Overview
Work History
Summary
Skills
Education
Work Availability
Accomplishments
Certification
Software
Languages
Timeline
Generic
MOHAMMAD HARIS

MOHAMMAD HARIS

New Delhi

Overview

16
16
years of professional experience
6
6
years of post-secondary education

Work History

Senior Customer Care Officer

Convergys India Pvt Ltd
Gurgaon
10.2008 - 09.2011
  • Company Overview: Worked for ORANGE COMMUNICATIONS UK for activation of sim cards and mobile number portability
  • Resolving the queries of customers and providing them with a solution on first call
  • Demonstrated strong interpersonal skills by building relationships with customers and providing excellent customer service
  • Collaborated with marketing and product teams to develop effective strategies and campaigns to drive customer engagement and sales
  • Worked for ORANGE COMMUNICATIONS UK for activation of sim cards and mobile number portability

Resident Expert

Encore Capital Group
Gurgaon
09.2011 - 03.2020
  • Third Party B2C Collections of various US banks credit card accounts
  • Contact consumers who are behind on payments and establish repayment plans
  • Also, research debtors to find new contact information
  • Manage a portfolio of accounts, keeping track of assigned accounts and identifying outstanding debts
  • Negotiate available payment options
  • Negotiate partial payments, payoff deadlines, and payment plans
  • Establish and maintain strong connections with consumers
  • Investigate and resolve discrepancies in payments or accounts
  • Identify gaps in the system and recommend solutions

Team Lead

Guardian World Health
New Delhi
12.2021 - 02.2024
  • Handling a team of B2C patient care coordinators to book, cancel and reschedule the appointments for patients of LOCICERO MEDICAL GROUP TAMPA FL USA
  • Defining and communicating clear goals that align with the organization's vision
  • Ensuring team members understand their responsibilities and how they fit into the team structure
  • Tracking progress, identifying issues, and taking action to address them
  • Mediating and resolving issues to foster a positive work environment
  • Helping team members achieve their personal and professional goals
  • Reporting team progress to stakeholders and higher-ups
  • Providing guidance, coaching, and development opportunities to help team members grow

Senior Customer Service Associate

Firstsource Solutions Pvt Ltd
Mumbai
02.2024 - 11.2024
  • B2C First Party Collections on AMERICAN EXPRESS Credit Cards
  • Ensuring targets are met on a monthly basis
  • Compliance with the Federal Debt Collections Practices Act
  • Contact consumers who are behind on payments and establish repayment plans
  • They may need to research debtors to find new contact information
  • Manage a portfolio of accounts, keeping track of assigned accounts and identifying outstanding debts
  • Negotiate partial payments, payoff deadlines, and payment plans
  • They may also negotiate updated payment options
  • Establish and maintain strong connections with their consumers

Summary

Resolution-minded CUSTOMER SERVICE EXPERT with 16 years of experience solving complex product defects, refunds and stock deficiencies. Team-oriented supervisor motivating employees to take ownership of respective roles. Service-desk specialist handling large volumes of guests with professionalism and enthusiasm.

Knowledgeable and dedicated customer service professional with extensive experience in CUSTOMER SERVICE, US COLLECTIONS AND US HEALTHCARE industries. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.

Skills

  • Interpersonal communication
  • Customer service
  • Complaint handling
  • Live chat support
  • Sales
  • Inter-departmental collaboration
  • CRM software
  • Interpersonal communications
  • Email etiquette
  • Business writing
  • Conflict resolution
  • Multi-line telephones
  • Escalation problem-solving
  • Customer relations
  • Telephone etiquette
  • Company branding
  • Staffing oversight

Education

BACHELOR OF COMMERCE - BUSINESS MANAGEMENT, STRATEGIC MANAGEMENT, CUSTOMER RELATIONSHIP MANAGEMENT.

ZAKIR HUSAIN COLLEGE
NEW DELHI
04.2000 - 04.2003

MBA - INTERNATIONAL BUSINESS

WIGAN AND LEIGH COLLEGE
NEW DELHI
04.2005 - 03.2008

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Accomplishments

  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Resolved product issue through consumer testing.
  • Supervised team of 14 staff members.
  • Collaborated with team of 14in the development of DEBT COLLECTION RECOVERY.
  • Achieved 10% PRODUCTIVITY by completing PROBABLE CUSTOMER CALLING with accuracy and efficiency.

Certification

  • BEST AGENT OF THE YEAR, CONVERGYS INDIA PVT LTD - 2010
  • [Area of certification] Training - [Timeframe]
  • Certified RESIDENT EXPERT , ENCORE CAPITAL GROUP - 2013 - 2020

Software

MICROSOFT EXCEL

CRM SOFTWARE

MICROSOFT 360

CITRIX TECHNOLOGIES

Languages

English
Bilingual or Proficient (C2)
Hindi
Bilingual or Proficient (C2)
Urdu
Bilingual or Proficient (C2)

Timeline

Senior Customer Service Associate

Firstsource Solutions Pvt Ltd
02.2024 - 11.2024

Team Lead

Guardian World Health
12.2021 - 02.2024

Resident Expert

Encore Capital Group
09.2011 - 03.2020

Senior Customer Care Officer

Convergys India Pvt Ltd
10.2008 - 09.2011

MBA - INTERNATIONAL BUSINESS

WIGAN AND LEIGH COLLEGE
04.2005 - 03.2008

BACHELOR OF COMMERCE - BUSINESS MANAGEMENT, STRATEGIC MANAGEMENT, CUSTOMER RELATIONSHIP MANAGEMENT.

ZAKIR HUSAIN COLLEGE
04.2000 - 04.2003
MOHAMMAD HARIS