Firdos Ahmad
Customer Service and Sales
Vill
Summary
- ABOUT ME "Friendly customer service professional committed to providing high-quality service and developing customer relationships. Offering excellent interpersonal skills and knowledge of conflict resolution to lead a team of other customer service representatives.
- Understanding of office operations
- Quality procedures understanding.
- Very much familiar with MS Office Suite
- Documentation processing.
- Precise knowledge of all aspects of engineering construction.
- Problem Solving and decision making abilities.
- Hard worker.
- Various accounting software as tally, web express (ERP Based), SAP etc.
- Adaptable and able to quickly learn new systems and procedures. Product Knowledge Customer Needs Analysis Self Motivation Increasing Customer Lifetime Value (CLV) Reducing Customer Acquisition Cost (CAC) CRM Software
Overview
7
7
years of professional experience
6
6
years of post-secondary education
Work History
SKILLS , TEAM
LEAD
03.2019 - 06.2021
- • Manage team performance and responsible for the overall development of the team.
- • Allocating jobs and workloads to individual staff members based on their ability.
- • Make sure, all tasks given to staff are done on time and to the required standard.
- • Handle escalated customer calls and guide/assist the agents to take calls in premium queue and use of customer service tools
- • Highlighting issue to the Client so that customer issue gets reduce.
- • Identifying the repeat customer and helping associate to provide the best resolution to the customer. KRA To manage the Shrinkage, Attrition, Quality and TAT
- Proven ability to learn quickly and adapt to new situations
- Paid attention to detail while completing assignments
- Completed paperwork, recognizing discrepancies and promptly addressing for resolution
- Identified issues, analyzed information and provided solutions to problems
- Demonstrated respect, friendliness and willingness to help wherever needed
- Assisted with day-to-day operations, working efficiently and productively with all team members
- Skilled at working independently and collaboratively in a team environment
- Acted as a team leader in group projects, delegating tasks and providing feedback
- Met strict deadlines under pressure without compromising quality or accuracy in completed projects
IKON, Vodafone
New Delhi
09.2017 - 02.2019
- Manage team performance and responsible for the overall development of the team
- Allocating jobs and workloads to individual staff members based on their ability
- Make sure, all tasks given to staff are done on time and to the required standard
- Handle escalated customer calls and guide/assist the agents to take calls in premium queue and use of customer service tools
- Highlighting issue to the Client so that customer issue gets reduce
- Identifying the repeat customer and helping associate to provide the best resolution to the customer
- KRA To manage the Shrinkage, Attrition, Quality and TAT
- SME (Subject Matter Expert), Awarded Best SME of the Year, 2018
- Manage team performance and responsible for the overall development of the team
- Allocating jobs and workloads to individual staff members based on their ability
- Make sure, all tasks given to staff are done on time and to the required standard
- Handle escalated customer calls and guide/assist the agents to take calls in premium queue and use of customer service tools.
TSO, Canterburg, PIRAMAL HELTHCARE
New Delhi
01.2014 - 04.2015
- Managed and Developed Business for OTC Products Designing & implementing marketing plans for augmenting business volume by enhancing brand visibility & recall
- Ensuring continuous development of assigned area and adding new outlets
- Responsible for making various reports related to Invoicing, Redistribution and Stock Management.
Education
Bachelor of Arts - Political Science
Jharkhand Academic Council
Jharkhand 05.2010 - 08.2013
Intermediate -
Jharkhand Academic Council Ranchi
Jharkhand 05.2008 - 04.2010
High School Diploma -
Jharkhand Academic Council Ranchi
Jharkhand 04.2007 - 04.2008
Skills
Understanding of office operationsundefined
Timeline
SKILLS , TEAM
LEAD
03.2019 - 06.2021
IKON, Vodafone
09.2017 - 02.2019
TSO, Canterburg, PIRAMAL HELTHCARE
01.2014 - 04.2015
Bachelor of Arts - Political Science
Jharkhand Academic Council
05.2010 - 08.2013
Intermediate -
Jharkhand Academic Council Ranchi
05.2008 - 04.2010
High School Diploma -
Jharkhand Academic Council Ranchi
04.2007 - 04.2008
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