Mohammed Salamat
Bangalore
Summary
Results-oriented Customer Support Specialist with 6.8 years of experience in providing exceptional customer service and leading teams to achieve organizational goals. Proven ability to handle complex customer issues, improve team efficiency, and contribute to overall customer satisfaction. Seeking a challenging role as a Support Specialist cum Team Lead to leverage my skills in managing and leading a customer support team effectively.
Overview
7
7
years of professional experience
Work History
Customer Support Team Lead
Movate Technology
Bangalore
01.2019 - Current
- Led a team of customer support representatives, providing guidance, coaching, and mentoring to achieve team targets and enhance performance
- Monitored and analyzed team performance metrics, implemented improvement strategies and conducted regular feedback sessions to enhance overall efficiency
- Oversaw the resolution of escalated customer issues, ensuring timely and satisfactory solutions
- Collaborated with cross-functional teams to identify and address systemic issues impacting customer satisfaction
- Developed and conducted training programs for team members to enhance product knowledge and customer service skills.
Senior Customer Support Representative
Foray Software PVT
Hyderabad
01.2017 - 01.2019
- Provided top-tier customer support through various channels, including phone and email, ensuring customer satisfaction
- Resolved complex customer issues by demonstrating advanced product knowledge and problem-solving skills
- Assisted in the development and maintenance of a knowledge base to empower team members with information for effective issue resolution
- Acted as a point of contact for team members, providing assistance and guidance in resolving customer issues.
Education
Bachelor of Technology - Computer Science
LIET-JNTU
01.2016
Diploma in Engineering - Information Technology
MANNU-HYD
01.2013
Skills
- Customer Service Excellence
- Team Leadership
- Problem-Solving
- Training and Development
- Escalation Management
- Multichannel Support (Phone, Email)
- MS Excel
- SQL
- Power BI
- Python
Passport Details
P8134631, 09/03/27
Personal Information
- Father's Name: MD.NASIM AHMAD
- Date of Birth: 01/04/89
- Marital Status: Married
Languages
- English
- Hindi
- Urdu
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Customer Support Team Lead
Movate Technology
01.2019 - Current
Senior Customer Support Representative
Foray Software PVT
01.2017 - 01.2019
Bachelor of Technology - Computer Science
LIET-JNTU
Diploma in Engineering - Information Technology
MANNU-HYD