Summary
Overview
Work History
Education
Skills
Accomplishments
Work Preference
Timeline
Generic

Mohammed Zachriyya

Team Leader
Bengaluru,India

Summary

  • Organized Team Leader builds positive rapport, inspire trust and guide teams toward achievement of organizational goals. Strong facilitator adept at working cross-departmentally with co-management and top-level leadership. Excellent trainer and mentor.
  • Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
  • To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.

Overview

10
10
years of professional experience
1
1
Language
6
6
years of post-secondary education

Work History

Team Leader

Bright Money
Bengaluru, IN
10.2020 - Current
  • Recommended solutions to complex situations through research and critical thinking and escalated customer to supervisors 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.
  • Trained and supervised team of customer service representatives in providing quality service to customers.
  • Resolved product or service problems by clarifying customer's complaint, determining cause of problem and selecting best solution to solve problem.
  • Conducted regular staff meetings to discuss customer service issues and potential solutions.
  • Evaluated customer service staff performance and provided constructive feedback.
  • Handled day-to-day customer contact via phones, Chats, and emails.
  • Reduced process inconsistencies and effectively trained team members on best practices and protocols.
  • Increased efficiency and performance by monitoring team member productivity and providing feedback.
  • Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
  • Cross-trained existing employees to maximize team agility and performance.
  • Maximized performance by monitoring daily activities and mentoring team members.
  • Onboarded new employees with training and new hire documentation.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • Established performance goals for employees and provided feedback on methods for reaching those milestones.
  • Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.

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
01.2015 - 12.2017

Commerce - Commerce

National Junior College
Bangalore
05.2006 - 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 management
  • Process Management: Dealt with different types of customers/accounts like mortgage, loans, banking and premier customers I have also dealt with Anti Money laundering and fraud investigation department helping them identify fraud and ML activities on accounts without tipping off the customers
  • P>Receiving support
  • P>Complaint resolution
  • P>Multi-line phone talent
  • P>Staff education and training
  • P>Training development aptitude
  • Leadership
  • Employee Recognition
  • Team Meeting Facilitation
  • Team-Building Exercises
  • Employee Guidance
  • Special Assignments
  • Process Improvement Initiatives
  • Calm and Professional Under Pressure
  • Customer Retention Strategies
  • Issue and Complaint Resolution

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

Work Preference

Work Type

Full Time

Work Location

On-SiteRemoteHybrid

Important To Me

Company CultureWork-life balanceTeam Building / Company Retreats

Timeline

Team Leader

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
01.2015 - 12.2017

Senior Customer Service Executive

HSBC Electronic Data Processing India Ltd
04.2013 - 12.2015

Commerce - Commerce

National Junior College
05.2006 - 05.2008

SSLC

Bangalore University
03.2005 - 03.2006

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Mohammed ZachriyyaTeam Leader