MOHAMMAD NOMAN FARIDI
Customer Support Executive
217, Hakim Tola Unnao
Summary
Dynamic Customer Support Specialist with over 5 years of experience delivering exceptional service to international clients in the telecommunications, digital banking, and e-commerce sectors. Proven track record of achieving first-call resolution and enhancing customer satisfaction through clear communication and a commitment to excellence. Recognized for consistently aligning service delivery with US and global standards, ensuring premium customer experiences that foster loyalty and trust. Adept at navigating complex customer inquiries while contributing to operational efficiency and brand reputation.
Overview
5
5
years of professional experience
3
3
Languages
Work History
Associate – Verizon Telecom Process (Voice)
Tech Mahindra Pvt. Ltd.
01.2025 - Current
- Provide voice support to Verizon customers for mobile and broadband services.
- Resolve issues related to connectivity, billing, plan upgrades, service outages, and account changes.
- Achieve first call resolution while meeting strict quality, compliance, and customer satisfaction KPIs.
- Self-motivated, with a strong sense of personal responsibility.
- Excellent communication skills, both verbal and written.
- KYC & Account Verification Support
- Fraud Awareness & Transaction Safety
- Billing Disputes & Plan Optimization
- Network & Service Outage Handling
- Digital Payments & Mobile Banking Support
Customer Support Executive – Chime Digital Bank
TaskUs Pvt. Ltd.
02.2022 - 09.2024
- Supported international banking customers via calls and emails across US time zones.
- Assisted with account queries, transactions, and issue resolution while following security standards.
- Maintained high CSAT through professional and empathetic communication.
- Promoted to Subject Matter Expert (SME) for 6 months based on performance and quality scores.
- Acted as point of contact for agents for complex banking queries, escalations, and real-time support.
- Assisted team members with process clarifications, SOP updates, and compliance adherence.
- Supported new joiner training, floor support, and quality improvement initiatives.
- Helped maintain CSAT, FCR, and SLA targets across the team.
- Collaborated with TLs and QA teams to resolve process gaps and recurring customer issues.
Customer Support Executive – Flipkart (E-Commerce)
Startek
09.2020 - 02.2022
- Managed high-volume inbound customer calls during peak sale periods (Big Billion Days, festive sales).
- Resolved order placement, shipment delays, cancellations, returns, replacements, and refunds.
- Handled payment failures, wallet issues, and COD-related concerns.
- Coordinated with logistics, warehouse, and delivery partners to ensure timely resolutions.
- Followed customer-first resolution approach to reduce repeat contacts and improve CSAT.
- Documented interactions accurately in CRM/ticketing systems.
- De-escalated irate and dissatisfied customers using empathy and problem-solving techniques.
- Met daily AHT, FCR, QA, and productivity targets consistently.
- E-Commerce Customer Support Operations
- Order Management Systems (OMS)
- Returns, Refunds & Reverse Logistics
- Payment Gateway & COD Support
- Customer Retention & De-escalation
- Peak Load & Sale Event Support
Education
Bachelor of Computer Science - BCA
Subharti University
Meerut 04.2001 -
Diploma - Computer Science
Jamia Millia Islamia
New Delhi 04.2001 -
Skills
International Voice Support & Call Handling
Telecom Troubleshooting (Mobile, Broadband, Network, Billing)
Banking & Payment Support (Accounts, Compliance, Security)
CRM Tools, Case Documentation & Quality Metrics
Customer Retention & Service Excellence
Additional Professional Skills
Customer Experience (CX) Management
First Contact Resolution (FCR)
Escalation & Complaint Handling
High-Volume Call Center Operations
Service Level Agreement (SLA) Adherence
Quality Assurance & Audit Compliance
Customer Satisfaction (CSAT) Improvement
Empathetic Communication & Active Listening
Tools & Process Skills
CRM Systems (Salesforce / Zendesk-style platforms)
Ticketing & Case Management Systems
Knowledge Base & SOP Navigation
Call Monitoring & QA Feedback Implementation
Data Privacy & Information Security Awareness
Banking & Telecom Value-Add Skills
KYC & Account Verification Support
Fraud Awareness & Transaction Safety
Billing Disputes & Plan Optimization
Network & Service Outage Handling
Digital Payments & Mobile Banking Support
Optional Soft Skills
Stress & Pressure Handling
Time Management
Problem-Solving Mindset
Adaptability in Fast-Paced Environments
Team Collaboration
Disclaimer
Declaration: The information provided is true and accurate to the best of my knowledge.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Associate – Verizon Telecom Process (Voice)
Tech Mahindra Pvt. Ltd.
01.2025 - Current
Customer Support Executive – Chime Digital Bank
TaskUs Pvt. Ltd.
02.2022 - 09.2024
Customer Support Executive – Flipkart (E-Commerce)
Startek
09.2020 - 02.2022
Bachelor of Computer Science - BCA
Subharti University
04.2001 -
Diploma - Computer Science
Jamia Millia Islamia
04.2001 -