MOHAMMED SHAMS KHAN
Udaipur
Summary
To secure a role in a dynamic and growth-driven organization where I can apply my experience in customer service, operations, administration, and quality analysis while expanding my capabilities. I aim to contribute effectively to the organization's goals and am open to exploring new responsibilities, industries, and opportunities that support both professional and personal growth.
Customer-focused and detail-oriented professional with 2+ years of experience in Customer Service Operations and Quality Analysis. Rapidly promoted at IndiGo Airlines for high performance, leadership, and operational efficiency. Strong analytical, communication, and problem-solving abilities with the capacity to handle high-pressure environments. Open to exploring new opportunities, roles, and industries.
Overview
4
4
years of professional experience
Work History
Customer Support Executive Virtual Binz Pvt. Ltd.
Virtual binz
Udaipur
01.2026 - Current
- Facilitated strategic planning meetings to align departmental goals and initiatives.
- Developed and implemented process improvements to enhance operational efficiency.
- Coordinated cross-functional teams to execute company-wide projects successfully.
- Managed stakeholder communications to ensure alignment on project objectives.
- Prepared detailed reports to support executive presentations and board meetings.
- Established relationships with key partners and vendors to ensure successful project outcomes.
Customer Service
IndiGo Airlines
Udaipur
01.2023 - 12.2025
- Promoted from Officer to Executive within one year for outstanding performance and leadership.
- Efficiently manage customer interactions including check-in procedures, boarding assistance, baggage queries, and ticketing support.
- Ensure compliance with aviation, safety, and security protocols while maintaining smooth airport operations.
- Handle escalations and sensitive passenger issues with professionalism, patience, and empathy, resulting in improved customer satisfaction.
- Collaborate with departments such as security, ramp, and crew to ensure timely departures and seamless operations.
- Monitor passenger flow, manage queues, and assist during peak operational hours.
- Prepare daily operational reports, maintain documentation, and support in audits for service quality and compliance.
- Trained new team members on customer service standards, operational workflows, and communication etiquette.
- Known for maintaining calm in high-pressure situations and resolving issues efficiently to avoid delays.
Quality Analysts
Verbolabs Languages
01.2022 - 01.2023
- Conducted quality checks and audits on linguistic, translation, and localization projects ensuring accuracy, clarity, and adherence to guidelines.
- Identified inconsistencies and errors and provided corrective feedback to translators and editors.
- Collaborated closely with the project management team to enhance workflow efficiency and maintain high project quality standards.
- Prepared detailed quality reports, maintained audit logs, and contributed to process improvement initiatives.
- Ensured timely delivery of quality reviews and supported the team in meeting strict client deadlines.
- Strengthened attention to detail and analytical skills which supported later success in operational roles.
Education
10th -
The Stanvard Sr. Sec. School
Udaipur, Rajasthan, IndiaIntermediate (10+2) -
The Stanvard Sr. Sec. School
Udaipur, Rajasthan, IndiaMaster of Finance & Control (MFC) -
MLSU
Bcom -
MLSU
Skills
- Team Work
- Time Management
- Leadership
- Verbal & Written Communication
- Computer Skills
- Leadership Ability
- Command Over Customer Interaction & Service Excellence
- Customer Handling
- Conflict Resolution
- Adaptability
- Professionalism
- Fast Learning Ability
- Team Collaboration
- Leadership Potential
- High Work Ethics
- Quality & Analysis
- Quality checks and process improvement
- Error identification and data logging
- Report generation and accuracy review
- Collaboration with cross-functional teams
Accomplishments
- AOCS Star
- 6E Grooming Star
- 6E Revenue Star
- 6E Fast Tracker
- 6E Fab Debutant
Languages
- Hindi
- English
- Hindi
Quality Analysis
- Quality checks and process improvement
- Error identification and data logging
- Report generation and accuracy review
- Collaboration with cross-functional teams
Customer Service Communication
- Strong verbal and written communication skills
- Ability to handle difficult passengers and resolve conflicts calmly
- Skilled in maintaining professional tone and empathy
- Experience working with diverse customers, including VIP and elderly passengers
Languages
Hindi
First Language
English
Proficient
C2
Gujarati
Elementary
A2
Urdu
Beginner
A1
Timeline
Customer Support Executive Virtual Binz Pvt. Ltd.
Virtual binz
01.2026 - Current
Customer Service
IndiGo Airlines
01.2023 - 12.2025
Quality Analysts
Verbolabs Languages
01.2022 - 01.2023
10th -
The Stanvard Sr. Sec. School
Intermediate (10+2) -
The Stanvard Sr. Sec. School
Master of Finance & Control (MFC) -
MLSU
Bcom -
MLSU