Mohammed Shakhib
Bangalore
Summary
Dynamic Community Coordinator at Khoros with expertise in content moderation and crisis management. Proven track record of enhancing brand loyalty through strategic community engagement and data analysis. Recognized for exceptional customer support and effective communication, consistently achieving top performance in high-pressure environments. Passionate about driving community development and fostering strong relationships.
Overview
10
10
years of professional experience
Work History
Community Coordinator
Khoros
11.2021 - Current
- Coordinated event organization, managed communications, and drove initiatives to boost community involvement and brand loyalty.
- Fostered strong relationships by engaging and supporting community networks both online and offline.
- Executed daily moderation activities, ensuring compliance with community guidelines and managing user-generated content.
- Handled high volumes of inbound conversations, proactively identifying issues and resolving customer escalations.
- Monitored brand reputation within online communities by analyzing discussions and identifying engagement opportunities.
- Collected and analyzed community data using technical tools to extract actionable insights for strategic reporting.
- Collaborated with team leads to provide updates on customer conversations and proactively manage critical issues.
- Served as a subject matter expert on moderation tools, offering strategic support to enhance community management effectiveness.
Senior Advisor - Technical Support
Concentrix
Bangalore
12.2020 - 11.2021
- Resolved technical issues to enhance product understanding and efficiency.
- Maintained high customer satisfaction through effective support and communication.
- Contributed to process improvement initiatives, streamlining operations and workflows.
- Achieved top performer status, consistently meeting or exceeding quality and productivity targets.
- Assisted in training team members, leveraging subject matter expertise to improve team performance.
Digital Interaction Specialist
[24]7 Customer Private Limited
Bangalore
05.2015 - 12.2020
- Resolved customer complaints through chat while addressing order issues promptly.
- Prevented fraud and consistently achieved chat quality and service targets.
- Delivered exceptional customer support via chat, resolving product and service issues for diverse client portfolios.
- Identified and canceled fraudulent orders, preventing financial losses for the program.
- Served as Subject Matter Expert (SME) for 8 months, mentoring peers and driving process improvements.Consistently met monthly targets while maintaining high-quality standards in customer interactions.
- Awarded Top Performer at 24/7 Customer, earning an Australian trip from clients.Received Customer Hero Award (Quarterly Champion) for outstanding performance.Honored with Wall of Fame recognition for exceptional contributions.
Education
Bachelor of Commerce - B.Com
DIPS Institute
Senior Secondary School -
Jame-UI-Uloom Pre-University College
Secondary School -
SMT. Kamalabai High School
Skills
- Microsoft Office Suite
- Computer proficiency
- C programming
- Data analysis
- Customer support and technical assistance
- Content moderation and community engagement
- Effective customer communication
- Client assessment and needs analysis
- Time management
- Performance metrics analysis
- Community development strategies
- Crisis management and resolution
- Communication strategies and conflict resolution
- Active listening skills
- Team collaboration and organizational skills
- AI utilization in projects
- Quality assurance processes
- Automation testing and implementation
- Test planning and execution
- Attention to detail in tasks
- Problem solving techniques
Languages
English, Hindi, Urdu
Hobbies and Interests
Gaming, Traveling, Watching Movies
Other Activities
- Volunteered in college and office events
- Participated in the Treasure Hunt by Presidency College
Personal Details
- Date of Birth: 1996-01-24
- Marital Status: Single
- Nationality: Indian
Languages
English
First Language
Accomplishments
I joined Khoros as a Chat Agent and, over the course of three years, progressed through multiple roles. I was promoted to Technical Support, contributed to quality assurance projects, trained and tested our chatbot, and later transitioned into the role of Community Coordinator. I eventually advanced to become a Co-Moderator Lead for one of our communities.
Received multiple awards within the first year at Concentrix for exceptional customer satisfaction, consistently surpassing monthly performance targets as measured by post-interaction surveys.
Awarded Top Performer at 24/7 Customer, earning an Australian trip from clients. Received Customer Hero Award for outstanding performance.Honored with Wall of Fame recognition for exceptional contributions
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Community Coordinator
Khoros
11.2021 - Current
Senior Advisor - Technical Support
Concentrix
12.2020 - 11.2021
Digital Interaction Specialist
[24]7 Customer Private Limited
05.2015 - 12.2020
Bachelor of Commerce - B.Com
DIPS Institute
Senior Secondary School -
Jame-UI-Uloom Pre-University College
Secondary School -
SMT. Kamalabai High School
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