Mohammed Arif

Provided detailed reports on quality metrics to senior management, enabling informed decision-making regarding process improvements.

· Performance Evaluation

· Feedback and Coaching

· Process Improvement & suggestions

· Compliance and Policy Adherence

· FTR Root Cause Analysis

· Attending Calibration Sessions

· Customer Experience Enhancement

· Quality Audits (BAU & Hygiene)

· Conducting Dip checks

· Performance Evaluation

· Feedback and Coaching

· Process Improvement

· Compliance and Policy Adherence

· Root Cause Analysis

· Data Analysis and Reporting

· Attending Calibration Sessions

· Customer Experience Enhancement

· Soft Skills Development

· Quality Audits

· Conducting Dip checks

· ATA

· Training students on topics like Time Management, Leadership, Problem Solving, Teamwork & Communication Skills

· Making them job ready

· Administered course content, schedules and attendance utilizing learning management system (LMS)

· Training students about BPO

· Training the students about customer service industry

· Training them about do's & don't of a good Customer care executive

· Training on Upselling & Cross Selling & Selling Skills

· Making them Job ready for Customer Service industry

· Documented participant attendance, engagement and progress.

· Created successful training courses based on evaluation of student needs.

· Training students about BPO

· Training the students about customer service industry

· Training them about do's & don't of a good Customer care executive

· Training on Upselling & Cross Selling & Selling Skills

· Making them Job ready for Customer Service industry

· Documented participant attendance, engagement and progress.

· Created successful training courses based on evaluation of student needs.

• Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.

· Maintained excellent employee relationships by cultivating supportive, positive and helpful working environment.

· Completed audits and risk assessments to achieve regulatory compliance.

· Tactfully handled complaints from staff, management and clients using excellent problem-solving and dispute resolution skills.

· Monitored operations to ensure employees followed relevant procedures and worked towards defined Key Performance Indicator (KPI) targets.

· Trained and supervised team to deliver on meeting their AHT & CQ

· Evaluated performance and provided suitable feedback, balancing with positivity and motivation.

· Evaluated progress and implemented training to enhance performance.

· Assisted Trainers in NHT, OJT & Certification

· Conducting Dip checks

· Audits & Feedback of OJT

· Conducting PKT

· Product briefing

· Conducting refresher Training

· Handling PAN India Inbound calls for Dish TV

· Maintained excellent customer satisfaction by offering friendly, helpful and informative customer service.

· Communicated with customers through phone calls & emails to assess customer needs and provide solutions.

· Performance Evaluation

· Feedback and Coaching

· Training Support

· Process Improvement

· Compliance and Policy Adherence

· Root Cause Analysis

· Data Analysis and Reporting

· Attending Calibration Sessions

· Customer Experience Enhancement

· Soft Skills Development

· Quality Audits

· Conducting Dip checks

· Handling Inbound BnJ Calls for Aircel

· Resolved customer queries promptly as per SOP