Mohd Khurram

I began managing a team of 15 representatives, and I consistently produced strong results each month. Here are a few activities I once engaged in:

• I created an inspiring team environment with an open communication culture.
• Exhibited high energy and professionalism when dealing with clients and staff.
• Conducted regular staff meetings to discuss customer service issues and potential solutions.
• Resolved product or service problems by clarifying customer's complaint, determining cause of problem and selecting best solution to solve problem.
• Increased efficiency and performance by monitoring team member productivity and providing feedback.
• Since it's important for every company to have a constant flow of money to run its business properly, I ensured that all team members were doing soft collections on every delinquent account.
• Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
• Resolved associate, tool and service delivery issues revealed by statistical reports.
• Managed timely and effective replacement of damaged or missing products.

P.S. My team and I always exceeded the expectations of the management and our clients.

I took over responsibility for the callback and chat teams' quality control in our campaign. In addition, I was in charge of overseeing the client calibration calls, assessing various data, and running numerous coaching and OOO sessions for process improvement. Here's a quick insight into my job role:

• Compiled and distributed weekly feedback to team leaders and managers to improve service time and quality while increasing productivity.
• Developed training materials, SOPs and work instructions to supplement new team member onboarding.
• Led process improvement projects to help operations meet and exceed quality standards and reduce costs.
• Participated in departmental meetings to establish short- and long-term strategy.

The management and clients were happy with the way I performed, and they also recognized me many times during the RNR ceremonies.

I started working for Sprint, a U.S. telecommunications provider. I used to answer the customers questions related to billing, equipment, and the network. Here's a quick insight into my job role:

• Asked open-ended questions and researched issues in system to resolve various customer billing errors.
• Educated customers about upcoming promotions and deals to boost sales.
• Made reasonable procedure exceptions to accommodate unusual customer requests.
• Answered constant flow of customer calls with minimal wait times.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

In my nine months of tenure working as a CSE, I became the top performer in my campaign five times in total. Moreover, I received special recognition from the clients during calibration calls as well.