MOIN SHAIKH

Guruaid (Customer Service/Retention/Claims)

• Managing the entire guruaid process post downsizing.
• Heading Inbound/Outbound/Renewals & Technical dept.
• Ensure the revenue closes above $200,000/ month.
• Ensuring targets are met on a daily/monthly basis without hampering the experience of the customer and providing FCR at all given time.
• Conducting review with team supervisors on the overall performance and suggest corrective measures as needed.
• Conducting skip level meeting with the associates every quarter.
• Analyze forecast attrition from team supervisors and take initiatives to control attrition and improvement plan.
• Ensure to build a highly inclusive culture within the team and ensure the organizational outcomes are met.
• Interviewing candidates and take hiring decision.

Tech-Assured

• Managing a team of 7 advisors and 1 team leader
• Calling customers to provide manage IT and cloud services.
• Develop and create business requirements documents for each module.
• Identify bottlenecks during development and facilitate smooth deployment.
• Managing entire program lifecycle till operations roll out. (process is in teething period)

Returns/Customer Service

• Responsible for controlling the returns (claim/refund and chargeback) attributing on the payment processor.
• Email handling on the following aspects:
• Customer complains/request, emails from head office.
• Responding to the email sent by clients according to their needs and requests.
• Analyzing and updating daily/monthly reports on emails.
• Work in tandem with head office to address complaint emails sends to ombudsman.
• Handling multiple dept. concurrently and also introduced upsell in (Post sales follow up/Schedule call back/VM-Abandon follow up)
• Initiated and successfully implemented in house NPS (Net Promoter Score) survey.
• Applied multiple methodologies which lead to historic reduction on refund and chargeback. (13% to 8% within 8 months)

Retention

• Handled retention project from scratch and reached to more than $100,000/month.
• Understanding operations processes/guidelines and identify process gaps.
• Improved lead per call revenue from $12 to $34 within a year.
• Introduced various functionaries in renewals to overcome any challenges which may impact the quality of service or sales of the dept.
• Consistently meet or exceed gross profit goals.
• Increased productivity while simultaneously maintaining headcount.
• Oversaw development and launch of additional services.
• Handle a team of 20-25 advisors at all given time.
• Identified operational issues and devised goals and plans to address them.
• Analyzed progress and held monthly meetings regarding goals and tasks.
• Conducted online training sessions with head office team in the U.S. to test the process offshore.

ORM (Online Reputation Management)

• Drove impressive improvement across the business by implementing ORM (Online Reputation Management)
• Managed to generate more than 10000 plus reviews on Facebook, Google Plus, Site Jabber, BBB, Hot Frog, Review Centre, and Reseller Ratings.
• Responding to reviews to ensure company's online visibility.
• Engaged with various dept. and conducted sessions to emphasize the importance of ORM and its positive impact on our business.
• Prepare and update reports on daily basis and shared the same management.

• Customer Service/Retention
• Joined as an advisor in customer service dept. to handle issues of the customer on inbound calls and upsell their contract.
• Moved to retentions dept. after a period of 2 years due to requirement and good upsell performance.
• Meet the daily target by renewing customer's subscription to purchase handset contracts.
• Became a Subject Matter Expert within a year (not on papers)
• Handle newcomer advisors and attain the monthly target of retentions and ensuring the process SLA's are met.
• Work closely with the OJT department to train newcomers and creating a smooth transition for the advisors.
• Constant endeavor of grooming the advisors to grow to the next level.
• Work in tandem with various departments like Training & Quality and development process in coordination with them for increased production levels.

Customer Service/Upsell

• Trained to make online reservations for air, car and, hotel using IATA based Sabre software tool.
• Upsell insurance on air reservations
• Provide feedback to Team Leads / Team Managers on ways to enhance customer service.

Outbound Sales

• Outcall prospect customers to sell subscriptions/magazine based on their respective field of work.
• Outcall customers and generate reviews on various products on behalf of US-based clients.
• Sell AT&T mobile services to customers in the USA.
• Worked with quality team for a term of six months.