Mohd Mohatshim

• Lead and manage a team of customer service representatives in a busy BPO call center environment, ensuring exceptional customer service delivery and satisfaction.
• Train, coach, and mentor team members on customer service best practices, product knowledge, and problem-solving techniques, resulting in a highly skilled and motivated team.
• Monitor and evaluate team performance, providing regular feedback and conducting performance reviews to identify areas for improvement and recognize achievements.
• Collaborate with other team leaders and departments to streamline processes, resolve customer escalations, and enhance overall customer experience.
• Handle escalated customer inquiries and complaints, demonstrating strong conflict resolution skills and a customer-centric approach to problem-solving.
• Implement and maintain quality assurance standards, conducting regular audits of customer interactions to ensure adherence to company policies and service standards.
• Effectively handle challenging situations and irate customers, maintaining composure and professionalism to de-escalate conflicts and find appropriate resolutions.
• Utilize various software applications and customer relationship management (CRM) systems to track customer interactions, gather data, and generate reports for analysis and improvement.

• Supervised shipping and handling operations.
• Supervised shipping and receiving, distribution, and workplace safety.
• Used warehouse management software to reconcile daily inventory.
• Monitored company inventory to keep stock levels and databases updated.
• Kept documentation and records accurate and up-to-date with latest data to prevent
• errors in processing or delivery.

• Used to process claims after receiving them in inventory on the daily basis.

• Handled high charge claims of texas state with the priority of 30 days per claim.

• Generated, posted and attached information to claim files.

Resubmitted claims after editing or denial to achieve financial targets and reduce outstanding debt.

• Helped adjustment team with escalating claims to the adjustment department.

• Used to open bank account for the customer after receiving requests in inventory.

• Outlined appropriate processes and procedures to fulfill and complete inquiries.

• Cross trained in multiple LOB's

• Worked in disputes and mortgage departments