Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Mohammed Zachriyya

Senior CSR
Bengaluru

Summary

Knowledgeable and dedicated customer service professional with extensive experience in Banking industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.

Overview

9
9
years of professional experience
5
5
years of post-secondary education
1
1
Language

Work History

Senior CSR

Bright Money
Bengaluru
10.2020 - Current
  • Recommended solutions to complex situations through research and critical thinking and escalated customer to supervisor for enhanced support.
  • Supported customer questions and issues by gathering data, analyzing needs, evaluating possible resolutions and implementing best solutions.
  • Resolved customer complaints by distinguishing, prioritizing and reporting technical issues.
  • Participated in ongoing training to learn new products and enhance skills to optimize customer support delivery.

HR Assistant

Amazon Corporate
02.2019 - 09.2020
  • Key Deliverables
  • Handling HR related calls for all types of employees that includes corporates, Fulfillment Centers, whole foods shoppers etc
  • Providing them with all the latest updates in terms of site closures, change in policies, time card corrections
  • ERC is the first point of contact in terms of any discrepancy in the pay
  • Assisting employees in making them understand all the tax deductions or any other deductions on their paycheck which they do not understand and also if they got paid incorrectly or did not get paid at all
  • ERC is the first point of contact for all the employees working at fulfillment centers to report their absence if cannot do it via self-service
  • Hands on experience on ADP portal, Pay force, Panorama tool and provide support on company policies like leave of absence, Benefits, Time and attendance and various polices related to associates pay
  • Notable Highlights
  • Always achieved quality and some times over achieved it too
  • Focused on First Call Resolution which in turn creates a positive impact and is time saving for the business and the customers who are also employees of Amazon as it is Employee Resource Center.

Claims Specialist

JP MORGAN CHASE & Co
Bangalore
01.2016 - 08.2018
  • Handling telephone banking calls for debit card fraud and check fraud resolving issues to prevent fraud
  • Provided mentoring and training to new employees, encouraged team-building activities and implemented monthly continues monitoring their targets
  • Walked customers through Tier I technical issues, including password resets and email verifications
  • Answered questions regarding accounts and payments while ensuring customers were satisfied with service provided and issues being resolved
  • Resolved inbound calls in 5 minutes or less, consistently hitting 96%+ of daily call metrics
  • Notable Highlights
  • Been the Top Candidate in metrics under Customer Service, Quality, and AHT
  • ( Average Handling Time )
  • Recommends process and script improvements, resulting in a 15% decrease in average call times

Senior Customer Service Executive

HSBC Electronic Data Processing India Ltd
Bangalore
04.2013 - 12.2015
  • HSBC Direct)
  • Key Deliverables
  • Handling telephone banking and personal internet banking customer calls, resolving their issues/queries by proving excellent customer service within a stipulated time
  • Rendering training and mentoring sessions to the Customer Service Executives (CSEs) for extending superior service and for assessing different customer needs and offering appropriate products to the customers within the stipulated time
  • Responsible for attending conference calls and video conference with various Global Service Centers and business clients to discuss the sites performance and challenges
  • Notable Highlights
  • Distinction of being awarded “Superstar” on several occasions for the outstanding performance as Team Senior
  • Functioned as an active contributor to the team’s success in achieving the “Golden League Team of the Quarter Award” on several occasions
  • Played an instrumental role in motivating the team to exceed the set targets and perform excellently thereby resulted in the team been nominated as the “100 Club Semi Finalist” where 100 excellent performers (Individuals / teams) across the Globe are recognized for their outstanding performance
  • Championed excellent customer service by addressing customer questions or concerns regarding products, pricing, and availability resulting in a 93% customer retention rate.

Education

Bachelor of Commerce -

Dr CV Raman University
Bilaspur
04.2015 - 04.2017

Commerce - Commerce

National Junior College
Bangalore
04.2006 - 05.2008

SSLC

Bangalore University
Bangalore
03.2005 - 03.2006

Skills

Customer Relationship Management: Mapping client’s requirements, identifying improvement areas & implementing measures to maximize customer satisfaction levels Ensuring continuous interaction with the customer to make sure that area of concern can be worked upon for improved service levels (SLAs)Excellent interpersonal skills and a trained expert in conflict managementundefined

Accomplishments

  • Supervised team of 20 staff members.
  • Collaborated with team of 5 in the development of the SSN project in order to be more compliant
  • Achieved positive customer app reviews through effectively helping with service recovery tasks
  • Worked as a trainer and currently working as an active team leader in order to get more experience in that specific field

Timeline

Senior CSR

Bright Money
10.2020 - Current

HR Assistant

Amazon Corporate
02.2019 - 09.2020

Claims Specialist

JP MORGAN CHASE & Co
01.2016 - 08.2018

Bachelor of Commerce -

Dr CV Raman University
04.2015 - 04.2017

Senior Customer Service Executive

HSBC Electronic Data Processing India Ltd
04.2013 - 12.2015

Commerce - Commerce

National Junior College
04.2006 - 05.2008

SSLC

Bangalore University
03.2005 - 03.2006

Similar Profiles

CREATE PROFILE
Mohammed ZachriyyaSenior CSR