EHTASHAM SHAIKH
Mumbai,MH
Summary
Customer service professional with over 7 years of experience in call center and client support. Expertise in managing complex inquiries and resolving complaints, achieving a customer satisfaction rate exceeding 95%. Demonstrated ability to meet deadlines and mentor team members while consistently delivering high-quality service. Prepared for remote work with necessary equipment and a dedicated workspace.
Overview
8
8
years of professional experience
8
8
Certification
3
3
Award
Work History
Senior Customer Service Associate
FirstSource Solutions Ltd
Mumbai
01.2023 - Current
- Implemented best practices to optimize customer satisfaction processes.
- Handled more than 80 inbound calls daily, maintaining a 95% customer satisfaction rate.
- Utilized active listening techniques to accurately assess customer needs.
- Quickly resolved complex issues while ensuring empathetic communication.
- Coached five junior staff members in managing challenging customer interactions.
- Collaborated with teams to improve first-call resolution rates by 10%.
- Updated customer account databases for improved access to information.
- Monitored calls to ensure efficient handling through timely follow-ups.
- Assisted customers with product inquiries and issue resolution.
- Maximized sales by cross-selling and upselling higher-profit products.
Customer Service Representative
Find Solutions
Mumbai
08.2017 - 11.2022
- Delivered exceptional customer service by resolving inquiries and complaints promptly.
- Produced monthly performance reports to identify improvement areas as Team Leader.
- Collaborated with team members to complete tasks efficiently within deadlines.
- Applied sales techniques and cross-selling strategies, boosting customer retention rates.
- Demonstrated strong communication skills, fostering lasting relationships with customers.
- Utilized active listening and problem-solving skills to enhance overall customer experience.
Education
Higher Secondary Certificate - Science
Maharashtra College of Arts, Science And Commerce
Mumbai02.2014
Skills
- Sales strategies
- Team leadership
- Cross-selling techniques
- Training and development
- Quality assurance
- Microsoft Office proficiency
- Time management
- Interpersonal communication
- Customer retention
Certification
- Honored as the exceptional performer of the month in March, June, July, and September 2024
Accomplishments
- Throughout the year, I have been recognized with the FEE (Far Exceeding Expectations) award multiple times for consistently meeting my targets. Additionally, I have had the opportunity to train multiple teams when they were on board
Additional information
- Fluent in English, excellent written, and verbal communication
- Experienced in global customer service environments
- Flexible with international time zones and rotating shifts
Timeline
Senior Customer Service Associate
FirstSource Solutions Ltd
01.2023 - Current
Customer Service Representative
Find Solutions
08.2017 - 11.2022
Higher Secondary Certificate - Science
Maharashtra College of Arts, Science And Commerce