Cx Support Tier 2(Transition :Seasonal Process)
Mohammed Abdul Ghani Ansari
IntouchCX
Hyderabad
9
years of professional experience
Process and customer support specialist with expertise in client communications, investment banking, operationsoperational coordination, and professional email management. Coordinates international calls, escalation resolution, financial data analysis,prepares meeting minutes, and supports process accuracy through compliance and confidentiality. Delivers measurable service outcomes through active listening, escalation handling, and financial data analysis support.
Work History
Cx Support Tier 2(Transition :Seasonal Process)
5 Months- Supported customers with inquiries and resolved broad range of service issues and complaints.
- Addressed customer concerns involving service professionals, including delays, no-shows, incomplete work, and unsatisfactory service.
- Handled billing questions, payment differences, refund requests, and promotional concerns.
- Managed disputes between customers and service professionals with patience and professionalism.
- Used empathy, active listening, and clear acknowledgement to understand concerns and provide suitable resolutions.
- Reviewed complaints and worked with relevant teams to resolve issues in timely manner.
- Maintained customer-focused approach while handling escalations and sensitive situations.
- Improved customer satisfaction through clear communication and effective problem-solving.
- Left role due to seasonal process.
Cx Service Rep (Transition: Process Ramp Down)
10 Months- Supported critical escalations by finding root causes and applying fixes that improved first-contact resolution (FCR).
- Tracked key performance metrics, including average handling time (AHT) and FCR, within set benchmarks.
- Worked with internal teams to improve support workflows and increase service delivery efficiency.
- Leaving reason: Ramp down.
Cx Support Rep (Transtion: Health issue)
1 Year 5 Months- Supported international clients across multiple channels, resolving inquiries, complaints, and service issues promptly while maintaining high customer satisfaction.
- Reviewed account details, transaction records, and supporting documents to resolve complex customer concerns accurately and efficiently.
- Collected, checked, and processed customer records from internal and external sources to support case management, compliance, and daily operations.
- Managed escalated customer cases with empathy and professionalism, performed root-cause analysis, and partnered with cross-functional teams to deliver timely resolutions.
- Followed regulatory requirements, internal policies, quality standards, and data protection protocols when handling sensitive customer information.
- Worked with internal teams and stakeholders to improve issue resolution steps, strengthen service delivery, and support better customer experience.
- Applied strong problem-solving, communication, and conflict-resolution skills while managing high-volume customer interactions in fast-paced international support.
- Met or exceeded key performance indicators, including customer satisfaction, service quality, response time, and productivity targets.
- Supported company objectives by following governance standards, company values, and customer-focused service practices.
- Left role due to health reasons.
Technical Cx Support Rep (Transition: Lay off)
6 Months- Resolved escalated customer issues while supporting high satisfaction and clear professional communication.
- Provided technical support for networking problems, coordinated mobile device repair or replacement, and processed claims.
- Helped customers with product choices, purchase guidance, and service questions to improve customer experience.
- Handled escalation support for customer concerns while balancing service quality and professional communication.
- Directed technical troubleshooting for networking issues, coordinated mobile device repair or replacement, and managed claims activity.
- Guided customers through product selection, purchase decisions, and service inquiries to strengthen customer experience.
- Improved customer satisfaction through timely resolution of escalated concerns and professional communication.
- Strengthened support outcomes through troubleshooting for networking issues, mobile device repair or replacement coordination, and claims processing.
- Enhanced customer experience through product guidance, purchase support, and service inquiry assistance.
Senior Process Executive
2 Years 6 Months- Monitor portfolio performance and P&L reporting for client updates.
- Compile data and verify final values for accuracy at same time.
- Handle chat and call correspondence with client regarding trader data.
Process Coordinator
1 Year 7 Months- Supported client communications for investment banking projects involving balance sheet and product control.
- Joined client calls for P&L reporting control checks and portfolio monitoring.
- Managed processes for fair value pricing and reviewed trader data for accuracy.
- Compiled data and completed final verification of values for P&L and balance sheet preparation.
Education
M.B.A - Human Resources
Master of commerce
Bachelor of Commerce (Honors)
Grade 12th - Commerce
Matriculation
Skills
Advance Level Grammar(Expert)
International Voice Cx Support Communication
Customer Service Skills
Operational Skills
Problem Solving Skills
Professional Skills
Technical Skills and Tools
Presentation
Writing Proficiency
Client Handling
Team Governing
Customer escalation
Root cause analysis
Process coordination
Efefctive communication
LANGUAGE
English, Hindi, Telugu, Urdu, Arabic
CORPORATE TRAININGS
- Digital Marketing - Central Govt India
- Business Execution: How things Get Done
- Governance and Corporate Culture
Timeline
Cx Support Tier 2(Transition :Seasonal Process)
IntouchCX
06.2026 - CurrentRead More
Cx Service Rep (Transition: Process Ramp Down)
Teleperformance
06.2025 - 04.2026Read More
Cx Support Rep (Transtion: Health issue)
Wells Fargo
04.2023 - 09.2024Read More
Technical Cx Support Rep (Transition: Lay off)
Accenture
08.2022 - 02.2023Read More
Senior Process Executive
Infosys
09.2019 - 03.2022Read More
Process Coordinator
Cognizant
01.2018 - 08.2019Read More
Osmania University
M.B.A from Human Resources
Read More
Osmania University
Master of commerce
Read More
St Joseph's degree & PG
Bachelor of Commerce (Honors)
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M S Education Academy
Grade 12th from Commerce
Read More
Hyderabad Public School
Matriculation
Read More