Aamir Sayyed
Mumbai
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance. Knowledgeable and dedicated customer service professional with extensive experience in Telecom & Media industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. Have good knowledge and understanding of wordpress website creation and SEO ( Search Engine Optimization ) Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
1
1
year of professional experience
Work History
Senior Customer Service Associate
Firstsource Solutions Limited
Mumbai
01.2022 - Current
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Greeted customers and listened closely to problems described to determine solutions.
- Took cash and credit card payments via phone, in person and through email.
- Escalated issues to proper supervisors when standard processes were not effective.
- Coached new team members on service techniques and provided scoring through quality assurance program.
- Promoted to team lead of customer service for displaying outstanding enthusiasm and remaining calm in extremely trying situations.
- Developed dynamic ownership skills by resolving challenging situations and asking in-depth questions of customers.
- Met customer call guidelines for service levels, handle time and productivity.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
- Maintained up-to-date knowledge of product and service changes.
- Devised workaround solutions for IT-related issues.
- Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction 100%.
- Resolved Critical issues over phone with 40 customers daily.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
- Responded proactively and positively to rapid change.
- Surpassed sales goals through implementation of effective marketing strategies.
Education
Bachelor of Science - Computer Science
University of Mumbai
Mumbai02.2022
Skills
- Order and Refund Processing
- Interpretation and Translation Services
- Needs Assessment
- Data Entry and Maintenance
- Upselling Products and Services
- Customer Retention Strategies
- Calm and Professional Under Pressure
- Issue and Complaint Resolution
- Selling Skills
- Wordpress Website Developer
- Seo Expert
- Digital Marketing
- Email Marketing
Languages
English
Upper intermediate (B2)
Additional Information
Having good knowledge in WordPress website creation and search engine optimization, Managing digital marketing processes and giving Recommendations to relevant teams, Having the ability to handle multiple tasks and handle 13 KPI (Key performance indicator ) at the Moment. Having an average NPS (Net promoter score) of above 90% and FTR (First-time resolution )of 94%
Timeline
Senior Customer Service Associate
Firstsource Solutions Limited
01.2022 - Current
Bachelor of Science - Computer Science
University of Mumbai
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