Summary
Overview
Work History
Education
Skills
Interests
Timeline
Manager

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

Similar Profiles

CREATE PROFILE
Fahad B Malik