Mohammed Mubarak Shariff

SELLER SUPPORT :

• End to End Customer profile handling SAAS Product.
• Assisting Clients (Sellers) with accurate resolution, With Respect to there dashboard, Sales Projection, Requirements & Modification.
• Helping client with Marketing and logistic related issues.
• Kept detailed records of daily activities through online customer database.
• Managed schedules, accepted time off requests and found coverage for short shifts.
• Minimized resource and time losses by addressing employee or production issue directly and implementing timely solutions.
• Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
• Built strong relationships with customers through positive attitude and attentive response.

• Analyzed key competitors to respond to competitive threats.
• Negotiated and maintained cost-effective contract pricing structures with vendors to produce positive return on investment.
• Facilitated strategic meetings with key stakeholders to understand customer needs and develop action plans.

Roles & Responsibilities :

(Customer Support team L1 & L2 Escalations)

• Customer Escalation Handling.
• Managed Amazon & Flipark.com Seller Dashboard.
• Support base for customer issues through calls emails and chats and social media platforms.
• Resolved customer service issues by finding immediate solutions, increasing customer confidence, and decreasing escalations to executive office.
• Team Handling for about 15 members,
• Data Projections and KRA Building
• Responded to customer requests for products, services, and company information.
• RCA data projections.
• Maintaining team quality above 90%.
• Ticket assignments,
• WFM Management.
• Working on CRM, Microsoft Excel, Power Point, Microsoft Office ETC.
• Provided primary customer support to internal and external customers.

Roles & Responsibilities:

• Provided excellent customer service by efficiently resolving issues and responding to inquiries.
• Managed 80 tickets per day, Maintained 95% Quality Score and 90 % CSAT over calls,
• Collected customer information and analyzed customer needs to recommend potential products or services.
• Assigned and designated job territories to customer care staff according to performance and history.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

• Prepared, rewrote, and edited pieces to improve readability and impact.
• Determined readiness of written pieces, made changes, and approved final versions for publication.
• Handling 200 product listing each day,
• Reviewed articles for grammar, spelling, punctuation, syntax, accuracy, and compliance with quality standards.
• Communicated directly with writers to collaboratively assess work and guide editorial improvements.
• Posted and promoted articles on social media platforms to engage target audience.