ATIF USMANI
Inbound Sales Specialist
Mumbai,Maharashtra
Summary
Results-driven Inbound Sales and Customer Success Specialist with 3+ years of experience in real-time chat support, CRM optimization, and AI-powered customer service. Proven ability to increase customer satisfaction by 25%, optimize workflows, and ensure 100% SLA compliance. Proficient in Salesforce, Zendesk, HubSpot, Freshdesk, Microsoft Dynamics CRM, and ServiceNow. Experienced in responding to customer enquiries, handling escalations, and automating chatbots and ready to apply this expertise in customer success and AI-driven chat support to drive business growth.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Inbound Sales Specialist
Accenture
12.2023 - Current
- Managed over 120 real-time customer chats daily and ensured a first-contact resolution rate of over 90%
- Increased customer retention by 25% through personalized support and strategic upselling
- Provided expert product and service recommendations, resulting in a 15% increase in customer satisfaction scores (CSAT)
- Streamlined workflows and automated key processes, increasing responsiveness by 35%
- Met 100% of SLAs, optimizing chat support response times and resolution rates
- Collaborated with more than five cross-functional teams to streamline issue resolution, reducing Average Handling Time (AHT) by 20% and increasing first-contact resolution rates by 15%
- Exceeded all key performance metrics, consistently achieved CSAT scores of over 95%, a first response time (FRT) of under 30 seconds, a resolution rate of over 98% and 100% SLA fulfillment
ML Data Associate (L2)
Amazon
06.2022 - 12.2023
- Processed over 500 product items daily, and ensured a 99.5% inventory accuracy
- Improved stowage quality assurance, and increased fulfillment efficiency by 22%
- Exceeded operational targets and maintained a fulfillment rate of over 98%
- Diagnosed and eliminated process inefficiencies, reducing operational errors by 20%
- Analyzed 1,000+ reports, improving process automation efficiency by 30% and decision-making accuracy by 25%
Market Research Analyst
Tenl Technologies
10.2020 - 01.2021
- Led 3+ market research projects identifying key consumer trends
- Developed and executed 15+ data-driven social media campaigns that increased engagement by 30%
- Improved email marketing campaigns, increasing open and response rates by 12%
- Conducted a competitive analysis of over 50 industry competitors and refined pricing strategies that improved market position by 20% and increased revenue potential by 15%
- Analyzed more than 500 pieces of consumer data that provided actionable insights to shape marketing strategies, optimized customer retention by 25% and identified more than three new market trends
Education
MBA - Marketing, Sales, and Corporate Strategy
Athena School of Management
05.2022
BCA - Computer and Information Sciences
Institute of Business Studies and Research
05.2019
Skills
- Customer Care and Success
- Live chat support
- Ticket resolution
- SLA compliance
- Customer request management
- Escalation management
- Customer retention strategies
- Customer loyalty strategies
- Customer journey mapping
- CRM tools
- Helpdesk tools
- Salesforce
- Zendesk
- HubSpot
- Freshdesk
- Microsoft Dynamics CRM
- ServiceNow
- Live Engage
- AI and automation
- AI-driven chatbots
- Google Dialogflow
- ManyChat
- WhatsApp Business API
- AI-driven customer engagement
- Automated ticket routing
- Predictive analytics
- Sales and Performance Optimization
- Lead Generation
- Conversion Rate Optimization
- Sales Performance Analysis
- KPI Monitoring
- Customer Experience Analytics
- Troubleshooting
- IT support
- Remote support
- AnyDesk
- TeamViewer
- Knowledge base development
- Self-service optimization
Certification
- Google digital marketing and e-commerce certification, 2023
- HubSpot Inbound Marketing Certification, 2022
- Coursera Emotional Intelligence, 2021
- Outstanding Customer Service - LinkedIn Learning, 2023
Accomplishments
- Winner of the Blind Writing competition in Cognizance, IBSAR.
- Star of the Month for Best Accuracy - Amazon.
- CSAT Star of the Day - Accenture.
Languages
Hindi
Bilingual or Proficient (C2)
English
Bilingual or Proficient (C2)
Personality
- Excellent communicator: strong verbal and written communication skills that provide clarity when dealing with clients.
- Adaptable and quick learner: Ability to quickly learn new technologies, tools, and business processes.
- Empathetic and customer-oriented: Passionate about delivering world-class customer experiences.
- Problem-solver: Able to recognize problems and provide effective solutions.
- Detail-oriented and organized: Strong ability to multitask efficiently while maintaining accuracy.
- Team player: Willingness to collaborate and experience working in cross-functional teams.
Activities And Awards
- Educational support and mentorship for underprivileged children to help them improve their literacy and life skills.
- Helped organize fundraising campaigns and awareness programs that contributed to increased community engagement.
- Ran interactive sessions and creative activities to promote children's confidence and personal development.
- Collaborated with a team of volunteers to efficiently distribute resources and learning materials.
Timeline
Inbound Sales Specialist
Accenture
12.2023 - Current
ML Data Associate (L2)
Amazon
06.2022 - 12.2023
Market Research Analyst
Tenl Technologies
10.2020 - 01.2021
BCA - Computer and Information Sciences
Institute of Business Studies and Research
MBA - Marketing, Sales, and Corporate Strategy
Athena School of Management
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimePart TimeContract WorkWork Location
On-SiteRemoteHybridImportant To Me
Career advancementWork-life balanceCompany CultureFlexible work hoursPersonal development programsHealthcare benefitsWork from home optionPaid time offTeam Building / Company RetreatsPaid sick leave401k matchStock Options / Equity / Profit Sharing4-day work weekQuote
The way to get started is to quit talking and begin doing.
Walt Disney
Software
CRM
Hubspot
HTML
Interests
Singing
Reading
Playing strategy games
Surfing
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