Fahad B Malik
Mira Road (East)
Summary
To work in a high-grown organization with a competitive and challenging environment creates an ideal condition for delivering high quality services.
Overview
15
15
years of professional experience
3
3
Languages
Work History
Manager
Gpex LLP
03.2024 - 07.2025
- Led a team of 40+ customer service representatives across inbound and outbound campaigns.
- Improved CSAT from 82% to 94% within 12 months by streamlining processes and implementing agent coaching programs.
- Reduced AHT by 18% through workflow optimization and call routing improvements.
- Implemented QA monitoring and real-time feedback, increasing first-call resolution (FCR) by 22%.
- Collaborated with HR to recruit and onboard over 30 new agents during a business expansion phase.
- Developed monthly performance reports and presented insights to senior leadership.
Manager
Affinity Global Service pvt ltd.
03.2021 - 02.2024
- Supervised 25+ agents handling Tier 1 technical support for North American clients.
- Assisted in forecasting call volumes and creating schedules to maintain SLA compliance.
- Conducted weekly performance reviews and implemented individual development plans.
- Played a key role in transitioning call centre operations to a hybrid remote model post-2018.
- Maintained agent attrition below 10% through engagement programs and incentive plans.
Director(Co-Owner)
Sky planet Business Solutions Process
08.2017 - 02.2021
- Define long-term vision, service goals, and overall direction for call centre operations.
- Oversee department budget, cost control, and resource allocation.
- Work with other departments (Sales, Marketing, Product, IT) to integrate customer support strategies.
- Lead initiatives for digital transformation, automation, and omnichannel support (voice, chat, social, email).
- Manage daily performance of agents and team leads.
- Coordinate with WFM to ensure adequate coverage based on forecast.
- Coach and motivate team leaders and agents for high performance.
- Oversee agent onboarding, knowledge refreshers, and QA programs.
- Address complex customer issues and internal team escalations.
Customer Service Associates
Tele access Company
06.2015 - 12.2015
- Company Overview: Process; Times of India
- At Tele access Company, we strongly believe in providing excellent customer experience. We are currently seeking a highly motivated, experience-driven professional to fill the role of Customer Service Representative.
- (Customer Service Associates for A Period Of 6 Month.)
Customer Service Associates
Intelenet Global Service
10.2010 - 08.2011
- Company Overview: Process; Mumbai Prepaid
- At Intelenet Global Service, we strongly believe in providing excellent customer experience. We are currently seeking a highly motivated, experience-driven professional to fill the role of Customer Service Representative.
- (Customer Service Associates for A Period of 1 Year.)
Education
TY BCom -
Mumbai University
03.2013
SSC - undefined
Mumbai University
03.2009
HSC - undefined
Maharashtra State Board
04.2007
Skills
Sales process management
Interests
Playing Snooker
Timeline
Manager
Gpex LLP
03.2024 - 07.2025
Manager
Affinity Global Service pvt ltd.
03.2021 - 02.2024
Director(Co-Owner)
Sky planet Business Solutions Process
08.2017 - 02.2021
Customer Service Associates
Tele access Company
06.2015 - 12.2015
Customer Service Associates
Intelenet Global Service
10.2010 - 08.2011
SSC - undefined
Mumbai University
HSC - undefined
Maharashtra State Board
TY BCom -
Mumbai University