Mohamed Salman
Bengaluru
Summary
Customer Service Representative experienced in sales, technical support, and customer care. Delivered exceptional service through effective conflict resolution and analytical skills, fostering positive customer relationships. Committed to contributing integrity and leadership to enhance organizational success in high-pressure environments.
Overview
8
8
years of professional experience
Work History
KYC remediation officer
Mashreq global service
Bangalore
03.2021 - Current
- Implemented process improvements to increase customer satisfaction rates.
- Managed daily operations to support timely service delivery.
- Coordinated interdepartmental communication to streamline workflow.
Marketing Executive
I global bags
Bangalore
07.2018 - 08.2020
- Developed marketing campaigns that increased brand visibility and boosted customer engagement.
- Coordinated social media strategies for successful product launches and events.
- Analyzed market trends to refine promotional activities and optimize product positioning.
Senior Sales Executive
IDFC first bank
Bangalore
01.2019 - 01.2020
- Built strong client relationships, increasing customer satisfaction and loyalty.
- Collaborated with cross-functional teams to streamline sales processes, resulting in improved efficiency.
- Conducted market research to uncover new business opportunities and emerging trends.
Senior Customer Service Executive
Concentrix
Bangalore
01.2018 - 05.2018
- Promoted to Senior Customer Service Executive position in 12 months.
- Received an average 87% customer satisfaction rating to date, 20% higher than company average.
- Handled 70+ calls daily, retrieving customer data, presenting product information, cancelling services, upselling, and tracking previous interactions and follow-ups.
- Managed escalations effectively, ensuring resolution with empathy and customer satisfaction.
- Suggested a new tactic to persuade cancelling customers to stay with the company, resulting in a 5% decrease in cancellations.
- Trained new employees in how to use Genesys, iLeverage, handling customer PII (Personally identifiable information) data and organizing customer interaction logs.
- Processing business query emails and performing outbound calls and make sure to achieve targets set by the management.
- Identified and analyzed customer issues, delivering tailored solutions to enhance customer experience.
- Escalation Management
- Excellent Communication Skills
- ILeverage
- Genesys
- EMPLOYEE OF THE MONTH
- September 16 / Concentrix.
Education
Bachelors - Business Management
Bangalore University
Bangalore, IndiaSkills
- Customer service
- Sales
- Tech support
- Customer care
- Customer service software
- Conflict resolution
- Analysis
- Positive attitude
- KYC compliance
- Risk assessment
- Customer engagement
- Customer relationship management
- Problem solving
- Escalation management
Websites
Hobbies and Interests
- Running
- Cycling
Languages
- Hindi
- Tamil
- Urdu
- English
- Hindi
- Tamil
- Urdu
Personal Information
- Age: 27
- Nationality: Indian
- Marital Status: Single
Timeline
KYC remediation officer
Mashreq global service
03.2021 - Current
Senior Sales Executive
IDFC first bank
01.2019 - 01.2020
Marketing Executive
I global bags
07.2018 - 08.2020
Senior Customer Service Executive
Concentrix
01.2018 - 05.2018
Bachelors - Business Management
Bangalore University