Mustafa Sultan Badami
Hyderabad
Summary
Proactive and detail-oriented professional with a strong background in customer service, operations management, and graphic design. Demonstrates consistent performance in achieving key metrics such as NPS, quality, and efficiency. Experienced in process improvement, team leadership, and customer satisfaction across diverse industries, including banking, logistics, and design. Recognized for exceptional problem-solving, mentoring, and operational excellence.
Overview
4
4
years of professional experience
Work History
Contact Center Representative
HSBC Electronic Data Processing
03.2024 - Current
- Delivered comprehensive banking support for UK customers, resolving queries related to mobile/internet banking, credit cards, and account services.
- Acted as the first line of defense by verifying accounts, removing inhibits, and managing fraud detection, including handling Verified by Visa and 3DS authentication issues.
- Managed debit/credit card aspects, including charges, interest, statements, and account closures, while ensuring compliance with audit standards.
- Consistently exceeded key performance metrics: NPS (50+), Quality (80%+), Schedule Adherence (90%+), AHT (below 530 seconds).
- Proactively managed workflow efficiency, mentored new team members, and contributed to continuous service improvements.
- Provided process management insights, identifying opportunities for knowledge enhancement and smoother customer journeys.
- Raised customer complaints and feedback, ensuring timely resolutions and service enhancements.
- Increased first call resolution rates by utilizing comprehensive product knowledge and problem-solving skills.
Achievements: - Awarded the New Entrant Award for outstanding performance within six months of joining.
- Inducted into the 100 Club for 100% quality compliance.
- Successfully passed the Complaint QA Assessment demonstrating compliance and problem-solving expertise.
Associate Customer Service Representative
Sutherland Global Service
01.2023 - 11.2023
- Assisted users with queries on a global scale, delivering tailored solutions to a diverse customer base, including international markets.
- Provided resolutions for complex issues as part of the highest escalation team, managing critical on-trip cases with an 85% customer satisfaction rate.
- Utilized multi-channel communication—Chat, Calls, and Email—simultaneously to ensure efficient and responsive support.
- Served as a Subject Matter Expert (SME), supporting team members in meeting key performance metrics and maintaining operational hygiene.
- Contributed to overall team success by consistently ranking in the top 10 for individual performance based on company-defined metrics.
- Achievement: Earned the Best Behavioral Score and Top Solves Per Day Certificate within the first three months of joining, demonstrating exceptional problem-solving and customer service skills.
- Ensured compliance with company guidelines regarding data confidentiality when handling sensitive client information during communications or transactions processing purposes.
- Trained new hires on company policies, procedures, and best practices to ensure seamless integration into the team.
Operations Executive
Drink Prime
09.2022 - 01.2023
- Independently managed post-logistics service operations for the Hyderabad region, ensuring smooth execution and high customer satisfaction.
- Oversaw imprest cash management, ensuring accurate budgeting and financial control for daily service activities.
- Led and supervised a team of 30 agents, including Service and Delivery Executives, driving performance and maintaining service quality standards.
- Coordinated overall team performance by recognizing individual contributions, fostering motivation, and promoting a collaborative work culture.
- Resolved customer queries efficiently, achieving a 90% customer satisfaction rate through proactive issue handling and personalized service.
- Successfully managed Service and Delivery operations with consistent 95% achievement of key performance metrics, ensuring service excellence.
- Assisted the Talent Acquisition team with recruiting and onboarding new agents, contributing to the growth and strength of the service team.
- Collaborated with customers for media campaigns, organizing and conducting interviews at their residences to support promotional efforts.
- Applied excellent problem-solving, process development, and strategic implementation skills to lead and support all areas of operations.
Junior Operations Executive
Drink Prime
06.2021 - 12.2021
- Managed end-to-end logistics operations for the Hyderabad region, ensuring timely and accurate deliveries by the end of each business day.
- Oversaw daily financial transactions and budget allocations to support smooth regional operations.
- Handled escalations effectively by coordinating with relevant departments to ensure prompt issue resolution.
- Utilized the in-house CRM tool for efficient logistics tracking, order management, and operational oversight.
- Generated daily progress reports to monitor performance metrics, identify bottlenecks, and recommend process improvements.
- Led and supervised a team of 10, ensuring productivity, adherence to operational protocols, and fostering a collaborative work environment.
- Coordinated logistics operations including transportation scheduling, route optimization, and shipment tracking to ensure timely deliveries.
Education
Bcom - Honors - Commerce
Badruka College of Commerce & Arts
06.2019 - 08.2023
High School Diploma -
St Mary's Jr College
06.2017 - 03.2019
SSC -
Indo American School
01.2005 - 03.2017
Accomplishments
- School Captain - School
- New Entrant Award | HSBC
- 100 Club for Quality Compliance | HSBC
- Complaint QA Assessment Passed | HSBC
- Best Behavioral Score | Airbnb
- Top Solves Per Day Certificate | Airbnb
Skills
Complaint resolution
Customer service optimization
Payment processing
Compliance & Quality Assurance
Verbal and written communication
Adaptable
Flexible
Languages
English
Advanced (C1)
Urdu
Advanced (C1)
Timeline
Contact Center Representative
HSBC Electronic Data Processing
03.2024 - Current
Associate Customer Service Representative
Sutherland Global Service
01.2023 - 11.2023
Operations Executive
Drink Prime
09.2022 - 01.2023
Junior Operations Executive
Drink Prime
06.2021 - 12.2021
Bcom - Honors - Commerce
Badruka College of Commerce & Arts
06.2019 - 08.2023
High School Diploma -
St Mary's Jr College
06.2017 - 03.2019
SSC -
Indo American School
01.2005 - 03.2017
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