Reading sports autobiographies
Fuzail Rashid
Subject Matter Expert
Summary
An accomplished and results-driven professional with over 5 years of experience at BT, specializing in the Technical Support Chat department. Currently serving as a Subject Matter Expert (SME) for the past 2.5 years, I have developed a deep understanding of technical troubleshooting, customer service excellence, and team development. Known for consistently achieving First Contact Resolution (FCR), driving performance improvements, and mentoring colleagues to reach their potential. My passion lies in empowering teams to perform at their best, ensuring compliance, and delivering top-tier customer service. I am now looking to leverage my expertise and leadership skills in a Team Leader role to inspire, guide, and develop my colleagues while continuing to deliver exceptional results for BT.
Overview
7
7
years of professional experience
2019
2019
years of post-secondary education
Work History
Subject Matter Expert
BT
02.2022 - Current
- Lead a team of customer service guides by providing subject matter expertise, troubleshooting support, and ensuring consistent delivery of superior customer service
- Serve as the escalation point for complex technical issues, successfully preventing P1 escalations and guiding the team in resolving high-priority customer queries
- Develop and deliver training sessions for new hires, ensuring a smooth transition into the role and boosting team performance and confidence
- Regularly analyze team performance data and provide actionable insights to improve efficiency, adherence to processes, and customer satisfaction
- Recognized for consistently delivering outstanding First Contact Resolution (FCR) and driving continuous improvement in operational standards
- In the absence of Team leader, stepped in and managed shrinkage and adherence and ensured that all of team's requirements are being addressed.
Customer Service Guide
BT
06.2020 - 02.2022
- Provided high-quality, prompt, and effective customer service via BT's chat platform, handling technical issues, service inquiries, and troubleshooting
- Met and surpassed FCR and NPS targets, significantly reducing repeat contacts and enhancing customer satisfaction
- Collaborated with management to identify and implement process improvements that resulted in faster resolution times and better customer outcomes
- Ensured strict compliance with company policies, maintaining service quality across every customer interaction
Customer Support
BT
10.2019 - 06.2020
- Delivered exceptional support to customers during the BT Home Connections process, resolving installation and connection issues efficiently
- Worked closely with cross-functional teams to improve service delivery and streamline the connection process, resulting in enhanced customer experiences
QA for Medical Braces Process
SDL
11.2017 - 02.2019
- Conducted call audits and quality checks to ensure compliance with industry regulations and internal processes for medical braces services
- Provided constructive feedback to improve performance, focusing on key areas such as compliance, customer interaction, and issue resolution
- Worked collaboratively with management to identify trends and process improvements to enhance overall quality and customer satisfaction
Education
Bachelor's Degree - Honours
University of Calcutta
ISC - undefined
Albany Hall Public School
ICSE - undefined
Albany Hall Public School
Skills
Leadership & Team Development: Passionate about empowering team members and fostering a collaborative environment where every guide can thrive
Continuous Improvement: Data-driven approach to performance analysis, identifying opportunities for process optimization and increasing team efficiency
Coaching & Training: Experienced in mentoring and guiding teams, focusing on both technical product knowledge and customer service skills
Escalation Management: Skilled at handling escalations, preventing potential issues from escalating to P1, and maintaining customer trust
Process Compliance: In-depth knowledge of BT’s policies and processes, with a strong focus on ensuring all team members adhere to company standards
Leadership & Team Development: Passionate about empowering team members and fostering a collaborative environment where every guide can thrive
Accomplishments
- Brilliant Rating (2x): Awarded the Brilliant Rating twice in recognition of outstanding performance and consistent delivery of exceptional customer service.
- “Just to Say” Recognition: Honored with multiple “Just to Say” awards for consistently going above and beyond to support colleagues and customers.
- Trainer and Mentor: Delivered training sessions to onboard and coach new hires, enabling them to adapt quickly and perform at high standards from day one.
- Proactive Planning: Anticipated upcoming sports events that could drive high customer volumes, ensuring the team was adequately prepared for peak times.
- Consistent FCR Success: Achieved consistent high scores for First Contact Resolution, effectively resolving customer issues at the first point of contact, minimizing the need for follow-ups.
Additional Assignments
* Took the initiative to conduct sessions with new guides/trainees and guide them through the process while inculcating the best floor practices.
* Guided and mentored three guides who were in billing support and ensured that their transition as a BT technical support advisor was smooth.
* Provided feedback/clarity on any sporting-related events which are driving volume, and if our stakeholders needed some feedback on what we can do to further support our customers.
* Helped provide insight on case summarization, suggestions have been shared with the designing team to see if they could be implemented and make our guides' journey on chat easier.
Interests
Watching Cricket, wwe
Playing cricket
Timeline
Subject Matter Expert
BT
02.2022 - Current
Customer Service Guide
BT
06.2020 - 02.2022
Customer Support
BT
10.2019 - 06.2020
QA for Medical Braces Process
SDL
11.2017 - 02.2019
ISC - undefined
Albany Hall Public School
ICSE - undefined
Albany Hall Public School
Bachelor's Degree - Honours
University of Calcutta