MOHAMMED FAISAL
Mysore
Summary
Adept at navigating complex customer inquiries, I leveraged my creativity and CRM software expertise during my tenure at Alorica India Pvt., significantly enhancing customer satisfaction. Renowned for my leadership and problem-solving skills, I consistently exceeded performance metrics, ensuring loyalty and positive experiences at Amazon. Hardworking and knowledgeable professional well-versed in using scripts and personal expertise to address diverse customer concerns. Self-motivated and independent in sourcing and implementing solutions. Good conflict mediation and multitasking abilities.
Overview
1
1
year of professional experience
Work History
CUSTOMER SERVICE AGENT
ALORICA INDIA PVT.
Banglore
11.2023 - 01.2025
- Dedicated and results-driven customer service professional with 1.2 years of experience at Amazon, specializing in resolving customer inquiries, managing returns
- Provided technical support over the phone when needed.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Mentored junior team members and managed employee relationships.
- Processed refunds, returns, exchanges, and order cancellations according to policy.
- Led on- and off-site customer support teams across multiple time zones.
- Managed high-volume of inbound and outbound customer calls.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Tracked orders from placement to delivery using internal systems.
- Assisted customers with inquiries regarding products and services through phone, email, and chat.
- Utilized active listening and communication skills to address customer inquiries and escalate issues to supervisor.
- Provided product information to customers in a timely manner.
- Known for maintaining a customer-first attitude, troubleshooting issues related to orders, account management, and product concerns
- Skilled in navigating Amazon's proprietary tools and platforms to assist customers effectively, ensuring satisfaction and loyalty
- Strong problem-solving abilities, attention to detail, and ability to handle complex situations with empathy and professionalism
- Consistently recognized for meeting or exceeding performance metrics and contributing to a positive customer experience
- Developed strategies for handling difficult customers effectively while maintaining professionalism.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
Education
BSc - computer science
JSS COLLEGE OF ARTS COMMERCE AND SCIENCE
01.2022
PUC -
FAROOQIA PU COLLEGE
01.2019
Skills
- Management Skills
- Creativity
- Customer support
- Negotiation
- Critical thinking
- Leadership
- Team work
- Customer relationship management (CRM)
- Relationship building
- Issue escalation
- CRM software
- Phone etiquette
- Payment processing
Languages
- English
- Hindi
- Beary (Mangalore)
- Urdu
Personal Information
- Date of Birth: 01/06/00
- Gender: Male
- Nationality: Indian
- Marital Status: Single
Timeline
CUSTOMER SERVICE AGENT
ALORICA INDIA PVT.
11.2023 - 01.2025
BSc - computer science
JSS COLLEGE OF ARTS COMMERCE AND SCIENCE
PUC -
FAROOQIA PU COLLEGE
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