B. Mohammed Zaid Farish
Team Lead- Partners and customer success
Bangalore
Summary
Organized Team Leader builds positive rapport, inspire trust and guide teams toward achievement of organizational goals. Strong facilitator adept at working cross-departmentally with co-management and top-level leadership. Excellent trainer and mentor.
Overview
5
5
years of professional experience
5
5
Languages
Work History
Team Lead - Partnerships & Customer Success.
BoAt Lifestyle (imagine Marketing Private Limited)
Bengaluru, India
03.2023 - Current
- Leading and training a dynamic L1 escalation team of 15 members in our call center, overseeing both inbound and outbound operations as well as email support for distributors, retailers, customers inquiries regarding orders, applications, warranty, delivery issue, products,stock..etc..
- Quality Monitoring and analysis, Motivated team to meet mothly goals, Training and Development, Cross-Functional collaboration with sales and marketing team, Innovative Problem Solving, Metrics Achievement, Vendor Relationship Management, Attrition shrinkage control, Marketing Collaborations, Creating SOP, Consistently achieved SLA targets by implementing efficient workflow, Daily review, QBR, WBR, MBR with vendors to track performance metrics and identify trends for strategic decision making, Adaptability in a VUCA environment. Hired and Fired staff.
- Order managements, order tracking.
- Individual responsibilities: Handling L2 queries through email, Training and quality, D2C, B2C, B2B, Credit note and debit note, corporate sales and bulk order, inventories and E-commerce, Invoice fraudulent
- CRM tools (Sprinklr, kapture, freshdesk, etc.,)
Senior executive - Escalation
Brandstudio lifestyle private limited
04.2022 - 01.2023
- E-commerce background, Managed inbound and outbound, Effectively handled email correspondence, Oversaw the processing of refund sheets, Worked on multiple panels concurrently, Addressed and resolved social media escalations, Engaged in daily analysis of Net Promoter Score (NPS) and Customer Satisfaction (CSAT) data, Executed tasks related to risk management, Utilized multiple Customer Relationship Management (CRM) tools for efficient workflow
Technical support
Altruist technology private limited
04.2021 - 06.2022
- Managed inbound and outbound calls in a technical support/chat process, Effectively handled email cases, Maintained Average Handling Time (AHT) standards, Ensured timely resolution of emails within stipulated Turnaround Time (TAT)
Customer support executive
NIFS (Institute of fire engineering and safety management)
12.2019 - 05.2021
- Maintaining all admission work, Making data sheets, Maintaining records
Education
SSLC -
Government higher secondary school vellalappatti
HSC - undefined
Government higher secondary school vellalappatti
B.A english - undefined
Jairam arts and science collage, salem
Skills
Problem solving
Communication
Conflict resolution
Motivate team members
Monitor and review team performance
Technical proficiency
Adaptability
Quality and root cause Analysis
Interpersonal skill
Decision making
Result oriented
Corporate sales
Order Managments
Personal Information
- Date of Birth: 06/12/1995
- Gender: Male
- Marital Status: Married
Timeline
Team Lead - Partnerships & Customer Success.
BoAt Lifestyle (imagine Marketing Private Limited)
03.2023 - Current
Senior executive - Escalation
Brandstudio lifestyle private limited
04.2022 - 01.2023
Technical support
Altruist technology private limited
04.2021 - 06.2022
Customer support executive
NIFS (Institute of fire engineering and safety management)
12.2019 - 05.2021
SSLC -
Government higher secondary school vellalappatti
HSC - undefined
Government higher secondary school vellalappatti
B.A english - undefined
Jairam arts and science collage, salem