Ajaz Ahmed
Bangalore
Summary
Results-driven Customer Support Team Leader with 7 years of experience in leading high-performance teams and improving customer satisfaction. Seeking an opportunity to apply leadership, communication, and problem-solving skills to drive exceptional service and operational excellence.
Overview
8
8
years of professional experience
Work History
Assistant Manager - Care Delight
Connect and heal
Bangalore
03.2024 - Current
- Established goals and objectives for the team that aligned with organizational objectives.
- Provided guidance and support to junior staff members on daily tasks, projects, and objectives.
- Developed and maintained customer service policies and procedures.
- Provided reports on team performance metrics to senior management on a regular basis.
- Analyzed data to identify opportunities for improving operational efficiency of the customer service department.
- Monitored team performance, provided feedback and coaching, and identified areas for improvement.
- Developed action plans based on analysis of data from surveys or focus groups regarding customer satisfaction.
- Identified trends in customer inquiries and complaints to develop strategies for improving customer service quality.
- Assisted in hiring, training, and evaluating customer support staff.
TEAM LEADER - CARE DELIGHT
Connect and heal
Bangalore
05.2022 - 03.2024
- Orchestrated seamless migration from Freshdesk to Zendesk
- Pioneered the establishment of customer service processes as an inaugural team member
- Oversaw the transition from outsourced vendors to an in-house team
- Tracked and assessed the performance of associates
- Implemented and executed new processes - Monitored daily/weekly dashboards and conducted monthly team reviews
- Cultivated an inspiring team environment with a focus on open communication
TEAM LEADER CUSTOMER EXPERIENCE
Mfine
04.2021 - 05.2022
- Spearheaded team building, coaching, and motivational initiatives
- Successfully led a team of 25 CSR's and two supervisors across various Lines of Business (LOBS) in the Customer Support vertical
- Tracked and evaluated the performance of associates
- Collaborated with diverse organizational verticals to develop Standard Operating Procedures (SOPs)
- Planned and executed the implementation of new processes
- Ensured the smooth operation of processes and procedures to enhance Customer Satisfaction (CSAT).
SUPERVISOR CUSTOMER EXPERIENCE
Mfine
05.2019 - 05.2021
- Liaised with various stakeholders to address and resolve team operational challenges
- Assisted new team members and orchestrated daily operations to meet set targets
- Conducted monthly projects involving raw data analysis to identify and resolve ground-level issues
- Offered valuable insights to enhance and fortify team operations, ensuring seamless business processes
Sr. Customer Support Associate
Mfine
Bangalore
05.2019 - 05.2020
- Resolved customer complaints promptly and professionally.
- Responded to customer inquiries via phone, email and chat.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Created service tickets to document all inquiries, incidents, requests and resolutions.
- Maintained a high level of professionalism when dealing with difficult customers.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
Operations Associate
Rising sun group tours and travels
01.2017 - 01.2019
- Oversaw and developed day to day business operations
- Executed traditional marketing strategies for a startup
- Communicated with investors and published revenue statistics, forecasting future business growth
- Designed international tour packages, with a focus on religious Hajj and Umrah pilgrimage, considering revenue margins
- Handled domestic and international ticket sales
Education
Bachelor of commerce -
Al Ameen Arts Science & Commerce College
Bangalore08-2022
Pre-University -
Reddy Jana Sangha -PUC college
01.2015
Skills
- Customer service
- Leadership
- Problem solving
- Excellent Communication
- Conflict Resolution
- Metrics Analysis
- SLA management
- Training and mentoring
- Resource Planning
- Goal Setting
- Decision-Making
References
Linish Theodore, AVP - Care Delight, 9739838990, linish.theodore@connectandheal.com
Languages
Urdu
First Language
English
Advanced (C1)
C1
Hindi
Advanced (C1)
C1
Timeline
Assistant Manager - Care Delight
Connect and heal
03.2024 - Current
TEAM LEADER - CARE DELIGHT
Connect and heal
05.2022 - 03.2024
TEAM LEADER CUSTOMER EXPERIENCE
Mfine
04.2021 - 05.2022
SUPERVISOR CUSTOMER EXPERIENCE
Mfine
05.2019 - 05.2021
Sr. Customer Support Associate
Mfine
05.2019 - 05.2020
Operations Associate
Rising sun group tours and travels
01.2017 - 01.2019
Bachelor of commerce -
Al Ameen Arts Science & Commerce College
Pre-University -
Reddy Jana Sangha -PUC college
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