Mohammed Ishaq
Chennai
Summary
Dedicated Customer Service Representative with a proven track record in delivering exceptional support and effectively resolving customer inquiries. Expertise in communication and problem-solving fosters positive relationships, significantly enhancing customer satisfaction and loyalty. Committed to team development through knowledge sharing and best practices in customer service operations.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Lead - Customer Success Support
Perfios Account Aggregation Services Pvt Ltd
Bangalore
04.2023 - Current
- Resolved customer inquiries in a timely manner while maintaining high quality standards.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Managed first-level technical support issues and ensured prompt escalation when necessary.
- Developed standardized SOP after gaining expertise in invoicing.
- Established uniform procedures for optimal service delivery.
- Ensured up-to-date customer information in databases to streamline invoicing.
Lead Customer Success Support
Perfios Software Solutions Pvt Ltd
Bangalore
01.2022 - 03.2023
- Resolved customer inquiries in a timely manner while maintaining high quality standards.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Managed first-level technical support issues and ensured prompt escalation when necessary.
- Developed standardized SOP after gaining expertise in invoicing.
- Established uniform procedures for optimal service delivery.
- Ensured up-to-date customer information in databases to streamline invoicing.
Deputy Branch Manager
ICICI Bank
Chennai
04.2021 - 10.2021
- Managed transactions of Branch worth Rs 100 Crore.
- Directed team focusing on customer solutions and everyday transaction management.
- Assigning team roles and responsibilities based on daily work requirements.
- Offered strategic recommendations to meet long-term and short-term financial targets.
- Proficient in managing and tracking detailed financial records.
Deputy Manager
Axis Bank
Chennai
06.2015 - 04.2021
- Guaranteed on-time fulfillment of client requests as per established timelines.
- Managed desks related to banking operations including account creation, fund transfers, salary uploads, and bulk NEFT/RTGS.
- Ensured timely completion of day-end transactions, enhancing operational efficiency.
- Increase operational efficiency by reducing NFTR from 25% to 3% by introducing a new SOP in collaboration with the audit team.
- Demonstrated strategic thinking skills along with strong numerical acumen.
- Advanced understanding of individual job roles ensured effective department management.
Education
PGDBM - Banking Management
Timespro/Loyola College
Chennai04-2015
MBA - Operations Management
B.S.Abdur Rahman University
Chennai04-2013
B.E - Mechanical Engineering
Anna University
Chennai04-2011
Skills
- Proficient in MS Excel
- Proficient in PowerPoint
- SQL programming
- Experienced with MS Word
- R Programming
- Account Maintenance
- Client Onboarding Process
- Timely Complaint Handling
- Experience with CRM Systems
- Effective Issue Management
- Conducting Research
- Comprehensive Report Creation
- CRM Proficiency
- Detail-oriented documentation skills
- Service Excellence
- Salesforce Case Handling Expertise
Extracurricular Activities
Member of the American Society of Mechanical Engineers (ASME) and Indian Society of Heating, Refrigerating and Air Conditioning Engineers (ISHRAE); served as Secretary for the Collegiate ISHRAE club (2010-2011) and organized RAACFEST '10, an intra-college technical symposium
Certification
- Post Graduate Diploma in Business Analytics and Business Intelligence, Great Lakes Institute of Management
- SQL Certificate of Completion, Udemy
Timeline
Lead - Customer Success Support
Perfios Account Aggregation Services Pvt Ltd
04.2023 - Current
Lead Customer Success Support
Perfios Software Solutions Pvt Ltd
01.2022 - 03.2023
Deputy Branch Manager
ICICI Bank
04.2021 - 10.2021
Deputy Manager
Axis Bank
06.2015 - 04.2021
- Post Graduate Diploma in Business Analytics and Business Intelligence, Great Lakes Institute of Management
- SQL Certificate of Completion, Udemy
PGDBM - Banking Management
Timespro/Loyola College
MBA - Operations Management
B.S.Abdur Rahman University
B.E - Mechanical Engineering
Anna University
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