Fahad Pasha
Bangalore
Summary
Experienced customer experience professional specializing in optimizing operational processes and enhancing customer satisfaction. Proficient in managing performance metrics, conducting data analysis, and fostering stakeholder collaboration. Seeking a challenging role to apply expertise in customer experience management and proactive problem-solving.
Overview
3
3
years of professional experience
Work History
Customer Service Executive
Myntra Design Private Limited
02.2022 - 12.2022
- Delivered customer service in a prompt and courteous manner through phone, email, and chat channels.
- Provided support to customers for various inquiries such as product details, order updates, returns/exchanges, and billing concerns.
- Conducted follow-up calls to address customer inquiries and concerns.
- Handled all customer queries promptly and in a professional manner.
- Worked alongside different teams to ensure high levels of customer contentment.
Auxiliary SME
Myntra Design Private Limited
01.2023 - 03.2023
- Conducted performance appraisals for team members, providing feedback and identifying areas of improvement.
- Trained new staff in relevant processes and procedures.
- Resolved escalated customer complaints or queries promptly and efficiently.
- Monitored team performance against targets, taking corrective action where necessary.
- Identified opportunities for process improvements, implementing changes when required.
- Developed strategies to increase team productivity and improve customer service levels.
Officer - Customer Experience
Myntra Jabong Private Limited
04.2023 - Current
- Led initiatives to identify fraudulent pin codes and hubs, ensuring operational integrity and reducing instances of fraud.
- Oversaw enhancements in critical operational indicators, like Turnaround Time (TTR) and TP95, resulting in substantial reductions in resolution time and bolstering overall performance.
- Implemented efficient measures that expedited the handling of customer returns
- Implemented collaborative problem-solving techniques to achieve strategic alignment among departments.
- Led implementation of proactive strategies to mitigate potential customer issues, resulting in reduced repeat interactions on the platform and improved customer retention.
Education
St.Joseph's Indian Composite Pre-University
Bangalore03-2021
Skills
- Enhancing Customer Experience
- Fraud Detection Expertise
- Data-Driven Metrics Oversight
- Stakeholder Collaboration and governance
- Statistical Analysis
- Data Reporting
- Team Leadership
- Introductory SQL Skills
- Advanced Excel Analysis
Projects
Serve Count Analysis & Fraudulent Hub Detection, Spearheaded a project that identified fraudulent hubs and pin codes, improving security and operational accuracy. Return Charter Implementation, Developed a comprehensive return charter that streamlined return processes and significantly reduced time to resolution.
Timeline
Officer - Customer Experience
Myntra Jabong Private Limited
04.2023 - Current
Auxiliary SME
Myntra Design Private Limited
01.2023 - 03.2023
Customer Service Executive
Myntra Design Private Limited
02.2022 - 12.2022
St.Joseph's Indian Composite Pre-University
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