  • Troubleshooting technical issues
  • Resolving customer complaints and disputes
  • Maintaining up-to-date product knowledge
  • Upselling products and services to customers
  • Generating sales leads
  • Recording all customer interactions in CRM

Education

Bachelor of Commerce -

University of Mumbai
Mumbai, India
02.2015

HSC -

Maharashtra Board
Mumbai, India
03.2012

SSC -

Maharashtra board
Mumbai, India
03.2010

Skills

  • Coaching
  • Customer service
  • Data analysis
  • Quality assurance
  • Team building
  • Employee training
  • Problem solving
  • Leadership
  • Teamwork
  • Planning
  • Quality Assurance
  • Performance improvement
  • Quality improvement
  • Goal setting
  • Team Check-ins

Hobbies and Interests

  • Bike riding
  • Listening Music

Personal Information

  • Place of Birth: Mumbai
  • Date of Birth: 08/11/94
  • Nationality: Indian

Certification

  • Data analyst.

Timeline

Team Leader

Mirraw Online Services
01.2024 - Current

SME - Logistics NDR Operations

Purplle.com
02.2023 - 12.2024

SME - Operations

Purplle.com
04.2022 - 01.2023

Intern SME - Quality Analyst

Purplle.com
08.2021 - 03.2022

Customer Service Executive

Purplle.com
10.2020 - 08.2021

Food Concierge

Scootsy Logistics Pvt Ltd
09.2019 - 08.2021

Service Desk Executive

Vodafone Idea Limited
10.2017 - 03.2019

Customer Service Executive

Vodafone India Ltd.
10.2015 - 08.2017

Customer Service Representative

Aircel Limited
09.2014 - 09.2015

Bachelor of Commerce -

University of Mumbai

HSC -

Maharashtra Board

SSC -

Maharashtra board

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Aadil Khan