Mohammed Abraar

🔹 Core Experience
Served as a Subject Matter Expert (SME) for a U.S.-based retail program, delivering real-time support, live audits, and KPI-focused coaching to drive team performance; recognized for applying an empathetic approach to resolve complex customer issues end-to-end, consistently improving customer satisfaction and operational outcomes.

Led a pilot batch during the launch of a new LOB in peak season, managing 20+ agents across a tenured team and a newly hired nesting batch in a remote setup; provided daily operational guidance, strengthened process adherence, and improved overall team productivity and efficiency.

🔹 Operations & Performance Management
• Led daily team huddles to review MTD performance, align on goals, and resolve process gaps with actionable solutions
• Managed workflow across email, chat, and SMS channels, ensuring balanced task allocation and SLA adherence during high-volume periods
• Monitored productivity metrics (AUX, hourly output, team performance), proactively escalating deviations and driving corrective actions
• Prepared and maintained performance reports, including daily trackers and MTD analysis for data-driven decision-making
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🔹 Coaching, Mentoring & Performance Improvement
• Delivered targeted one-on-one coaching and real-time feedback through live audits, reducing repeat errors and improving agent performance
• Supported bottom quartile (BQ) and PIP associates with structured improvement plans, enabling recovery to expected productivity levels
• Improved First Contact Resolution (FCR) and reduced avoidable escalations through focused performance interventions
• Fostered a high-performance culture by combining KPI-driven coaching with strong empathy and communication

🔹 Quality Assurance, Compliance & Collaboration
• Conducted daily quality analysis across email, chat, and SMS interactions, ensuring adherence to SOPs and quality standards
• Maintained strict compliance with process guidelines, driving consistency and accuracy across all customer interactions
• Collaborated with Team Leaders to track performance, share insights, and align on weekly and monthly improvement plans
• Managed both onsite and remote teams, ensuring seamless operations and consistent performance across environments

🔹 Key Achievements
• Reduced Average Handling Time (AHT) from ~12–15 minutes to 6–11 minutes
• Improved Quality Assurance (QA) scores from ~60–65% to 75–80%
• Increased Customer Satisfaction (CSAT/VOC) from ~4.0 to 4.4–4.7/5

• 🔹 Core Experience
  Acted as a Customer Service Representative for a U.S.-based retail e-commerce program, delivering high-quality support across live chat, email, and SMS channels; consistently recognized as a top performer for exceeding KPIs, including CSAT, QA, AHT, and productivity in a high-volume environment.
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  Handled multiple concurrent interactions while maintaining clear, empathetic, and solution-driven communication, achieving strong customer satisfaction and operational performance.
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  🔹 Operations & Performance Management
  • Managed multi-channel support across live chat, email, and SMS, handling 2–4 concurrent chats (based on workflow and peak volume) alongside email and SMS interactions
  • Maintained productivity levels of 8–14 interactions per hour while ensuring SLA adherence in a fast-paced environment
  • Consistently achieved AHT of 7–11 minutes per interaction without compromising service quality
  • Utilized internal tools and resources to deliver accurate, efficient, and timely resolutions
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  🔹 Customer Experience & Issue Resolution
  • Resolved customer queries and complaints end-to-end, providing effective solutions and alternatives to ensure complete resolution
  • Built strong customer relationships through empathetic, professional, and solution-oriented communication
  • Ensured consistent follow-ups to enhance customer satisfaction and long-term loyalty
  • Maintained a positive and professional approach while managing high-volume interactions
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  🔹 Quality, Compliance & Process Adherence
  • Achieved Quality Assurance (QA) scores ranging from 75%–98% by adhering to SOPs, communication standards, and process guidelines
  • Ensured consistency and accuracy across all customer interactions by following established policies and best practices
  • Maintained high standards of communication and service delivery across all channels
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  🔹 Key Achievements
  • Consistently achieved CSAT (VOC) scores between 4.5–4.7/5 across monthly targets
  • Maintained AHT of 7–11 minutes while handling multiple concurrent interactions
  • Achieved QA scores between 75%–98%
  • Sustained productivity of 8–14 interactions per hour in a high-volume environment