Mohd Shahnawaz Sharique
Noida
Summary
Educated professional with a strong desire to deliver outstanding client experiences. Used to working hard and driving rapport with employees and customers alike. Pursuing a customer service executive position with new organization. calm and composed in stressful situations with successful record of reducing customer dissatisfaction through acknowledgment, decisive communication and focused solutions. Expert at finding win-win solutions.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Senior Customer Service Representative
Extramarks education India Pvt Ltd
Noida
03.2022 - Current
- Developed and implemented customer service policies and procedures for Indian and international clients.
- Provided technical support to international clients via phone, email, and chat.
- Resolved escalated customer complaints in a timely manner.
- Maintained accurate records of all customer interactions in the CRM system.
- Identified trends in customer issues and provided recommendations for resolution.
- Handled difficult situations with tact, diplomacy, and professionalism.
- Collaborated with other departments such as Sales, Marketing, and Technical Support.
- Handled calls for new sign-ups, service cancellations and cross-selling opportunities.
- Improved customer satisfaction and retention by proactively reviewing new customer accounts and reaching out to offer assistance.
- Providing proper resolution to each and every school through proper troubleshooting steps.
- Responsible for end to end communication
- Conducted customer service training for new hires.
- Monitored customer feedback surveys to identify areas of improvement.
- Analyzed customer data to identify opportunities for upselling services.
- Ensured compliance with applicable laws and regulations related to customer service.
- Maintained accurate records of all customer interactions in CRM system.
- Provided product information and answered questions regarding features, pricing plans.
- Managed incoming calls from customers while providing exceptional service.
- Tracked orders through shipping companies' websites until they reached their destination.
Chat Support Executive
Great Champ Technology Ltd. Noida
Noida
01.2021 - 12.2021
- Worked as a chat support executive with the international process.
- Provided technical assistance to customers through online chat or telephone support.
- Resolved customer complaints in a timely manner while maintaining a positive attitude.
- Maintain proper coordination between teachers for proper queries.
- Documented all customer interactions and inquiries in the ticketing system accurately and completely.
- Performed quality assurance checks on completed tickets to ensure accuracy of information provided to customers.
Customer Support Executive
Extramarks Education India Pvt. Ltd
Noida
05.2018 - 11.2020
- Participated in regular meetings with other departments.
- Generated reports to track customer satisfaction levels.
- Promoted additional products or services to meet customers' needs.
- Managed customer accounts using CRM software tools.
- Developed strategies to improve customer service experience.
Sales Executive
Cosmo Solutions Pvt. Ltd.
New Delhi
06.2016 - 03.2017
- Implemented processes for cross-selling products or services based on customer needs.
- Utilized CRM software to track leads and manage accounts throughout sales cycle.
- Resolved customer complaints in a timely manner while providing excellent customer service.
- Negotiated contracts with clients on behalf of the company.
Education
Intermediate - Science Education
BNSD Inter College
Kanpur High School - Science Education
St Francis Xavier High Secondary School
Kanpur Bachelor of Technology - Electronics And Communication Engineering
Naraina College of Engineering And Technology
Kanpur Skills
- Customer Support
- Escalation management
- Live chat support
- call controll
- Email management
- CRM Software
Accomplishments
- Received top performer for 3 month in Extramarks education India Pvt Ltd.
Languages
English
First Language
Hindi
Advanced (C1)
C1
Certification
- Computer networking fundamentals.
- Certification for customer service.
Timeline
Senior Customer Service Representative
Extramarks education India Pvt Ltd
03.2022 - Current
Chat Support Executive
Great Champ Technology Ltd. Noida
01.2021 - 12.2021
Customer Support Executive
Extramarks Education India Pvt. Ltd
05.2018 - 11.2020
Sales Executive
Cosmo Solutions Pvt. Ltd.
06.2016 - 03.2017
Intermediate - Science Education
BNSD Inter College
High School - Science Education
St Francis Xavier High Secondary School
Bachelor of Technology - Electronics And Communication Engineering
Naraina College of Engineering And Technology
- Computer networking fundamentals.
- Certification for customer service.
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