ASAD MUNSHI

Fossil Group:

• As a Customer Support Supervisor for Fossil for locations namely, India, Singapore,Malaysia & Australia. Ensured efficient handling of customer inquiries, disputes, and claims through emails, chats & calls by implementing strategies to improve response times, resolve escalated customer issues, and enhance overall customer satisfaction.
• Trained a team to collaborate closely with other departments to streamline processes and maintain high standards of service delivery.

Vodafone VBC, Australia:

• Developed and implemented comprehensive lead generation strategies at VBC Australia, leveraging multiple channels and tactics to attract and qualify leads effectively.
• Collaborated closely with marketing and sales teams to optimize lead conversion rates, while continuously analyzing lead data to refine targeting and enhance overall campaign effectiveness.

Philips, USA:

• Supervised a team managing audits of advisor interactions and documentation to uphold high-quality standards during a recall process
• Generated regular reports aligned with ISO 9001 and other regulatory requirements. Trained team members on recall procedures following HIPAA and FDA guidelines.

• Mentored Junior team members and maintained employee relationships
• Handling escalations through emails, calls & ticketing tool to provide efficient solutions to clients applying for visas by maintaining spreadsheets for VFS Global
• Managed and prioritized support tickets using the CRM's ticketing system by collaborate with other departments to escalate and resolve complex issues
• Generated and analyzed reports within Microsoft Dynamics 365 to track key customer service metrics
• Upheld quality controls and policies to increase customer satisfaction.

• Identify and target potential clients in industries requiring sheet metal components and driving sales by building strong customer relationships
• Conducted market research to understand industry trends, competitors, and potential opportunities
• Developed in-depth knowledge to understand client's needs and provide solutions
• Creating and negotiating comprehensive proposals outlining the value proposition and customization options
• Maintain accurate and up-to-date records of sales activities, customer interactions, and market feedback.