Mohammed Nizamuddin
Bengaluru,
Summary
Skilled, hardworking professional that stays focused on any task at hand, while bringing a wide range of knowledge and experience to any new atmosphere. Strong multitasker and problem-solver with solid technical background
Overview
7
7
years of professional experience
Work History
FirstSource Pvt Ltd
Senior CSA
08.2023 - 11.2023
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Provided primary customer support to internal and external customers.
- Resolved concerns with products or services to help with retention and drive sales.
- Took payment information and other pertinent information such as addresses and phone numbers to place orders.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Complied with company policies and procedures by encouraging positive and effective work environment among employees.
- Offered internal and external customers first-rate customer service to maximize satisfaction and business success.
- Applied basic sales strategy to engage customers and present solutions to suit individual needs.
- Developed customer service improvement initiatives to decrease customer wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Maintained and managed customer files and databases.
- Reinforced established quality control standards and followed procedures for optimal customer interactions.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services, and company information.
- Handled customer inquiries and suggestions courteously and professionally.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Processed customer service orders promptly to increase customer satisfaction.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
Inside Sales and Mortgage Specialist
Visionet Systems Pvt Ltd
11.2019 - 09.2023
- A Data driven approach to providing solutions to business development processes.
- Working with different support teams like quality/analytics/training to build a High-performance team.
- Meet productivity and quality targets on a regular basis.
- Demonstrate initiatives for refinement & strengthening of existing product.
- Preparation of Weekly/Monthly MIS Reports and Dashboards for Management with Complete
- Maintain, build and update calling/mailing databases
- Developed new business and increased sales through targeted market penetration, extensive training, business partnerships and customer relationships.
- Attracted new mortgage loan applications by developing relationships within community.
- Reorganized, streamlined and strengthened operations to maximize performance and profitability in highly competitive markets.
- Targeted services to senior population by specializing in reverse mortgages loans.
- Managed friendly and professional customer interactions.
- Developed and implemented sales strategies to increase customer loyalty and retention.
- Used CRM software to maintain detailed contact logs and account records.
- Cold called perspective customers to determine product or service needs, ascertain timelines and identify decision-makers.
- Initiated contact with prospects and conducted follow-up calls to garner information and qualify leads.
- Set up appointments with interested customers according to schedule availability.
- Knowledge Management - Conduct training for new hire, update standard operating procedure - verification and sign off, maintain training tracker, daily MIS, process update tracker, clarification tracker and attendance tracker.
Claim and Fraud Specialist
JP Morgan Chase & Co
08.2016 - 05.2019
- Filing Claims/Disputes for Chase Bank Account transactions(cards & checks)
- Analyzed financial statements to identify discrepancies, irregularities and fraudulent activity.
- A Multi Skilled on Check Fraud, Regulation E Claim, Electronic
- Money Movement, Deposit review, NAS (New Account Screening), Fraud File Auto Charge backs for services and merchandises related disputes.
- Empathetic, sincere and eager to help the customers and businesses
- The disputes are mostly Regulation E. Regulation CC, Regulation CC and VISA related involves merchant calling to mitigate the issues which the customer usually end up in losing their funds.
- Acting as a neutral partner during merchant calling.
- Advise Chase customers (Retail and Business) to protect the account from online, debit card, ATM card and check fraud.
- Representing Chase as a brand in every engagement with third parties, which may be Merchants, Other Financial Institutions, Law Enforcement Agents Internal Employees etc.
- Have been selected to be cross skilled on Check Fraud & Disputes.
- Have knowledge on the cycle of a claim (Chargeback, Merchant Representment, PreArbitration.
- Analyzing the claims & assisting in claim approval/denial. Reporting potential fraud customers to Chase.
- Reporting & resolving ATM deposits or withdrawal issues.
- A Spoc for PBG (People Belongings and Guidelines) for the team.
- Previously worked under the Productivity Pillar for the site: QA Pillar Award for 100% Quality and 0 errors from January till April 2019.
- In Top 30% for Q3 and Q4 2017 in Productivity Best Availability for 2017 and 2018
Education
Bachelor of Accountancy - Business Management
Indian Institute of Technology And Management
Karnataka, India09.2015
Skills
- Microsoft Word, Excel, PowerPoint, Exchange
- Databases
- Process Optimization
- Information security
- Customer Service and Assistance
- Customer Relations
- Office 365
- Good Communication Skills
- Inputting Claims
- Collaborative Environments
- Delinquency Monitoring
- Problem Resolution
- High-Volume Call Environments
- Telephone Etiquette
- Understanding Customer Needs
- Calm and Professional Under Pressure
Timeline
FirstSource Pvt Ltd
Senior CSA
08.2023 - 11.2023
Inside Sales and Mortgage Specialist
Visionet Systems Pvt Ltd
11.2019 - 09.2023
Claim and Fraud Specialist
JP Morgan Chase & Co
08.2016 - 05.2019
Bachelor of Accountancy - Business Management
Indian Institute of Technology And Management
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