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
International team coordination
Professional growth facilitation
Client engagement strategies
Staff development
Workforce management
Customer service
Financial management
Business development
Project management
Marketing
Business administration
Customer relationship management (CRM)
Staff management
Relationship building
Policy implementation
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