Summary
Overview
Work History
Education
Skills
Personal Information
Timeline
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Awaad ur rehman

Bengaluru

Summary

  • Experienced Customer Service Associate with a demonstrated history of working in the customer service industry and a strong ability to analyze problems and provide end resolutions.
  • Detailed Client Service Associate known for having great organizational skills. Gifted at working with all types of customers. Looking for a new role where hard work and dedication will be highly valued.

Overview

8
8
years of professional experience

Work History

Senior Escalation Specialist

PhonePe
Bengaluru
01.2017 - Current
  • Handling customer issues through chat, voice, and email on Freshdesk Tool
  • Managing high-threat conversations and suicide escalation tickets.
  • Consult with the management team for the high-aging case and getting it closed on priority
  • Delivering end-to-end fulfillment solutions to both L2 and SME teams as well as merchant teams.
  • Conducted follow-up calls with customers to ensure satisfactory resolutions were achieved.
  • Interfaced with senior leadership on a regular basis to provide updates on the team's progress towards meeting objectives.
  • Provided support and guidance to new customer service representatives and assisted with the onboarding process.
  • Mentored junior team members and managed employee relationships.
  • Maintained positive working relationships with fellow staff and management.
  • Successfully cleared IJP and moved to the social media team
  • Organized and detail-oriented with a strong work ethic.
  • Identified issues, analyzed information and provided solutions to problems.
  • Adaptable and proficient in learning new concepts quickly and efficiently.
  • Strengthened communication skills through regular interactions with others.
  • Resolved problems, improved operations and provided exceptional service.

Senior executive

Flipkart India Pvt Ltd.
01.2016 - 01.2017
  • Worked for the Tech team for the L2 process
  • Resolving issues related to a tech visit and an installation demo of the products
  • Responsible for handling the Escalations where the customer has reported the Issue and incidents on social media for priority resolution
  • Escalate the issue by raising SUV tickets, JIRA tickets, and GENIE tickets for priority resolution.
  • Followed up on customer interactions to maintain customer communication and successfully close resolved issues.
  • Built and maintained relationships with customers to increase sales, customer loyalty, and positive word-of-mouth.

Education

Bachelor of commerce -

Rabindranath Tagore University

2nd Puc -

K.L.E`s Nijalingappa PU college of commerce

SSLC -

ST Mira's High School

Skills

  • Observation
  • Decision making
  • Communication
  • Multi-tasking
  • Process Improvement
  • Customer Service Excellence

Personal Information

  • Date of Birth: 07-11-1995
  • Gender: Male
  • Maritial status: unmarried
  • Nationality: Indian
  • Languages known: English, hindi, Kannada, and Urdu

Timeline

Senior Escalation Specialist

PhonePe
01.2017 - Current

Senior executive

Flipkart India Pvt Ltd.
01.2016 - 01.2017

Bachelor of commerce -

Rabindranath Tagore University

2nd Puc -

K.L.E`s Nijalingappa PU college of commerce

SSLC -

ST Mira's High School

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Awaad ur rehman