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
Delegation and Supervision
Leadership Development
Adaptability and Flexibility
Marketing strategy
Analytical Skills
Relationship Building
Self Motivation
Analytical Thinking
Time Management
Problem-Solving
Business Development
Critical Thinking
Software
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