Hussain A. Gheewala
Calgary ,Canada
Summary
Customer Experience Specialist with international experience spanning Canada and India, with domain expertise in BFSI, telecommunications, and logistics. Demonstrated success in Customer service, driving operational excellence, and elevating customer satisfaction (CSAT), Net Promoter Scores (NPS), and First Contact Resolution (FCR). Skilled in quality assurance, performance management, conflict resolution, and CRM platforms including Zendesk, Salesforce, and Avaya. Adept at aligning service delivery with strategic business goals through process optimization and cross-functional collaboration. I possess a global outlook, multicultural adaptability, and a commitment to delivering measurable business impact.
Overview
5
5
years of professional experience
2
2
years of post-secondary education
Work History
Lead Customer Associate
Sitel BPO
Ontario, Canada
02.2022 - 06.2023
- Resolved customer queries with 95% first-call resolution (FCR) by actively listening and applying product/process knowledge.
- Achieved CSAT (Customer Satisfaction) score of 90%+ consistently through prompt, personalized, and solutions-focused interactions.
- Provided product knowledge and technical troubleshooting support, increasing issue resolution rate by 30%.
- Handled a team of 20+ agents in real time further motivating to exceed performance expectation and resolve any challenges faced via providing one on one feedback or an appropriate resolution.
- Partnered with customer experience and sales teams to optimize turnaround time, improving processing efficiency by 30%.
- Lead Associate - Sitel BPO (Canada), Ontario
Customer Support Advisor
24/7 In Touch
Winnipeg
11.2018 - 02.2021
- Consistently met or exceeded performance metrics including SLA adherence, response time, and NPS.
- Handled real-time escalations and implemented customer satisfaction improvements.
- Customer Support Advisor - 24/7 In Touch, Winnipeg, Canada
Education
M.B.A. (Operations) (Canadian Equivalency certified by IQAS (Alberta) - Administration
Manav Bharti University
Himachal Pradesh 06.2012 - 06.2014
Skills
- Customer Service & Escalation Handling
- Quality Assurance
- CRM Tools (Zendesk, Salesforce)
- Operational Efficiency
- Conflict Resolution
- Customer relationship management
- Process optimization
- Escalation handling
- Team leadership
- Communication skills
- Time management
- Solution-focused interactions
Languages
English
Hindi
Gujarati
Timeline
Lead Customer Associate
Sitel BPO
02.2022 - 06.2023
Customer Support Advisor
24/7 In Touch
11.2018 - 02.2021
M.B.A. (Operations) (Canadian Equivalency certified by IQAS (Alberta) - Administration
Manav Bharti University
06.2012 - 06.2014