Javed Khan
Dombivali
Summary
Highly motivated and experienced professional worked as Cashier in UAE at Dubai Port World (DP World) as well as Sr. Customer Service Chat Representative to utilize my excellent customer service skills, diverse experience in event management, technical chat support for American customers, and customer support and sales expertise in the telecommunications and event industry. As a dedicated and results-oriented individual, my goal is to contribute my knowledge and skills to ensure exceptional customer experiences, drive sales growth, and uphold the reputation of the organization as a leading service provider.
Expertise paired with outstanding time management and multitasking skills. Diligent team member with many years of experience helping customers with returns and refunds and resolving common complaints. Enthusiastic and friendly team player dedicated to maintaining positive attitude focused on customer satisfaction.
Overview
10
10
years of professional experience
Work History
Sr. Customer Service Associate Data (Chat)
Teleperfomance Global Business
Mumbai
08.2024 - Current
- Followed up with customers to gain feedback regarding company products and services.
- Implemented company processes to effectively resolve customer service issues.
- Updated customer information into account databases for future use.
- Processed customer account changes with proprietary software.
- Utilized a variety of software applications to respond quickly to customer queries.
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Determined accurate prices for customer services, consistently searching for deals and best prices.
- Educated customers about products, pricing and policies to address and resolve issues.
- Contributed ideas at monthly team meetings regarding ways to improve overall customer satisfaction levels.
- Created reports summarizing customer feedback data for review by senior management team members.
Sr. Associate Operations
WNS Global Services Pvt. Ltd
Mumbai
08.2023 - 04.2024
- British Gas Centrica (Chat)
- Participated in credit and collections activities.
- Maintained responsibility for all inquiries, concerns and complaints, resolving matters effectively and to satisfaction of customers.
- Encouraged and improved cross-department internal communication.
- Resolved customer inquiries in a timely manner while adhering to service level agreements.
- Provided direction and guidance to junior associates on complex tasks.
- Managed team resources, including assigning tasks, monitoring progress, and ensuring deadlines were met.
- Maintained positive working relationship with fellow staff and management.
Team Leader
Dubai Port World (UAE) BoxCare Department
11.2020 - 12.2022
- Created plans to propose solutions to problems related to efficiency, costs or profits.
- Offered training and support to keep team members motivated and working toward objectives.
- Allocated resources effectively to ensure project completion within deadlines and budget.
- Promoted to leadership position in recognition of strong work ethic and provided exceptional customer service.
- Maintained a positive work environment that promoted collaboration between team members.
- Led a team of XX individuals in achieving quarterly sales targets, exceeding goals.
- Oversaw training and development programs to enhance team skills and knowledge.
- Identified areas for improvement, narrowing focus for decision-makers in making necessary changes.
- Established clear expectations for employees, providing guidance when needed.
- Conducted regular performance evaluations, providing constructive feedback and personalized coaching.
- Ensured compliance with all safety regulations in the workplace.
- Maintained open lines of communication with senior management, reporting team progress and challenges.
- Provided coaching and feedback on employee performance, encouraging professional development.
- Facilitated team meetings to discuss targets, strategies, and address any issues.
Sr. Customer Service Chat Support
Capita India Pvt. Ltd
12.2016 - 10.2019
- Handled customer inquiries and provided excellent customer support for O2 network provider, resolving issues and answering questions about services and products
- Achieved sales targets by effectively promoting O2 network plans, devices, and additional services
- Demonstrated product knowledge and upselling skills to maximize revenue while ensuring customer needs were met
- Collaborated with the sales team to develop strategies for improving customer satisfaction and increasing sales
- Received positive feedback from customers for excellent service
- Determined accurate prices for customer services, consistently searching for deals and best prices.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
Sr. AT&T – Technical Chat Support
Sutherland Global Services
02.2015 - 10.2016
- Provided top-notch customer service through chat support, assisting American clients with various inquiries and technical issues
- Utilized excellent communication and problem-solving skills to ensure customer satisfaction and resolve issues promptly
- Demonstrated proficiency in handling multiple chat conversations while maintaining a high level of accuracy and attention to details
Education
BMM (Batchelor of Mass Media) - Social Media Marketing
Tilak Jr. College, Mumbai University
Navi Mumbai08-2012
Skills
- Exceptional customer service skills with a focus on building positive customer relationships
- Proficient in providing technical support and troubleshooting software and hardware issues
- Strong multitasking abilities and the ability to handle multiple chat conversations simultaneously
- Excellent verbal and written communication skills
- Detail-oriented and committed to maintaining a high level of accuracy
- Proficient in using chat support software and other relevant tools
- Experienced in event management and coordination
- Familiarity with US & UK customer service culture and expectations
Language
English, Hindi
Timeline
Sr. Customer Service Associate Data (Chat)
Teleperfomance Global Business
08.2024 - Current
Sr. Associate Operations
WNS Global Services Pvt. Ltd
08.2023 - 04.2024
Team Leader
Dubai Port World (UAE) BoxCare Department
11.2020 - 12.2022
Sr. Customer Service Chat Support
Capita India Pvt. Ltd
12.2016 - 10.2019
Sr. AT&T – Technical Chat Support
Sutherland Global Services
02.2015 - 10.2016
BMM (Batchelor of Mass Media) - Social Media Marketing
Tilak Jr. College, Mumbai University