Fahim Khan
Summary
Proven Email and Chat Executive with a track record of enhancing customer satisfaction and retention at Tech Mahindra through expert CRM knowledge and exceptional teamwork. Excelled in reducing response times and resolving complex issues, demonstrating patience and a results-driven approach. Skilled in upselling strategies and email etiquette, consistently recognized for top performance metrics.
Overview
6
6
years of professional experience
Work History
Email and Chat Executive
Excitel
New Delhi, India
05.2023 - Current
- Provided detailed feedback on common customer concerns, aiding in the continuous improvement of products and services offered.
- Enhanced customer satisfaction by efficiently addressing and resolving email inquiries.
Email and Chat Executive
Bharti Airtel
Sector 51
03.2021 - 04.2023
- Utilized active listening skills to identify customer needs and provide appropriate solutions.
- Maintained up-to-date knowledge of company products, promotions, and policy changes to provide accurate information during customer interactions.
Email Support Executive
Cogent E Services
Sector 62
08.2019 - 02.2021
- Enhanced customer satisfaction by promptly addressing and resolving email inquiries.
- Reduced response times by effectively utilizing email management tools and resources.
- Achieved company targets for customer retention through consistent positive interactions via email support.
- Assisted colleagues during peak periods or vacations, ensuring a seamless continuity of service for customers.
- Implemented feedback from supervisors into daily work routines, resulting in improved performance metrics.
Call Center Executive
Tech Mahindra
Sector 62
08.2018 - 07.2019
- Streamlined internal processes via proactive feedback on operational inefficiencies, driving continuous improvement efforts within the center.
- Exceled in handling escalated calls, effectively resolving complex issues while maintaining customer loyalty.
- Demonstrated adaptability when faced with rapidly changing priorities or challenging situations, ensuring seamless operations at all times.
- Recognized as a top performer among peers, consistently achieving high rankings in key performance metrics such as customer satisfaction scores and revenue generation.
Education
Bachelor of Arts - Bachelor of Politics
Prof. Rajju Bhaiya University
Prayagraj, India09.2023
12th -
Baba Lal Shukl Inter Collage
Prayagraj, India04.2019
10th, -
Karl Huber School
Noida, India07.2017
Skills
- Patience and Tolerance
- Email Etiquette
- Upselling strategies
- CRM Knowledge
- Chat Support Experience
- Teamwork and Collaboration
- Work Prioritization
Languages
English
Upper intermediate (B2)
Hindi
Bilingual or Proficient (C2)
Timeline
Email and Chat Executive
Excitel
05.2023 - Current
Email and Chat Executive
Bharti Airtel
03.2021 - 04.2023
Email Support Executive
Cogent E Services
08.2019 - 02.2021
Call Center Executive
Tech Mahindra
08.2018 - 07.2019
Bachelor of Arts - Bachelor of Politics
Prof. Rajju Bhaiya University
12th -
Baba Lal Shukl Inter Collage
10th, -
Karl Huber School