Travel, Listening to Music and Reading
Mohammed Ayman Khan
Senior Customer Care Executive
Thane
Summary
Dynamic and results-oriented professional with extensive experience in customer service and team leadership, notably at Tata Business Hub Tata Nexarc. Excelled in complaint resolution and CRM tools like Zendesk, enhancing customer satisfaction and team efficiency. Demonstrates exceptional communication and problem-solving skills, contributing to significant improvements in client relations and operational workflows.
Overview
14
14
years of professional experience
2
2
Languages
Work History
Team Member Helpdesk
Tata Business Hub Tata Nexarc
10.2021 - 03.2022
- Kept work areas clean, organized, and safe to promote efficiency and team safety.
- Contributed to team success by completing jobs quickly and accurately.
- Learned all required tasks quickly to maximize performance.
- Contributed to a positive work environment by consistently demonstrating professionalism, adaptability, and strong interpersonal skills.
- Addressed and resolved customer complaints in polite and professional manner.
- Developed strong customer service and product knowledge skills to enhance individual and team performance.
- Provided exceptional support to colleagues by sharing knowledge, offering assistance, and fostering teamwork.
- Increased customer satisfaction with prompt and accurate responses to inquiries, addressing concerns, and resolving issues.
- Resolving Complaints & Queries.
- Taking Care of Calls, Emails, Chats & Grievances.
Senior Customer Care Executive
XPO Logistics
08.2019 - 11.2019
- Exceeded performance targets consistently, earning recognition as a top performer within the department.
- Collaborated with cross-functional teams to address complex customer inquiries, resulting in timely solutions.
- Mentored junior team members, improving overall team performance and cohesiveness.
- Leveraged CRM systems to effectively track client interactions and maintain accurate records of communication history.
- Managed a diverse range of escalated cases, ensuring resolution according to company guidelines and policies.
- Maintained clear lines of communication between customers and internal stakeholders, ensuring timely resolution of all queries.
- Achieved high levels of customer retention through personalized attention and exceptional service.
- Provided constructive feedback during weekly meetings with management on operational challenges faced by the team.
- Played an integral role in cross-departmental projects aimed at enhancing overall client experience.
- Conducted root cause analyses on recurring issues, identifying areas for process improvement or additional training needs.
- Assisted management in developing new procedures for case escalation, reducing resolution times significantly.
- Reduced response time with thorough knowledge of company products and services.
- Developed strong relationships with clients, leading to repeat business and referrals.
- Providing assistance by Voice to customers and business partners concerning product deliveries, returns, and
exchanges - Diagnosing assessing and resolving problems or issues timely within the established Level of Service.
- Handling customer complaints and concerns.
- Communicating with customers when necessary to advise shipments delay and/or information necessary to process orders.
Vip Service Consultant
People Interactive Private Limited Shaadi.com
11.2018 - 07.2019
- Analyzed customer feedback data to identify trends and implement targeted improvements, leading to consistently high satisfaction scores.
- Played an instrumental role in driving organizational growth by securing high-value accounts through strategic networking efforts.
- Managed a portfolio of clients, ensuring timely delivery of services and prompt resolution of any issues that arose.
- Provided information about service procedures and expected timelines.
- Successfully collaborated with cross-functional teams in order to develop innovative service offerings tailored to the unique needs of each client.
- Provided exceptional support to customers, resulting in a significant decrease in complaint rates.
- Discussed options with clients and determined appropriate plans.
- Conducted comprehensive needs assessments to identify areas for service improvement and tailored solutions accordingly.
- Consistently updated knowledge of industry trends and best practices, ensuring the delivery of cutting-edge solutions to clients at all times.
- Ensure accurate identification of the clients' requirements and helping them find the right match with a seamless best in class experience over the phone.
- Progressive in approach and yet respect tradition and backgrounds for HNI clients.
- Ensure adherence to service delivery standards and excellence in service.
- Partner with the clients in their search for a life partner.
Senior Customer Care Executive
Serco BPO Private Limited
07.2011 - 08.2012
- Exceeded performance targets consistently, earning recognition as a top performer within the department.
- Collaborated with cross-functional teams to address complex customer inquiries, resulting in timely solutions.
- Leveraged CRM systems to effectively track client interactions and maintain accurate records of communication history.
- Managed a diverse range of escalated cases, ensuring resolution according to company guidelines and policies.
- Inbound customer service calls from UK customers for train times & fares.
- Booking Rail tickets over the phone.
- Helping customers in planning their travel & helping them with the best times & cheapest fares.
Team Member
Absolute International
10.2007 - 08.2010
- Contributed to team success by completing jobs quickly and accurately.
- Learned all required tasks quickly to maximize performance.
- Contributed to a positive work environment by consistently demonstrating professionalism, adaptability, and strong interpersonal skills.
- Developed strong cooperative relationships with coworkers and managers.
- Provided exceptional support to colleagues by sharing knowledge, offering assistance, and fostering teamwork.
- Increased customer satisfaction with prompt and accurate responses to inquiries, addressing concerns, and resolving issues.
- Gained recognition for delivering excellent customer service through active listening, empathetic communication, and timely resolution of concerns.
- Maintained productive, efficient approach to all tasks.
- Maintained strict adherence to company policies and procedures while sustaining high-quality work standards under pressure.
Education
Master Of Arts - Sociology
Institute of Distance And Open Learning
Mumbai06.2019
HSSC - Arts
Hislop College
Nagpur 10.2007
Bachelor Of Arts - English Literature
Institute of Distance And Open Learning University
Mumbai 10.2007
SSC - Maths
Bishop Cotton School
Nagpur03.2003
Skills
Fluent in English and Hindi
Team Building
Complaint resolution
Proficient in CRM and Ticketing Tools like Fresh desktop, Zendesk and Freshworks
Problem-Solving
Excellent Communication
Decision-Making
Teamwork and Collaboration
Planning and Coordination
Organization and Time Management
Flexible and Adaptable
Self-Motivated
Active Listening
Teambuilding
Multitasking Abilities
Good Telephone Etiquette
Written Communication
Critical Thinking
Proficient in Zoho Chat and Salesforce
Interpersonal Communication
Analytical and Critical Thinking
Accomplishments
A voracious book reader with interests in non fiction, self help, autobiographical and travel books.
Likes to listen to Music and is a Solo Traveler having traveled PAN India.
Interests
Timeline
Team Member Helpdesk
Tata Business Hub Tata Nexarc
10.2021 - 03.2022
Senior Customer Care Executive
XPO Logistics
08.2019 - 11.2019
Vip Service Consultant
People Interactive Private Limited Shaadi.com
11.2018 - 07.2019
Senior Customer Care Executive
Serco BPO Private Limited
07.2011 - 08.2012
Team Member
Absolute International
10.2007 - 08.2010
Master Of Arts - Sociology
Institute of Distance And Open Learning
HSSC - Arts
Hislop College
Bachelor Of Arts - English Literature
Institute of Distance And Open Learning University
SSC - Maths
Bishop Cotton School