Mohammed Sohel
Hyderabad
Summary
Results-driven customer service professional with 13 years in technical support and financial services. Skilled in resolving complex client issues, delivering floor support, and training staff in high-volume environments. Committed to enhancing customer satisfaction and operational efficiency.
Overview
16
16
years of professional experience
Work History
Customer Service Analyst
Automatic Data Processing (ADP)
Hyderabad
11.2018 - Current
- Managed 60+ client interactions daily, driving engagement and satisfaction.
- Resolved 95% of cases within service level agreements, enhancing efficiency.
- Delivered customer satisfaction rates exceeding 95%, reinforcing client loyalty.
- Maintained 98% quality compliance through rigorous monitoring and evaluation.
- Improved turnaround time by 20%, streamlining operational processes.
- Analyzed performance and quality metrics, driving continuous improvement initiatives.
- Mentored 15+ new associates, enhancing team capabilities and performance.
- Collaborated with cross-functional teams to improve project outcomes and deliverables.
Customer Care Executive
HSBC
Hyderabad
01.2015 - 09.2018
- Assisted over 60 customers daily, providing exceptional service and support.
- Achieved 95% first-contact resolution rate, enhancing customer satisfaction.
- Maintained 98% accuracy in transaction processing through meticulous attention to detail.
- Exceeded monthly productivity goals consistently, demonstrating commitment to performance.
- Processed customer requests within service level agreements to ensure timely responses.
- Promoted banking products and services effectively, boosting sales initiatives.
- Handled complaint resolution efficiently, fostering positive client relationships.
- Updated CRM records accurately to maintain data integrity and compliance.
Resolution Expert
Dell International Service India
Hyderabad
05.2010 - 01.2012
- Resolved over 20 technical cases daily, achieving 92% first-call resolution rate.
- Maintained over 98% SLA compliance through effective case management.
- Diagnosed hardware and software issues to facilitate timely resolutions.
- Performed remote troubleshooting to assist global customers efficiently.
- Escalated complex technical cases to appropriate teams for advanced support.
- Reduced repeat incidents by 20% through thorough documentation of technical resolutions.
- Consistently maintained customer satisfaction at 95% or higher.
Education
B.Com - Bachelor of Commerce
Delhi University
01-2011
Intermediate - BPC
Gowtham Junior College
Hyderabad01-2003
High School Diploma -
Adarsh Vidyalaya High School
Hyderabad01-2000
Skills
- Customer management
- Escalation management
- Service quality management
- Resolution strategies
- Process improvement
- Stakeholder engagement
- CRM proficiency
- Microsoft Office proficiency
- Problem-solving methodologies
- Time management skills
- Cross-functional collaboration
- Conflict resolution
Languages
English
Upper Intermediate (B2)
B2
Hindi
Upper Intermediate (B2)
B2
Urdu
Upper Intermediate (B2)
B2
Telugu
Upper Intermediate (B2)
B2
Timeline
Customer Service Analyst
Automatic Data Processing (ADP)
11.2018 - Current
Customer Care Executive
HSBC
01.2015 - 09.2018
Resolution Expert
Dell International Service India
05.2010 - 01.2012
B.Com - Bachelor of Commerce
Delhi University
Intermediate - BPC
Gowtham Junior College
High School Diploma -
Adarsh Vidyalaya High School