Gaffar Baig
Quality
Bengaluru,KA
Summary
Senior Customer Service Representative with proven expertise in enhancing service efficiency and customer satisfaction at Tech mahindra Proficient in CRM systems and effective communication, successfully led teams to resolve complex issues, resulting in improved service quality and response times. Achieved high customer satisfaction ratings through prompt resolutions and consistent availability, demonstrating strong problem-solving and active listening skills. Dedicated professional with extensive experience in delivering exceptional customer service and fostering positive relationships.
Overview
9
9
years of professional experience
1
1
Genisys droup
Work History
Quality Analyst
Tech Mahindra
Bangalore, India
06.2022 - 05.2025
- Analyzed quality and performance data to support operational decision-making.
SENIOR CUSTOMER SERVICE REPRESENTATIVE
GENISYS GROUP
Bangalore
10.2020 - 04.2021
- Led team of customer care representatives to deliver high-quality service and customer satisfaction.
- Managed inquiries through calls, chats, and emails while achieving service targets.
- Streamlined support processes, enhancing service efficiency and reducing response times.
- Resolved complex customer issues and escalations with timely and effective solutions.
- Trained new staff on tools, procedures, and customer service best practices.
- Collaborated with internal teams to address issues and ensure effective communication.
- Utilized CRM systems for tracking interactions and updating case statuses accurately.
- Developed knowledge base to facilitate quick and consistent customer responses.
CUSTOMER SERVICE REPRESENTATIVE
AMIR ARTS
Bangalore
03.2016 - 08.2020
- Company Overview: Business or Sector Transportation and storage | Department escalation
- Assisted customers by providing accurate information and resolving inquiries promptly to ensure satisfaction.
- Managed and resolved shipment processing issues with strong problem-solving skills and attention to detail.
- Verified debit and credit note transactions to maintain accuracy and compliance.
- Coordinated effectively with customers, carriers, agents, and stakeholders to ensure smooth and timely shipment processing.
- Responded quickly to calls, chats, and emails, maintaining high customer service standards.
- Processed orders and returns efficiently, ensuring on-time delivery and customer satisfaction.
- Developed and implemented customer feedback systems to enhance service quality.
- Utilized product knowledge to support customers and increase referrals.
- Acted as a liaison between customers and management, providing timely updates and feedback.
- Created and executed promotional campaigns to boost customer engagement.
Education
GRADUATE - Business, administration
Rabindranath Tagore University
Madhya Pradesh, India06.2021
Skills
- Microsoft Office Suite
- Social media management
- Customer relationship management
- Effective communication
- Order follow-up
- Task prioritization
- Digital literacy
- Data entry and management
- Work ethic
- Multi-tasking abilities
- Live chat support
- Team leadership skills
- Problem-solving techniques
- Active listening skills
- Query resolution expertise
- Lead generation strategies
- Telephone inquiry handling
- Call center operations experience
- Quality assurance controls
Languages
Mother tongue(s): HINDI, Other language(s):, ENGLISH, UNDERSTANDING: Listening C2, Reading C2, SPEAKING: Spoken production C2, Spoken interaction C2, WRITING: C2, Levels: A1 and A2: Basic user; B1 and B2: Independent user; C1 and C2: Proficient user
Hobbies and Interests
Travelling, Passionate about exploring new cultures, cuisines, and destinations, which enhances my global perspective and cultural awareness., Enjoy planning and organizing travel experiences., Traveling has strengthened my communication skills through interactions with people from diverse backgrounds., Use travel experiences to gain fresh inspiration and ideas, often bringing creative problem-solving approaches to professional settings., Embrace challenges while traveling, which builds resilience and flexibility—traits I apply in dynamic work environments.
Disclaimer
I hereby declare that the information provided above is true and correct to the best of my knowledge and belief. I take full responsibility for the accuracy of the details mentioned in this resume.
Timeline
Quality Analyst
Tech Mahindra
06.2022 - 05.2025
SENIOR CUSTOMER SERVICE REPRESENTATIVE
GENISYS GROUP
10.2020 - 04.2021
CUSTOMER SERVICE REPRESENTATIVE
AMIR ARTS
03.2016 - 08.2020
GRADUATE - Business, administration
Rabindranath Tagore University