Fiyaz Pasha
Manager - Customer Support | Manager - CX Design
Bengaluru,Karnataka
Summary
Having more than 15 years experience in the customer support industry and certified in six sigma. Proven track record in leading cross-functional teams, improving operational efficiency, and delivering cost-saving solutions. Have ability to identify business development opportunities & implement effective business strategies for accelerated growth, ensuring profitability targets are met at minimum cost & improving service standards. Possess strong analytical, communication skills along with problem solving abilities required for effective business growth within the organization. Excellent relationship management with key decision makers, competent in handling large teams for achieving business targets.
Overview
15
15
years of professional experience
3
3
years of post-secondary education
4
4
Languages
Work History
Manager
Flipkart
Bengaluru
04.2024 - Current
- Review and analyze current processes to identify inefficiencies, bottlenecks, or areas for improvement.
- Create visual representations (flowcharts, process maps) of existing processes and new process designs.
- Design streamlined processes that improve productivity, reduce costs, and ensure high-quality outcomes.
- Use methodologies like Lean, Six Sigma, or Kaizen to optimize processes.
- Customer first In exceptional scenarios I go above and beyond the laid process and turn customer pain points into a beautiful experience.
- Drive 24X7 customer support and ensure contacts coming from all channels including Chat, Email, Social Media and Cross Platform are handled and achieve key KPIs such as OCR, AHT, Chat,Repeat Rates, CSAT, RR, CTU and CPU
- Submit detailed RCA on highlight escalated cases including corrective and preventive actions.
- Monitor key CS metrics and identify underlying reasons in case of non-adherence to the KPI, further, work with respective teams and solve the problem
- Act as the point of contact between your company and the outsourced centers. Facilitate effective communication and problem resolution. Build and maintain strong cross-functional relationships to drive service initiatives and support broader business goals.
- Managed and motivated employees to be productive and engaged in work.
Assistant Manager, Customer Service|Process Design
Flipkart
Bangalore
04.2021 - 03.2024
- Identified the inefficiencies, implement Lean or Six Sigma methodologies to optimize processes, and reduce waste.
- Analyze existing processes, design new ones, implement process improvements.
- Ensured that processes meet predefined quality standards, monitored the outcomes, and implement corrective actions when necessary.
- Led the implementation of a new software system that streamlined operations, improving workflow efficiency by 20%.
Customer Service Team Lead
Flipkart
Bangalore
04.2018 - 03.2021
- Promoted to team lead of customer service for displaying outstanding enthusiasm and remaining calm in extremely trying situations.
- Developed innovative solutions to recurring customer issues, minimizing repeat calls and enhancing overall satisfaction levels.
- Increased first call resolution rates by developing comprehensive troubleshooting guides for representatives'' use.
- Increased team productivity by 25% by implementing performance metrics and incentivizing goal achievement
- "Led a team that maintained a 98% customer satisfaction rate, resolving over 90% of customer issues on the first contact.
Senior Customer Service Representative
Flipkart
Bangalore
05.2014 - 04.2018
- Mentored junior team members, contributing to their professional development and overall team success.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Consistently exceeded performance targets, earning recognition as a top-performing Senior Customer Service Representative on multiple occasions.
- Consistently exceeded personal KPIs, handling 20% more calls per shift than the team average and achieving a 90%+ customer satisfaction rating
Customer Support Executive
Mphasis
Bangalore
01.2011 - 01.2014
- Provided excellent customer service by efficiently resolving issues and responding to inquiries.
- Managed high-stress situations effectively while maintaining a calm demeanor and providing empathetic support to customers facing challenges or frustration.
- Streamlined support processes for faster resolution times and increased customer loyalty.
- Increased customer retention by 35% through effective follow-up and personalized customer interactions and by proactively addressing complaints, reducing the churn rate, and delivering tailored solutions.
Customer Support Executive
SPARSH BPO SERVICES LIMITED
Bangalore
11.2009 - 12.2010
- Improved customer satisfaction by efficiently addressing and resolving inquiries, concerns, and complaints.
- Listened to customers' questions and concerns to provide answers or responses.
- Provided excellent customer service by efficiently resolving issues and responding to inquiries.
- Managed high-stress situations effectively while maintaining a calm demeanor and providing empathetic support to customers facing challenges or frustration.
Education
Bachelor of Commerce - Accounting
Oceanik Institute Of Higher Education
Hebbal Bangalore 03.2019 - 07.2022
Skills
Awards
- Outstanding Performance Award, Flipkart India Pvt, 2023, Achieved for reducing repeat contacts by 50%, boosting one-touch resolution to 80%, and cutting operational costs by 25%, resulting in a higher CSAT score.
- Customer Excellence Award, Flipkart India Pvt, 2022, Recognized for implementing key process improvements, reducing non-value-add customer contacts by 20%, and increasing First Contact Resolution.
- Leadership Excellence Award, Flipkart India Pvt, 2021
- Six Sigma Project Completion Award, Flipkart India Pvt, 2020
Accomplishments
- Reduction of Repeat Contacts for Refund Journey – Reduced from 18% to 9% .
- ICR to OCR Project – Increased OCR from 62% to 75% by empowering agents with access.
- NVA Contacts Reduction – Reduced by 20% by ensuring only necessary customer interactions.
- One-Touch Resolution – Achieved 80% resolution for call types on the first contact.
- CS Imperfection Reduction – Brought down imperfections by 50% .
- Cost Improvement – Improved cost of doing business by 25% .
- CSAT Improvement -Increased CSAT from 75% to 88% by multiple interventions
- RR Improvement - Increased RR from a 65% to 80% through multiple initiatives
Timeline
Manager
Flipkart
04.2024 - Current
Assistant Manager, Customer Service|Process Design
Flipkart
04.2021 - 03.2024
Bachelor of Commerce - Accounting
Oceanik Institute Of Higher Education
03.2019 - 07.2022
Customer Service Team Lead
Flipkart
04.2018 - 03.2021
Senior Customer Service Representative
Flipkart
05.2014 - 04.2018
Customer Support Executive
Mphasis
01.2011 - 01.2014
Customer Support Executive
SPARSH BPO SERVICES LIMITED
11.2009 - 12.2010
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