Anwarul Hasan

I have a total of 10.5 years of experience:

• Supervise and guide a team of 30 members.
• Assign tasks, set priorities, and oversee daily operations.
• Generated reports to track performance metrics of team members.
• Researched and analyzed customer feedback to identify areas of improvement.
• Provided technical support for customers in resolving complex issues.
• Created training materials for new hires on the company's procedures and policies.
• Assisted in developing strategies to increase customer satisfaction levels.
• Conducted regular meetings with staff to review progress and address any concerns.
• Analyzed data from customer surveys to identify trends in customer behavior.
• Take care of timesheets, provide support for approvals, create rosters, and monitor shifts.
• Analyzed key performance indicators to identify effective strategies.
• Assessed company operations for compliance with safety standards.
• Organized client meetings to provide project updates.
• Worked closely with human resources to support employee management and organizational planning.
• Handling escalations from clients via chat, email, and tickets involves several key steps to ensure issues are resolved efficiently.

• Take escalation calls and supervise the team in the absence of a team manager.
• Monitor the queue for both chat and call, and help the team with issues they face while taking chats or calls, whether the team manager is present or absent.
• Achieve my own sales targets and help the team achieve theirs.
• Share process updates with the team in meetings or through email on a regular basis.
• Supervise the performance of new agents, coach them on company metrics, provide refresher training, and support them for smooth onboarding on the floor.
• Coordinate with support teams, such as process trainers, quality assurance, workforce management, or the GTI team, who handle hardware or software-related issues.
• Audit calls for non-performers and new agents, share feedback, and conduct sessions on specific topics.
• Effectively handle a large number of incoming calls when needed to meet SLA, meet my own targets, and help the team with process-related issues simultaneously.
• Identify process gaps and share details to create process documents and M&Ps.
• Maintain professional and technical knowledge by attending educational workshops and reviewing professional publications.
• Maintain and build positive client relationships.
• Assist team members and customers in finding products.
• Support the team leader in improving operations and resolving issues to deliver top-notch customer service.
• Monitor system functions and performance levels.
• Customize customer experiences to build brand loyalty.

• As a sales executive my role was to speak with customers gather information about their issue, convince them to meet with doctor , create an appointment with doctor near to their home, arrange pic and drop for cab and at the end sell Dr. Reddy’s quarterly, half yearly or yearly package.
• Achieve company's metrics and sale targets and help colleagues.
• Handle escalation calls, handle with care, patience and a proper resolutions without defect and efficiently.
• Handle customers query or doubt about the products, appointment or about affiliated doctor's profile.
• Coach new joiners about the product and help them meeting company's targets, conduct session to clear doubts and fill knowledge gap.
• Handle team in the absence of my team manager, like help them with any issue they are facing on the floor, make roster, monitor performance, attend client meeting or reporting managers meeting, share feedback or process update along with meeting my own targets
• Coordinate with support team like process trainers or quality assurance, work force management or team who handle hardware or software related issue
• Liaised between customers and product development team to recommend product improvements.
• Provided exceptionally high levels of customer service via live chat, email, phone and social media.

• Answer large number of calls, Place customers’ orders without defects and put a proper notes about customer’s preference.
• Work on flexible shift and always ready to extend shift as per job requirements.
• Achieve all metrics and enhance skill with the help of training sessions and feedbacks.
• Got chance to work on site on McDonald store for few days.
• Spearheaded special projects supporting profitable business direction.
• Led steady and productive operations.
• Worked with team members to deliver effective customer service strategies.
• Employed excellent time-management skills to maximize task completion and reduce errors.
• Maintained and built positive client relationships.