Muhammed Faheem
Bengaluru
Summary
Dynamic Senior Representative Operations with a proven track record at Concentrix Daksh Service India Pvt Ltd, excelling in mediation and issue resolution. Expert in customer support and analytical problem-solving, I significantly enhanced community satisfaction. Skilled in adapting to new technologies and leading teams to success, my approach combines effective communication with exceptional service delivery.
Overview
11
11
years of professional experience
Work History
Senior Representative Operations
| Concentrix Daksh service India pvt ltd (Airbnb)
03.2024 - 10.2024
- Handling mediation between host and guest for reservation concerns, such as alterations, cancellations, and resolution center requests.
- Ensured user issues were resolved or escalated properly.
- Investigated and escalated issues by prioritizing urgency and sensitivity.
- Identified product and process issues affecting the community.
- Utilized available tools for problem resolution and information gathering.
Community Operations Specialist
Dunzo digital pvt ltd
Bangalore
12.2018 - 12.2023
- Handling queries from merchants, users, partner and helping them to get the items picked/delivered assisting them on logistics.
- Managed escalation calls and chats from partners, delivering full-cycle resolution.
- Guided team members in issue resolution.
- Identified and documented bugs to inform development teams.
- Provided comprehensive process updates and product knowledge training to new hires.
Assistant Manager for Customer Support
Ace turtle services pvt ltd
Bangalore
12.2017 - 12.2018
- Assisted customers with inquiries for brands like Puma, Fossil, and Ray-Ban.
- Maintained high levels of customer satisfaction through issue resolution.
- Managed interdepartmental communication to resolve pending issues.
- Handled and addressed user issues via emails and chats.
Senior Travel Consultant
VIA.com
Bangalore
10.2013 - 06.2017
- Managed escalations related to check-in and service issues.
- Ensured accuracy in both domestic and international hotel reservations.
- Handling Fare Inquiry, Bookings, Amendments, Cancellations and Refunds.
- Inbound & Outbound calls B2B / B2C / Corporate queries from clients and reverting e- mails / chats.
- Specialized in using reservation systems and managing transaction processes.
Education
B B M -
Bangalore University
01.2013
P U C -
K P U C BOARD
01.2011
Diploma In Computer Application -
Mega Info Tech Computers
01.2009
S S L C -
KSEEB
01.2008
Skills
- Effective Communication Skills
- Collaborative Teamwork Abilities
- Analytical Problem Solving
- Adapts Swiftly to New Technologies
- Customer Support Expertise
- Experienced in Office Management
- Stress Resilience
- Effective Time Coordination
- Leadership skills
- Exceptional Customer Service
Accomplishments
- Awarded as 'Best employee of the month' for Hardworking and best productivity at Via.com
- Awarded as 'Best employee of the month' for Hardworking, best productivity & Coordination at Aceturtle pvt ltd.
- Awarded as 'Dun-Stars' for being the Top performer twice and Customer Delight Winner at Dunzo digital pvt ltd.
- Awarded as exceptional performance for the month of August 2024 at Concentrix.
Hobbies and Interests
- Learning New Things
- Riding Bikes
- Surfing
- Cricket
Languages
- English
- Hindi
- Kannada
- Tamil
- Urdu
Personal Information
- Father's Name: Muhammed Yaseen
- Date of Birth: 04/19/92
- Gender: Male
- Nationality: Indian
- Marital Status: Married
Disclaimer
I hereby declare that the above mentioned particulars are true to the best of my Knowledge and belief.
Timeline
Senior Representative Operations
| Concentrix Daksh service India pvt ltd (Airbnb)
03.2024 - 10.2024
Community Operations Specialist
Dunzo digital pvt ltd
12.2018 - 12.2023
Assistant Manager for Customer Support
Ace turtle services pvt ltd
12.2017 - 12.2018
Senior Travel Consultant
VIA.com
10.2013 - 06.2017
B B M -
Bangalore University
P U C -
K P U C BOARD
Diploma In Computer Application -
Mega Info Tech Computers
S S L C -
KSEEB
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