Playing Cricket
Hi, I’m
Mohamed Zahid Khan
Customer Service Specialist
Bengaluru
Wanderer, there is no path, the path is made by walking.
Antonio Machado
Summary
Customer Excellent service with over 5 years of successful experience in Ace customer handlings skills and Problem solving capabilities . Recognized consistently for performance excellence and contributions to success in Customer satisfaction industry. Strengths in understanding the customer’s sentiments and providing on time resolution backed by training in Cx expertise.
Overview
7
years of professional experience
17
years of post-secondary education
5
Languages
Work History
RipplingBengaluru
Customer Service Associate
05.2021 - 06.2022
Job overview
- Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Helped streamline repair processes and update procedures for support action consistency.
- Identified issues, analyzed information and provided solutions to problems.
- Conducted research, gathered information from multiple sources and presented results.
- Maintained excellent attendance record, consistently arriving to work on time.
- Developed and maintained courteous and effective working relationships.
PhonePeBengaluru
Senior Customer Experience Specialist
12.2019 - 03.2021
Job overview
- Directed incoming calls to internal personnel and departments, routing to best-qualified department.
- Educated customers about billing, payment processing and support policies and procedures.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
- Implemented and developed customer service training processes.
- Followed up with customers about resolved issues and completed the tasks and sent for Csat to maintain high standards of customer service.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Responded to customer requests for products, services and company information.
- Facilitated inter-departmental communication to effectively provide customer support.
- Met all customer call guidelines including service levels, handle time and productivity.
- Optimized customer support by establishing collaborative service environment.
- Maintained up-to-date knowledge of product and service changes.
- Promptly responded to inquiries and requests from prospective customers.
SwiggyBengaluru
Customer Escalation Specialist
01.2019 - 10.2019
Job overview
- Trained new personnel regarding company operations, policies and services.
- Maintained up-to-date knowledge of product and service changes.
- Promptly responded to inquiries and requests from prospective.
- Directed incoming calls to internal personnel and departments, routing to best-qualified department.
- Communicated with vendors regarding back order availability, future inventory and special orders.
- Implemented and developed customer service training processes.
- Facilitated inter-departmental communication to effectively provide customer support.
- Met all customer call guidelines including service levels, handle time and productivity.
Homes R UsAbu Dhabi
Sales and Customer Service Manager
08.2018 - 01.2019
Job overview
- Listened to customer needs and desires to identify and recommend optimal products.
- Discussed service with customers, outlined restrictions and educated on policies.
- Assisted customers with signing up for store loyalty programs and provided details about key benefits.
- Provided exceptional services and pleasant shopping experiences to retail customers.
- Checked prices for customers and processed items sold by scanning barcodes.
- Helped customers complete purchases, locate items and join reward programs to promote loyalty, satisfaction and sales numbers.
- Created inviting environment for customers by maintaining store organization and cleanliness.
- Managed efficient cash register operations, including scanning items, processing payments and issuing receipts.
- Worked with diligence to regularly meet or exceed special targets, including credit card applications, special donations and specific product promotions.
- Assisted customers with locating and choosing merchandise in any store department.
- Maintained up-to-date knowledge of store sales, payment policies and security standards.
Aegis PVT LTDBengaluru
Customer Service Representative
01.2017 - 04.2018
Job overview
- Provided follow through on all calls with confirmations and dissemination of requested information.
- Suggested various packages and amenities to guests, helping each find perfect accommodations to fit personal needs.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Informed clients of essential travel information, such as travel times, transportation connections, medical and visa requirements to facilitate quality service.
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
InfosysBengaluru
Customer Service Associate
09.2015 - 12.2016
Job overview
- Surpassed performance goals by approaching all interactions with resourcefulness, organization and customer-centric solutions.
- Offered internal and external customers first-rate customer service to maximize satisfaction and business success.
- Achieved and consistently exceeded revenue quota through product and service promotion during routine calls.
- Carried out opening and closing functions to meet operational needs underpinning strong customer service.
- Minimized losses by accomplishing 85% sales recovery.
- Oversaw operations of mortgage lending office, including sales, processing, underwriting, and closing services.
- Planned and dealt with payment schedules.
RipplingBengaluru
Customer Service Associate
05.2021 - 06.2022
Job overview
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Informed customers about special promotions and provided detailed information for various products.
- Developed and actualized customer service initiatives to decrease wait times.
- Responded to customer chats and emails to answer questions about products and services.
- Maintained up-to-date knowledge of product and service changes.
- Developed and updated databases to handle customer data.
- Responded proactively and positively to rapid change.
Education
ST. Ann’s High SchoolBengaluru
Karnataka Secondary Examination Board
05.1996 - 04.2007
K.L.EBengaluru
Pre-university Education Board from Per-University
06.2008 - 04.2011
PES University Bengaluru
BA-IHA from Bachelor of Arts in International Hospitality Adm
05.2012 - 06.2015
Skills
Customer service experience
Customer service specialist
Customer experience management
Customer experience
Customer relations specialist
Customer focused-service
Purchasing experience
Turnaround experience
Negotiation
Quality assurance
Cross-functional team collaboration
Account management
Key holder experience
Complaint resolution
CRM
POS systems expert
Retail store support
Interests
DJ
Listening to Music
Football
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Customer Service Associate
Rippling
05.2021 - 06.2022
Customer Service Associate
Rippling
05.2021 - 06.2022
Senior Customer Experience Specialist
PhonePe
12.2019 - 03.2021
Customer Escalation Specialist
Swiggy
01.2019 - 10.2019
Sales and Customer Service Manager
Homes R Us
08.2018 - 01.2019
Customer Service Representative
Aegis PVT LTD
01.2017 - 04.2018
Customer Service Associate
Infosys
09.2015 - 12.2016
PES University
BA-IHA from Bachelor of Arts in International Hospitality Adm
05.2012 - 06.2015
K.L.E
Pre-university Education Board from Per-University
06.2008 - 04.2011
ST. Ann’s High School
Karnataka Secondary Examination Board
05.1996 - 04.2007