Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Saddam Hussain

New Delhi

Summary

Customer service professional with extensive experience at Tech Mahindra Limited, excelling in conflict resolution and client satisfaction. Proven ability to multitask and analyze situations to deliver tailored solutions. Consistently enhances service delivery and fosters team collaboration to achieve exceptional outcomes. Proficient in CRM software and Microsoft Office, with a strong focus on optimizing productivity and cost efficiency.

Overview

8
8
years of professional experience

Work History

Telecalling Executive – Study Abroad

StudyIn
Noida
01.2023 - Current
  • Conducted outbound and inbound calls to prospective students to gather study abroad interests and details.
  • Qualified leads through specific eligibility criteria, forwarding them to admissions counseling team.
  • Maintained accurate records of student interactions and updated data in CRM system.
  • Explained basic program information and collected documentation to facilitate enrollment process.
  • Achieved daily and weekly lead generation targets, enhancing overall campaign performance.

Escalation Supervisor and SME

Tech Mahindra Limited
Noida
01.2019 - 09.2022
  • Supervised and resolved complex customer escalations received through social media platforms (Facebook, Twitter, etc.). And email support.
  • Handled refund-related concerns, billing disputes, and service issues, ensuring prompt and satisfactory resolution.
  • Maintained professionalism and brand reputation in public responses on social channels.
  • Tracked complaint patterns, and provided feedback to the operations team to improve service delivery.
  • Trained and supported junior agents in handling sensitive customer queries and de-escalation techniques.
  • Provided in-depth process knowledge and support to frontline agents in resolving complex customer issues.
  • Conducted onboarding and process training sessions for new hires, ensuring smooth transition to live operations.
  • Monitored team performance, offered feedback, and helped maintain quality standards across customer interactions.
  • Acted as a point of contact between the operations team and management for updates, escalations, and improvements.
  • Contributed to developing knowledge base content and training materials to streamline support processes.

Customer Service Associate

Cogent-E-Services Private Limited
Noida
02.2017 - 05.2018
  • Managed incoming buyer inquiries through the company’s B2B platform, focusing on high-potential product categories.
  • Initiated outbound calls to prospective buyers to confirm requirements (quantity, brand preference, delivery location).
  • Qualified and generated leads with complete details, ensuring they were sales-ready for follow-up by the business development team.
  • Maintained 100% data accuracy in CRM, ensuring seamless handover to the sales pipeline.
  • Consistently met or exceeded weekly lead generation targets by 10–15%, contributing to overall team performance.
  • Improved buyer engagement by maintaining prompt follow-ups and building trust through clear, solution-focused communication.
  • Collaborated with the sales team to refine lead quality criteria, increasing lead-to-deal conversion rate.
  • Recognized by team lead for maintaining top-tier call quality and conversion rate across multiple product verticals.

Education

Diploma - Computer Science And Engineering

Jamia Milia Islamia University
New Delhi
01.2016

Higher Secondary Education - 10+2

Qasmia Inter College
UP
01.2010

Secondary Education - 10th

Qasmia Inter College
UP
01.2007

Skills

  • Customer relationship management
  • Customer service excellence
  • Team collaboration
  • Analytical thinking
  • Flexibility and proactiveness
  • Client satisfaction focus
  • Multitasking and time management
  • Task prioritization under pressure
  • Innovative problem-solving
  • Conflict resolution
  • Microsoft Office proficiency
  • 50 WPM typing speed
  • CRM software familiarity
  • Communication platform proficiency
  • Data entry and management

Languages

Hindi
First Language
English
Advanced (C1)
C1
Urdu
Proficient (C2)
C2

Timeline

Telecalling Executive – Study Abroad

StudyIn
01.2023 - Current

Escalation Supervisor and SME

Tech Mahindra Limited
01.2019 - 09.2022

Customer Service Associate

Cogent-E-Services Private Limited
02.2017 - 05.2018

Diploma - Computer Science And Engineering

Jamia Milia Islamia University

Higher Secondary Education - 10+2

Qasmia Inter College

Secondary Education - 10th

Qasmia Inter College

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Saddam Hussain