MOHAMMAD HARIS
A 68/107 Johri Farm Noor Nagar extension Jamia Nagar extension, New Delhi
Summary
Dynamic customer service professional with extensive experience at Firstsource Solutions Pvt Ltd, excelling in CRM management and process improvement. Proven track record in enhancing customer satisfaction through effective communication and conflict resolution. Passionate about training teams and leveraging data analysis to drive service excellence and operational efficiency.
Overview
16
16
years of professional experience
Work History
Senior Customer Care Associate
Firstsource Solutions Pvt Ltd –
Mumbai
02.2024 - 11.2024
- Provided exceptional customer support through various communication channels.
- Resolved customer inquiries and issues efficiently and effectively.
- Assisted in training new team members on customer care protocols.
- Collaborated with cross-functional teams to enhance service delivery.
- Documented customer interactions accurately in the CRM system.
- Analyzed customer feedback surveys to identify areas of improvement for customer service department processes.
- Utilized problem solving skills to troubleshoot technical issues for customers over the phone.
- Recommended process improvements that would improve overall efficiency within the department.
Lead Customer Service
Guardian World Health
New Delhi
12.2021 - 02.2024
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Identified needs of customers promptly and efficiently.
- Collaborated closely with team members to achieve project objectives and meet deadlines.
- Assisted with customer requests and answered questions to improve satisfaction.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
- Maintained updated knowledge through continuing education and advanced training.
ACCOUNT MANAGER - RESIDENT EXPERT
Encore Capital Group
Gurgaon
09.2011 - 03.2020
- Provided training and support to new team members on processes.
- Developed and implemented strategies for improving customer satisfaction.
- Coordinated communication between departments to streamline workflows.
- Ensured compliance with regulatory requirements in U.S. collections.
- Facilitated meetings to discuss project updates, and team goals.
- Ensured compliance with all applicable regulations regarding the FDCPA and other U.S. state laws.
- Manage a portfolio of accounts, keeping track of assigned accounts, and identifying outstanding debts.
Senior Customer Care Officer
Convergys India Pvt Ltd
Gurgaon
10.2008 - 09.2011
- Analyzed customer feedback to identify trends and recommend improvements.
- Led daily briefings to align team on service goals and expectations.
- Resolved customer complaints in a timely manner, mitigating potential damage to company reputation.
- Prepared detailed reports on customer interactions, including any complaints or issues that arose during the process.
- Provided customer service support to clients, ensuring their inquiries were answered promptly and professionally.
Education
MBA - International Business
Wigan And Leigh College
New Delhi08-2008
Skills
- Customer service
- CRM management
- Technical troubleshooting
- Process improvement
- Employee training
- Data analysis
- Customer feedback analysis
- Team collaboration
- Interpersonal communication
- Conflict resolution
- Time management
- Goal setting
- Regulatory compliance
- Live chat support
- Email etiquette
- Exceptional communication
- Complaint handling
- Quality assurance
- Database research
Timeline
Senior Customer Care Associate
Firstsource Solutions Pvt Ltd –
02.2024 - 11.2024
Lead Customer Service
Guardian World Health
12.2021 - 02.2024
ACCOUNT MANAGER - 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
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