Serviced-focused General Manager dedicated to delivering positive customer experiences to promote loyalty and repeat business. Orchestrates optimal resource utilization to handle expected operational needs. Service leader with sound judgment, good planning abilities and interpersonal communication strengths.
Hi, I’m
Mohammed Abrar
Customer Services and Strategy
Bengaluru
Summary
Overview
12
years of professional experience
3
years of post-secondary education
Work History
Think and Learn Pvt LtdBengaluru
General Manager
03.2016 - Current
Job overview
- Managed a team of 12 Managers, 5 Team Leaders and 350 Indirect reportees (Product Specialist & Process Specialist).
- Was instrumental in driving engagement of app by reaching out to consumers fortnightly and monthly basis.
- Developed and Implemented audit process for both voice and non-voice operations.
- Trained initial 7 batches on process and product personally.
- Set-up call etiquette policies as per processes and business.
- Designed SOPs for cross functional team dependencies for smooth process flow.
- In charge of Middle East franchise support and operations.
- Collaborated with cross-functional teams to develop innovative solutions on issues identified on CRM and other software.
- Formulated policies and procedures to streamline operations for customer success and refund processes.
- Beta testing with consumers on new product launch, collating feedback and cascading it to respective tech and content team for further study and development.
- Conducted recruitment, hiring and training of profiles related to customer success.
- Reported issues to higher management with great detail on customer behavior.
- Managed budget implementations, employee reviews, training schedules.
- Managed Salesforce migration and UAT testing.
- Based on requirement studied and raised request of Salesforce integration on automations and process efficiencies.
- Sales Force dashboards are created as per business requirement.
- Inflow analysis and forecasting were carried every 3 months once to establish necessary plans ready accordingly.
- Effective management of inbound queues and SLAs.
- Worked on VOC(voice of customer) & Post refund survey to comprehend the customers feedback.
- Managed entire refunds team of company and monitoring closures as per said cx TAT.
- Designed modern employee recognition program which boosted productivity and improved morale.
- Chaired weekly meetings with executive leadership to identify opportunities for improvement, establish milestones.
- Improved productivity while reducing staffing and operational costs by 20%.
Genisys GroupBengaluru
Senior Customer Care Executive
08.2013 - 08.2015
Job overview
- Coordinated timely responses to team as per customer communication and researched complex issues.
- Conducted surveys to determine customer opinion of products and services.
- Resolved concerns with products or services to scale and help retention and drive sales.
- Offered free products or services to pacify irate and unsatisfied customers.
- Maintained and managed customer files and databases.
- 45 customer feedbacks were collected everyday.
- Kept accurate records of all customer interactions and transactions.
- Delivered prompt service to prioritize customer needs.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Trained new personnel regarding company operations, policies and services.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Educomp Pvt LtdBengaluru
Assistant Manager
10.2010 - 06.2013
Job overview
- Created employee schedules to align coverage with forecasted demands.
- Created guide manuals for product usage and here to help sheet.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Made hiring recommendations to increase company's productivity and profitability with quality workers.
- Developed strategy to increase sales and drive profits.
- Was able to get payments from 2 schools with-in 1st year against 5 year payment terms.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Was involved in training of smart class modules to teachers and coordinators.
- Regular monthly training to school coordinators of various products and updates as per release.
- Delivering timely content updates to school for maximizing content engagement.
Education
KGF First Grade CollegeKolar Gold Fields
Bachelors in Business Management from Management
05.2005 - 05.2008
University Overview
Skills
Verbal and written communication
undefinedAccomplishments
Accomplishments
- Staffing - Worked directly with human resources to streamline hiring and onboarding process.
- Collaborated with multiple teams in the development of refund process to shorten the turn around time.
- Manuals and Training docs were created to help employees learn.
- Successful in implementing the process requirements on sales force which yielded accurate results for smooth functioning of the processes.
- Instrumental in setting up the employee engagement activities to keep them motivated.
Availability
See my work availability
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Available
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Quote
Judge a man by his questions rather than his answers.
Timeline
General Manager
Think and Learn Pvt Ltd
03.2016 - Current
Senior Customer Care Executive
Genisys Group
08.2013 - 08.2015
Assistant Manager
Educomp Pvt Ltd
10.2010 - 06.2013
KGF First Grade College
Bachelors in Business Management from Management
05.2005 - 05.2008
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