LATHIF ABDUL
Team Leader
BENGALURU
Summary
Highly motivated professional with a diploma in Electrical & Electronics Engineering (E&EE) and extensive experience in customer service and team leadership. Skilled in handling escalations, analyzing customer data, and effectively managing teams to ensure exceptional service delivery. Demonstrated ability to build and lead high-performing teams in startup environments, setting targets, and consistently meeting key performance indicators (KPIs). Possesses strong problem-solving skills and a genuine passion for continuous learning.
Overview
6
6
years of professional experience
2
2
Languages
Work History
Team Leader
Newme
04.2023 - Current
- Successfully built and currently lead a 15-member customer support team from scratch.
- Manage customer queries via calls, ensuring timely resolution.
- Set targets for the team and monitor performance to align with company KPIs.
- Analyze customer interaction metrics to enhance service efficiency.
- Develop strategies to improve customer satisfaction and operational efficiency
Senior Customer Delight Executive
JUMBOTAIL TECHNOLOGY PVT LTD
05.2022 - 01.2023
- Handling customer escalations, understand their problems and getting them solved
- Insights and Analysis: Use tools to analyse customer data and provide insights on
- Cross-team Interactions: Interact with the concerned teams to ensure all grievances are addressed within SLAs, and future instances of the same kind of escalations are minimized
- Handling critical concerns of customer and providing on call resolution
Customer Support Executive
MOJOCARE (ALPHA CARE PVT. LTD)
09.2021 - 03.2022
- Customer point of contact for process-related queries
- Taking inbound and making outbound calls to patients for providing support on products and services
- Soft sales pitching for clients who are happy with the products and services
- Retaining clients on pre-closure of the services
- Handling high-level escalations and providing end-to-end resolution
- Replying through mail to patients with any queries related to the product and addressing the patient with a documented resolution
- Handle all customer queries and complaints raised on social media platforms such as (Facebook, Instagram, LinkedIn, Twitter)
- Connect with the customers through calls/E-Mail/Social Media platforms to provide the best possible resolution
- Understand the customer grievances and provide appropriate resolution on Fresh desk (FD) Tickets
- Solving customer issues & complaints in close coordination with other departments
- Provide resolution within the framed timelines
Customer Experience Executive
RENTOMOJO (EDUNETWORK PVT. LTD.)
01.2019 - 09.2021
- Customer point of contact for process-related queries and assistance on unresolved concerns
- In order to maintain the healthy experiences of users
- Generating revenue for the company by taking care of sales and closures
- Resolving customer queries and concerns received related to the settlement of funds
- Keeping tab on Concerns raised through social media platforms and providing the required assistance
- (Twitter, Facebook, Instagram, LinkedIn)
- Proactively asking customers about their current experiences and convincing them for rating services on social media platforms
- Retaining Existing customer's going ahead with Pre-closure by providing Knowledge on what are the benefits they are missing out
- Maintaining the user base count high for the company
- Making sure that each user pays their due amounts on time by providing service if required or even by proactively reminding via calls and emails
- Making sure that the paid percentage of the company user base doesn't hit down
- Handling critical concerns of customers and providing on call resolution
- Handling future escalating concerns of customers
Education
DEGREE TITLE - ELECTRICAL AND ELECTRONICS ENGG
PVP POLYTECHNIC
SCHOOL - Completed Matriculation
VLS VIDYA SAGARA HIGH SCHOOL
Skills
Leadership & Team Management
Customer Service & Support
Escalation Handling
Performance Monitoring & KPI Management
Process Improvement
Data Analysis & Reporting
Microsoft Office (Excel, PowerPoint, Word)
Time Management & Communication
Data management
Personal Information
- Date of Birth: 03/21/98
- Marital Status: Single
Timeline
Team Leader
Newme
04.2023 - Current
Senior Customer Delight Executive
JUMBOTAIL TECHNOLOGY PVT LTD
05.2022 - 01.2023
Customer Support Executive
MOJOCARE (ALPHA CARE PVT. LTD)
09.2021 - 03.2022
Customer Experience Executive
RENTOMOJO (EDUNETWORK PVT. LTD.)
01.2019 - 09.2021
DEGREE TITLE - ELECTRICAL AND ELECTRONICS ENGG
PVP POLYTECHNIC
SCHOOL - Completed Matriculation
VLS VIDYA SAGARA HIGH SCHOOL