AZEEM BAIG
Bangalore
Summary
Dedicated Escalations Lead & Specialist with over 10+ years of experience in effectively resolving customer issues and complaints. Skilled in providing exceptional service and maintaining positive relationships with clients. Seeking a challenging role where I can utilize my expertise in handling escalations and ensuring customer satisfaction.
Overview
12
12
years of professional experience
Work History
Zonal CRM & Escalation Lead
Ather Energy.com
Bangalore
08.2021 - Current
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
- Self-motivated, with a strong sense of personal responsibility.
- Applied effective time management techniques to meet tight deadlines.
- Acted as a team leader in group projects, delegating tasks and providing feedback.
- Worked flexible hours across night, weekend and holiday shifts.
- Worked as an Retail Partner Relationship Manager handling 55 cities for an year and currently working as an Escalation Specialist.
- Handling Vehicle Service Escalations of 3 major zones West, North & East along with 55 cities.
- All escalations including Management Escalations, Social media escalations, Consumer Forum Escalations, Email escalations and all the L2 escalations.
- Average escalations per month would be 90 escalations for all the 3 zones.
- Based on my performance got promoted as Central Team Escalations Lead.
Team Leader
Aegis
Bangalore
11.2019 - 07.2021
- Customer Support Pvt Ltd for Fraud Risk Management Process(Flipkart) which deals with approval or rejection of customer returns and Blocking the suspicious customer's accounts
- Dated (, Shift Tracking
- Cases Allotment
- Team Attendance
- Preparing Weekly Roster
- Conducting one on one sessions to discuss about agents performances
- Conducting Quality sessions to improve the team quality scores
- Conducting Team Meetings Everyday
- Preparing WBR, for respective LOB weekly quarterly
- KPI's and KRA's :
- Productivity : Average should be more than 140
- Total Ready Duration : Average per month >= 9 Hrs
- Quality Scores : Average Team Score Should be more than 95%
- Shrinkage : Team Average should be < 8% both planned and unplanned
- Attrition : Team Average should be < 8%
- Schedule Adherence : Team Average should be less than 5 instances
- Worked as an Team Leader at Bigbasket.com under Customer Satisfaction Team
- C-SAT team is basically into resolving all the complaints, providing resolutions to the irate Customers and effectively handling the Customer escalations
- (The source can be from calls, emails, mobile app, Floor Escalations, Social Media Complaints, and National Consumer Forum Complaints & Management Escalations)
Team Leader
Big Basket
Bangalore
08.2017 - 10.2019
- Monitoring Queues
- Rostering
- Conducting one on one sessions to discuss about agents performances
- Conducting Quality sessions to improve the team quality scores
- Helping team in handling critical escalations
- Working on Reports like, Refund Rejection Report, CS RCA & Management RCA reports
- KPI's and KRA's :
- Productivity : Average should be more than 95%
- Total Ready Duration : Average per month >= 7 Hrs
- Quality Scores : Average Team Score Should be more than 92%
- Shrinkage : Team Average should be < 8% both planned and unplanned
- Attrition : Team Average should be < 8%
- Schedule Adherence : Team Average should be less than 5 instances
- CS & Management RCA Complaints : Team Average =
- Worked as an Sr, Customer Connect Champion and Floor Support for Inbound process in Myntra.com.
Senior Customer Service Executive
Myntra.com
Bangalore
05.2013 - 06.2017
- Resolved [Product or Service] issues by clarifying customer's complaints, determining causes of problems and selecting best solutions.
- Answered multi-line phones and used active listening skills to assess client's issues and challenges.
- Responded to customer inquiries and queries to provide thorough and speedy resolutions.
- Met customer call guidelines for service levels, handle time and productivity.
- Educated customers about billing, payment processing and support policies and procedures.
- Cross-trained and backed up other customer service managers.
Accounts Receivable
Omega Health Care
Bangalore
01.2012 - 04.2013
- Contacted clients with past due accounts to formulate payment plans and discuss restructuring options.
- Developed and maintained positive relationships with clients to maximize collections.
Education
Bachelor's Degree - Computer Applications
BES College
IndiaSSLC -
BMES High School
IndiaHEBA - Commerce
Al-Ameen College (Bangalore University)
India03-2008
Skills
- Excellent Communication
- Problem-Solving
- Written Communication
- Good Telephone Etiquette
- Multitasking Abilities
- Flexible and Adaptable
- Performance Tracking
- Customer Satisfaction
- Process Improvement
- Customer Service
- Staff Management
- Performance Tracking and Evaluation
Timeline
Zonal CRM & Escalation Lead
Ather Energy.com
08.2021 - Current
Team Leader
Aegis
11.2019 - 07.2021
Team Leader
Big Basket
08.2017 - 10.2019
Senior Customer Service Executive
Myntra.com
05.2013 - 06.2017
Accounts Receivable
Omega Health Care
01.2012 - 04.2013
Bachelor's Degree - Computer Applications
BES College
SSLC -
BMES High School
HEBA - Commerce
Al-Ameen College (Bangalore University)
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