Mohammed Abraar
Customer Service Subject Matter Expert
Hyderabad,Telangana
Summary
Passionate and innovative professional with a strong skill set in customer service, remote team management, and business communications. My career is marked by a dedication to attention to detail, customer satisfaction and support, as well as a commitment to delivering constructive feedback, coaching, and performance improvement. I thrive on solving problems and working collaboratively within a team, which is enhanced by my leadership and team management capabilities. With a keen eye for detail and excellent time management and organizational skills, I'm dedicated to contribute to an organization's success through my expertise.
Overview
4
4
years of professional experience
3
3
Languages
Work History
Subject Matter Expert
24/7.ai
Hyderabad, India
09.2021 - 01.2024
Served as a subject matter expert for a U.S.-based e-commerce industry, prioritizing empathetic and diplomatic approaches to achieve end-to-end resolution of complex customer issues and consistently enhance customer satisfaction.
>Led and managed a pilot batch (remote team), providing daily operational guidance and fostering expertise in product knowledge, procedural adherence, and best practices to optimize operational efficiency and elevate employee productivity.
>Conducted daily quality analysis of customer service interactions, including chats and emails, to ensure adherence to process guidelines and maintain high standards of customer satisfaction.
>Demonstrated empathy and diplomatic communication skills while working hand in hand with cross-functional teams, contributing as a collaborative team member to identify areas for improvement and implement effective solutions.
>Managed multiple teams, both onsite and remote, ensuring seamless operations and adherence to industry-leading practices.
>Provided constructive feedback and guidance to customer service agents, emphasizing empathy and diplomacy, to ensure adherence to process guidelines and maintain high standards of customer satisfaction.
>Collaborated closely with Team Leaders to deliver one-to-one support for team members, fostering a culture of continuous improvement and teamwork to achieve organizational goals.
Digital Interaction Advisor
24/7.ai
Hyderabad, India
07.2020 - 09.2021
- Communicating with customers through various channels.
- Build sustainable relationships and trust with customers through open and interactive communication.
- Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
- Follow communication procedures, guidelines and policies.
- Provide accurate, valid and complete information by using the right methods and tools.
- Maintaining a positive, empathetic, and professional attitude toward customers at all times.
Education
MBA - Human Resource Management
Osmania University
09.2023
Skills
- Sourcing
- Multitasking
- Confidentiality
- Onboarding
- Employee Engagement
- Interpersonal Communication
- Computer Literacy
- Training
- Operations
- Daily Operations
- Oral Communication
- Creative Problem Solving
- Emotional Intelligence
- Human Resource Management
- Key Metrics
- Customer Interaction
- Customer Experience
- Chat
- Analytical Skills
- Customer Retention
- Attention to Detail
- Critical Thinking
- Business Communications
- Customer Support
- Customer Service Foundations
- Remote Team Management
- Leading and Working in Teams
- Decision-Making
- Customer Satisfaction
- Escalation Resolution
- Constructive Feedback
- Coaching
- Performance Improvement
- Team Building
- Team Management
- Customer Service
- Leadership
- Problem Solving
- Microsoft Word
- Microsoft PowerPoint
- Microsoft Excel
- Teamwork
- Management
- Time Management
- Team Leadership
- Organization Skills
- Email Etiquette
- Screening
- De-escalation
- Troubleshooting
- Client Rapport
- Customer Escalation Management
Certifications
- Building Rapport with Customers
- Customer Service Foundations
- Customer Service: Problem-Solving and Troubleshooting
- Customer Service: Handling Abusive Customers
- De-Escalating Conversations for Customer Service
- Human Resource Management
- Leading and Working in Teams
- Strategic Human Resources
Languages
Urdu
First Language
English
Upper Intermediate
B2
Recommendations
Sandeep Kumar (Assistant Manager, Customer Care-Technical Support) - I had the pleasure of working alongside Abrar for 3 years at [24]7.ai, and I wholeheartedly recommend him as a dedicated and results-driven professional in the field of customer service, where he held the role of a Subject Matter Expert.
Abrar consistently demonstrated exceptional skills throughout our 3-year collaboration at [24]7.ai, specifically in the customer service field. He has a keen eye for detail and a deep understanding of customer service operations. His role as a Subject Matter Expert greatly contributed to the success of our team and projects.
One of Abrar's standout qualities is his exceptional problem-solving skills within the customer service domain. He played a pivotal role in Urban Outfitters, showcasing not only his technical expertise but also his strong teamwork and communication skills. Abrar consistently delivered high-quality work and exceeded expectations.
Beyond his professional skills, Abrar is a pleasure to work with. He brings a positive attitude to the team, fostering a collaborative and productive work environment at [24]7.ai. His dedication to achieving excellence and muti tasking, Problem solving skills make him an invaluable asset to any team, particularly in the specialized role of a Subject Matter Expert in customer service.
I am confident that Abrar will excel in any future endeavors related to customer service and strongly recommend him to any prospective employer or colleague. He is not only a skilled professional but also a person of integrity and reliability.
Certification
Building Rapport with Customers - LinkedIn, Mar 2024
Customer Service Foundations - LinkedIn, Mar 2024
Customer Service: Problem-Solving and Troubleshooting - LinkedIn, Mar 2024
Customer Service: Handling Abusive Customers - LinkedIn, Jun 2022
De-Escalating Conversations for Customer Service - LinkedIn, Jun 2022
Human Resource Management - Internshala, Dec 2021
Leading and Working in Teams - LinkedIn, Nov 2021
Strategic Human Resources - LinkedIn, Sep 2021
Timeline
Subject Matter Expert
24/7.ai
09.2021 - 01.2024
Digital Interaction Advisor
24/7.ai
07.2020 - 09.2021
MBA - Human Resource Management
Osmania University
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