Summary
Overview
Work history
Education
Skills
Languages
Additional Information
Timeline
Generic
Mohammed Akhil Affan

Mohammed Akhil Affan

Bangalore,India

Summary

Currently I am working as a customer success manager at Cloudphysician which is a healthcare company in india bangalore, I am taking care of complete end to end customer experience process. I am very much passionate about resolving customer issues, We make sure that any customer reaching out to us will have a smooth customer experience. My priorities are always customer first. And i expertise in customer service and problem solving.

I also carry experience working with eCommerce companies like Myntra and Flipkart in service management team, I have handled third party logistics like delivery, bluedart and gati courier.

Overview

9
9
years of professional experience

Work history

Client support manager

Cloudphysician
Bangalore
02.2023 - Current
  • Built a strong customer success process and standard operating procedures to ensure customer satisfaction/Customer retentions and smooth customer experience overall.
  • Maintained records in excel to analyze the trend of issues raised by customer to make sure we improve on our product and services.
  • Collaborated with operation stakeholders on daily, weekly and monthly meetings to ensure quick and faster resolutions.
  • Handled escalation calls, and took ownership to resolve these tickets on priority.
  • Improved inbound and outbound call quality scores from 85% to 98%.
  • Produced daily, weekly and monthly reports to increase team productivity.
  • Worked on software tools like zendesk,ameyo,freshdesk,Jira,knowlarity.

Team Leader – Customer Experience

Zg Staffing Pvt Ltd
Bengaluru, Karnataka
12.2018 - 10.2022
  • Worked with drive and determination to consistently exceed targets,
  • Professionally handled difficult customer complaints and objections to maintain first-class customer service standards.
  • Resolved employee relations issues and navigated disciplinary proceedings..
  • Led shifts and motivated team to give the best quality to customer's.
  • Provided leadership and direction for employees, supervising activities to drive productivity and efficiency.
  • Minimised response time to resolve orders on hold by liaising with other departments.

Senior Customer Assistant

Myntra
Bengaluru, Karnataka
08.2016 - 10.2018
  • Worked/ Handled customer’s concerns related to Returns/refunds/Deliveries .
  • Handled Logistics partners like Delhivery, Bluedart and gati courier.
  • Answered customer Inbound calls, chats and emails.
  • Worked on "Non delivery report" on daily basis to reduce the number of returned to origin and increase the deliveries to customers by doing outbound calling.
  • Worked to increase the ratio of order to process,

Consultant

Flipkart
Bengaluru, Karnataka
11.2014 - 07.2016


  • Worked/ Handled customer’s concerns related to Returns/refunds/Deliveries .
  • Handled Logistics partners like Delhivery, Bluedart and gati courier.
  • Answered customer Inbound calls, chats and emails.
  • Worked on "Non delivery report" on daily basis to reduce the number of returned to origin and increase the deliveries to customers by doing outbound calling.
  • Worked to increase the ratio of order to process,

Education

B.com - Business computers

Mysore university
Bengaluru, Karnataka

Skills

  • Customer service
  • Microsoft Excel
  • Problem Solving
  • Creative
  • Process Improvements
  • Google Sheets
  • Project Management
  • Multi task
  • Team management
  • Complaint resolution
  • Responsible
  • Decision Making



Languages

Urdu, English, kannada
Native language
English
Upper intermediate
B2

Additional Information

I play cricket in free time and we play tennis ball tournaments, I enjoy listening to indian classical music.

Timeline

Client support manager

Cloudphysician
02.2023 - Current

Team Leader – Customer Experience

Zg Staffing Pvt Ltd
12.2018 - 10.2022

Senior Customer Assistant

Myntra
08.2016 - 10.2018

Consultant

Flipkart
11.2014 - 07.2016

B.com - Business computers

Mysore university

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Mohammed Akhil Affan