Intercom
Hi, I’m
Mohammed Fazil
Team lead customer support
Bengaluru
Summary
Dynamic and results-oriented professional with over 8 years of experience in the customer support industry, including 2.5 years in a leadership role as a team lead. Proven ability to effectively lead and motivate teams to achieve and exceed performance goals while ensuring exceptional customer satisfaction. Skilled in conflict resolution, process optimization, and fostering a positive team culture. Seeking opportunities to leverage leadership experience and customer service expertise to drive organizational success.
Overview
8
years of professional experience
4
Languages
Work History
In2Talk Technologies & Consulting Pvt Ltd /Ugrocol
Customer Service Team Lead
03.2021 - 05.2024
Job overview
- Implemented feedback tracking system to identify areas of improvement and adjust team strategies accordingly.
- Developed innovative solutions to recurring customer issues, minimizing repeat chats and enhancing overall satisfaction levels.
- Resolved product or service problems by clarifying customer's complaint, determining cause of problem and selecting best solution to solve problem.
- Trained and supervised team of customer service representatives in providing quality service to customers.
- Developed and nurtured lasting relationships with clients through dedicated assistance, issue resolution and active listening.
- Developed innovative solutions to recurring customer issues, minimizing repeat calls and enhancing overall satisfaction levels.
- Coordinated shift schedules efficiently to ensure adequate coverage during peak hours without compromising service quality.
- Improved customer satisfaction by addressing and resolving complex issues in a timely manner.
- Successfully drove new product lines to increase annual profits.
- Initiated and successfully implemented a new process from inception to execution, demonstrating exceptional organizational and leadership skills.
ONPASSIVE
Customer Service Representative
08.2020 - 03.2021
Job overview
- Created user accounts and assigned permissions.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Processed customer service orders promptly to increase customer satisfaction.
- Responded to customer requests for products, services, and company information.
Udaan
Customer Support Executive
03.2019 - 04.2020
Job overview
- Utilized crisis management techniques to offer corrective solutions and maximize customer satisfaction.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Facilitated timely resolutions by escalating urgent cases appropriately within the organization.
- Managed timely and effective replacement of damaged or missing products.
Zoomcar Self Drive Cars
Customer Support Executive
05.2016 - 03.2019
Job overview
- Provided excellent customer service by efficiently resolving issues and responding to inquiries.
- Delivered prompt service to prioritize customer needs.
- Mentored junior team members to enhance their skills and improve overall team performance.
- Built strong relationships with field operations team to support business development opportunities and improve service.
- Maintained up-to-date knowledge of product and service changes.
- Responded proactively and positively to rapid change.
- Investigated and resolved customer inquiries and complaints quickly.
- Worked well in a team setting, providing support and guidance.
Education
Venkateshwara College Bengaluru, India
B.Com (Pursuing)
04.2001
Oxford Pre-University College
2nd PUC
04.2001
Holy Mariam Convent Bangalore
School
04.2001
Skills
Adaptable to Changing Demands
undefinedSoftware
Zendesk
Miro Board
Jira
Trello
Excel / Google Sheets
Assembled
Amplitude
Simple Sat
Projects
Created and started new process
CSAT Improvement from 67% - 89%
Quality Score Improvement
Top performer contest
Migration from Zendesk to Intercom
Trained employees on soft skills
Timeline
Customer Service Team Lead
In2Talk Technologies & Consulting Pvt Ltd /Ugrocol
03.2021 - 05.2024
Customer Service Representative
ONPASSIVE
08.2020 - 03.2021
Customer Support Executive
Udaan
03.2019 - 04.2020
Customer Support Executive
Zoomcar Self Drive Cars
05.2016 - 03.2019
Venkateshwara College
B.Com (Pursuing)
04.2001
Oxford Pre-University College
2nd PUC
04.2001
Holy Mariam Convent
School
04.2001
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