Summary
Overview
Work History
Education
Skills
Software
Projects
Timeline
Hi, I’m

Mohammed Fazil

Team lead customer support
Bengaluru
Mohammed  Fazil

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

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Software

Intercom

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
Mohammed FazilTeam lead customer support