Associate 1
CleanHarbors
01.2024 - 02.2026
Hi, I’m
Mohammed Salman
Associate 1
Bengaluru,KA
Summary
Professional with proven expertise in customer support, adept at resolving issues efficiently and enhancing client satisfaction. Strong collaborator who thrives in team environments and adapts readily to changing demands. Skilled in communication, problem-solving, and using CRM software to deliver impactful results. Known for reliability and results-driven approach, ensuring high standards are consistently met.
Work History
CleanHarborsBengaluru, KA
Associate 1
01.2024 - 02.2026
Job overview
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Responded to customer requests for products, services, and company information.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Solved customer challenges by offering relevant products and services.
- Built relationships with customers to encourage repeat business.
- Engaged with customers to build rapport and loyalty.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Part of the Escalation team while handling all supervisor calls.
- Utilized CRM tools to track customer interactions and sales, enhancing effectiveness of follow-up communications.
AccentureBengaluru, KA
Customer Service Representative
03.2023 - 01.2024
Job overview
- Delivered technical support to customers, resolving complex issues, and ensuring high customer satisfaction through effective solutions.
- Advised clients on technology solutions and best practices, facilitating successful implementation and user adoption.
- Address and resolve billing inquiries and disputes, working closely with finance and accounting teams to ensure accuracy and compliance.
- Identified opportunities to enhance billing practices, and implemented changes to streamline processes.
- Oversee and manage all aspects of the billing process, including generating invoices, processing adjustments, and performing reconciliation.
- Maintain detailed records of customer interactions, technical issues, and billing activities.
- Work closely with cross-functional teams, including engineering, finance, and sales, to ensure seamless service delivery and issue resolution.
- Participate in team meetings, and contribute to strategic planning and process improvement initiatives.
247.aiBengaluru, KA
Customer Service Specialist
12.2021 - 03.2023
Job overview
- Resolved customer inquiries related to billing issues, discrepancies, and payments.
- Processed refunds and adjustments, handling payment transactions to ensure customer satisfaction.
- Provided technical support by troubleshooting and resolving product and service-related issues, and collaborating with internal teams for complex problems.
- Maintained accurate records of customer interactions, facilitating efficient issue resolution, and improving customer satisfaction.
- Identified trends in billing and technical issues to recommend process improvements, and developed documentation to enhance support efficiency.
- Analyzed billing and technical support data to identify trends, recommend process improvements, and develop documentation to enhance service delivery.
- Developed documentation to streamline support for common customer issues, enhancing resolution efficiency.
Education
Capital UniversityJhumri Jharkhand
BBA from Commerce
06.2021 - 06.2024
University Overview
- Completed professional development in Commerce.
Siddhartha PU CollegeBangalore
High School Diploma
06.2014 - 06.2015
Skills
Oracle
Data analysis
Microsoft Excel
Outlook
Customer issue resolution
Process improvement
Team building
Customer relations
Problem-solving
Active listening
Product knowledge
Critical thinking
Decision-making
Complaint handling
Customer relationship management (CRM)
Conflict resolution
Building rapport
Escalation management
Business development
Accomplishments
- Documented and resolved Escalation Calls which led to Appreciation Calls.
- Achieved highest quality through effectively helping with team handling.
- Supervised team of 5 staff members.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Achieved positive outcome by completing Escalation calls with accuracy and efficiency.
- Resolved product issue through consumer testing.
- Have been awarded performer of the month consecutively for achieving high first time resolutions and customer satisfaction surveys.
- Achieved 98% of CSAT and FTR by taking all calls with accuracy and efficiency.
- Telephone Service - Efficiently handled over 80 calls daily, delivering information and service to guarantee customer satisfaction.
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- Promoted products and encouraged customers to upgrade their existing product plans.
Timeline
Customer Service Representative
Accenture
03.2023 - 01.2024
Customer Service Specialist
247.ai
12.2021 - 03.2023
Capital University
BBA from Commerce
06.2021 - 06.2024
Siddhartha PU College
High School Diploma
06.2014 - 06.2015