Mohammed Fiyaz Baig
CRM Manager
Summary
Goal-oriented manager with distinguished experience in Customer service industries and proven leadership abilities. Expert in increasing productivity and customer satisfaction while driving revenue and sales. Committed to streamlining procedures while optimizing employee talent. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Resourceful Manager offering history of success coordinating and monitoring operations across various departments. Highly committed with hardworking mentality to maintain quality of services and products.
Overview
15
15
years of professional experience
5
5
Languages
Work History
CRM Manager
Arvind Internet LTD/ Shiprocket
Bangalore
03.2015 - 04.2023
- Demonstrated products to show potential customers benefits and advantages and encourage purchases.
- Achieved sales goals and service targets by cultivating and securing new customer relationships.
- Engaged in product training, demonstrations, consumer awareness, branding, and acquisition initiatives to raise awareness and revenues.
- Maintained financial controls, planned business operations and control expenses while identifying and pursuing opportunities to grow business operations and boost profits.
- Resolved problems with high-profile customers to maintain relationships and increase return customer base.
- Aligned company goals with customer outcomes and increased satisfaction by automating contact management systems.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Achieved established KPI for company, regional team and individual performance through teamwork and focus on customers.
- Increased profit margins by effectively controlling budget and overhead and optimizing product turns.
- Managed revenue models, process flows, operations support and customer engagement strategies.
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Worked flexible hours across night, weekend and holiday shifts.
- Resolved problems, improved operations and provided exceptional service.
- Managed time efficiently in order to complete all tasks within deadlines.
- Skilled at working independently and collaboratively in a team environment.
- Gained extensive knowledge in data entry, analysis and reporting.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Applied effective time management techniques to meet tight deadlines.
- Maximized performance by monitoring daily activities and mentoring team members.
- Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
- Managed and motivated employees to be productive and engaged in work.
- Developed and implemented business strategies to achieve business goals and stay competitive.
- Controlled costs to keep business operating within budget and increase profits.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Defined clear targets and objectives and communicated to other team members.
- Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
CRM Specialist
Flipkart Internet Pvt. Ltd
Bangalore
09.2011 - 02.2015
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Updated account information to maintain customer records.
- Provided primary customer support to internal and external customers.
- Responded to customer requests for products, services, and company information.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Handled customer inquiries and suggestions courteously and professionally.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Increased efficiency and team productivity by promoting operational best practices.
- Maintained up-to-date knowledge of product and service changes.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
- Cross-trained and provided backup support for organizational leadership.
Customer Service Executive
SERCO BPO LTD
Bangalore
01.2011 - 05.2011
- Developed working relationships with internal and external customers while assisting with account management duties.
- Employed comprehensive benchmarks to establish and monitor customer service standards.
- Provided company information and policies to customers upon inquiry and answered questions via phone, email, or online chat.
- Assessed customer service trends and evaluated complaints to determine areas in need of enhancement.
- Escalated critical customer issues to supervisor to avoid lost revenue and canceled policies.
- Responded to customer requests for products, services, and company information.
- Provided primary customer support to internal and external customers.
Executive - Operations
AEGIS BPO
10.2008 - 07.2009
- Built and strengthened relationships across functional leadership areas to keep revenue development and operational plans interconnected and effective.
- Applied excellent problem-solving, process development, and strategic implementation skills to lead and support all areas of operations.
- Strategically coordinated operations according to objectives and capabilities, effectively allocating resources to meet demands
- Assisted with proactive client outreach initiatives and documented client correspondence in CRM system.
- Set clear goals to monitor targets and offered real-time input on performance and motivation.
Education
High School Diploma -
Sri Jayachamarajendra Govt Polytechnic
Bangalore 03.2006 - 2008.04
Skills
Policies and procedures
undefinedAccomplishments
- Awarded for managing the One Channel ticketing system successfully for the entire organization.
- Awarded for driving the entire team in reaching the Monthly, Quarterly and yearly Target and maintain the KRA.
- Awarded the best employee satisfaction team of the year.
- Managed attrition less than1% for 5 consecutive years.
Additional Information
Date of Birth: 19/09/1989
Marital status: Married
Timeline
CRM Manager
Arvind Internet LTD/ Shiprocket
03.2015 - 04.2023
CRM Specialist
Flipkart Internet Pvt. Ltd
09.2011 - 02.2015
Customer Service Executive
SERCO BPO LTD
01.2011 - 05.2011
Executive - Operations
AEGIS BPO
10.2008 - 07.2009
High School Diploma -
Sri Jayachamarajendra Govt Polytechnic
03.2006 - 2008.04
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