MOHAMMED AASIF R
CRM (COMPLAINT MANAGEMENT)
Bangalore
Summary
Business Analyst aspirant with 3 years of experience in CRM complaint management at Titan (via Quess Corp). Skilled in resolving customer issues, streamlining service operations, and gathering business requirements. Proficient in Excel, Power BI, MS Visio, Power Apps, and Power Virtual Agent. Looking to leverage analytical and communication skills in a Business Analyst role to support data-driven decisions and business growth.
Overview
3
3
years of professional experience
19
19
years of post-secondary education
6
6
Certifications
Work History
CRM (Complaint Management)
Quess Corp
12.2021 - Current
Titan Company (via Quess Corp), Bangalore
Dec 2021 – Present
- Analyzed customer complaint trends and coordinated with internal teams for timely resolution.
- Identified delays in COD refund processing and led the transition to an automated refund system, reducing TAT by 40%.
- Maintained accurate CRM records and shared insights to enhance service quality.
- Trained new team members and promoted consistent support practices.
- Documented and tracked complaints using CRM tools, maintaining accuracy and traceability for audit and improvement purposes.
Education
Bachelor of Engineering - Mechanical Engineering
C. Abdul Hakeem College of Engineering &Technology
Melvisharam, Tamil Nadu 04.2001 - 04.2020
Skills
Business Analysis: Requirement Gathering, Process Mapping, Stake holder Mapping, Use Cases, User Stories, Gap Analysis, Tools: Excel, Power BI, MS Visio, Power Apps, Power Virtual Agent, Power Automate CRM & Customer Service: Complaint Management, Stakeholder Communication, Soft Skills: Problem-Solving, Empathy, Cross-Functional Coordination, Attention to Detail, Active Listening Methodologies: Agile, Waterfall, MoSCoW Prioritization, Sprint Planning, Retrospectives
Certification
Microsoft Business Analyst Professional Certificate Coursera – Issued April 2025
Project
Led a comprehensive analysis for a simulated eCommerce business (Northwind Trading) facing a decline in sales and negative customer feedback.
- Conducted quantitative and qualitative analysis using Excel to compare sales data and identify trends.
- Applied 5 Whys root-cause analysis to uncover issues in the new checkout process.
- Categorized customer complaints and linked insights to system changes affecting user experience.
- Performed user role analysis, stakeholder mapping, and developed a RACI Matrix for a website improvement project.
- Delivered strategic recommendations backed by data to improve customer experience and restore sales performance.
Timeline
CRM (Complaint Management)
Quess Corp
12.2021 - Current
Bachelor of Engineering - Mechanical Engineering
C. Abdul Hakeem College of Engineering &Technology
04.2001 - 04.2020
Work Preference
Work Type
Full TimeLocation Preference
HybridOn-SiteSimilar Profiles
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