Shahul Hameed
Summary
A dedicated and result-driven Team Leader with a strong background in customer service. Proven track record of improving operational efficiency and ensuring high-quality service delivery. Possessing excellent leadership and planning abilities. Seeking to contribute expertise in quality assurance and process improvement to a dynamic organization.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Team Leader Manager
Bundl Technologies Pvt Ltd (Swiggy)
Bangalore
2022.02 - 2024.01
- Team Handling Skills: Supervised a team of 10+ call center agents which included in overseeing their daily activities, providing guidance, team coaching, and mentoring to ensure KPI metrics are met.
- Performance Monitoring: Monitoring team performance KPI metrics such as AHT, FCR, and C-sat scores. Analyze and identify area of improvements to enhance the performance of the team members.
- Learning and Development: Conducted training and refresher sessions to improve and enhance the product knowledge, customer handling skills for the assigned team members.
- Quality Assurance: Monitoring and evaluating customer recorded and live interactions. Implementation of findings through feedback to agents to maintain high standards of customer service quality. Conducting quality audits to identify strengths and weaknesses within the team.
- Problem Resolution: Handled escalated customer calls or issues that required intervention beyond the authority of frontline agents. Resolved complaints or conflicts in a professional and timely manner.
- Reporting and Analytics: Prepared reports on team performance and presented findings to the management. Used data-driven insights to make informed decisions and optimize processes.
- Adherence to Policies: Ensuring that team members adhere to company policy, procedures, and compliance requirements. Upholding standards of professionalism, confidentiality, and ethical behavior.
- Workflow Management: Planning and organizing team schedules to ensure adequate coverage during peak hours. Managing workload distribution to optimize efficiency and minimize wait times for customers.
- Cross Function Collaboration: Worked with training, product and required cross functional teams to ease and improve the process resolution flow to enhance agent performance on call, chat and emails.
- Continuous Improvement: Proactively identify opportunities for process improvements and implement best practices to enhance team performance and customer satisfaction levels.
Quality Analyst
Bundl Technologies Pvt Ltd (Swiggy)
Bangalore
2018.12 - 2021.08
- Conducted in-depth analysis of customer interactions, identifying areas for improvement and providing actionable feedback to the customer service team
- Implemented a customer feedback program, resulting in a increase in positive customer reviews
- Developed and maintained a quality monitoring system to track and report on key performance indicators
- Collaborated with department managers to create and implement training programs for customer service representatives
Case Manager
Myntra Designs Pvt Ltd
Bangalore
2018.05 - 2018.12
- Worked as a Case Manager, while resolving customer concerns through high priority escalation queue
- Resolved customer escalations are associated through social media platforms such as LinkedIn, Twitter
- Re - routing orders to assigned delivery centers or hubs are allotted as per the delivery details
- Interacting with delivery centers, warehouses & site hubs in regard to logistics issues
- Assisting team members in processing refund for Tier - 3 customers
Senior Customer Service Executive
Aegis Pvt Ltd
Bangalore
2015.08 - 2017.08
- Worked as Sr. CSE for the client Expedia Travels APAC.
- Handling Customer Concern: Answering incoming calls and responding to customer inquiries regarding product information, account issues, billing questions, and general concerns.
- Resolution Oriented: Resolving customer complaints and issues efficiently and courteously, aiming for first-call resolution whenever possible.
- Maintaining Records: Capturing customer interactions, transactions, and comments accurately in the provided software system to ensure a comprehensive customer service database is acquired for further case studies.
- Problem-Solving: Analyze customer issues, identify root causes, and propose effective solutions in a timely manner.
- Communication Skills: Clear and effective communication both verbally and in writing to convey accurate information and resolution to customers and colleagues.
- Empathy: Demonstrated empathy and patience while handling customer complaints or concerns, while maintaining professional etiquette under pressurized situations.
- Time Management: Prioritized tasks and managed time effectively while handling high volume of inbound calls with quality standards.
- Adaptability: Adapted to different customer personalities and situations, and willingness to learn and apply new information quickly.
- Process and Policies: Adhered to company policies and procedures while delivering excellent service and maintaining compliance with regulatory requirements.
- KPI Metrics: Strived to meet KPI metrics such as (AHT), first-call resolution (FCR), and customer satisfaction scores (CSAT).
- Continuous Learning: Stayed updated on product knowledge, company policies, and industry trends to provide accurate information and efficient service.
Client Relationship Manager
Data Rating intelligence
Bangalore
2013.06 - 2015.07
- Recruited as deal maker, promoted as BDM/ CRM post completion of 9 months within the organization
- Assisted new clients on web portal services, android & iOS App in regard to forex trading
- Expansion of retail clients across Pan India, 80+ retail clients on boarded with an appropriate business model in a year
Education
Bachelor's - Computer Science
Oxford College Of Science & Management
Bengaluru, KA05.2014
Skills
- Quality Assurance
- Problem Solving
- Team Leader
- Root Cause Analysis
- Training and development
- Customer Focus
- Performance Coaching
- Operational Excellence
- Process Improvement
References
References Syed Waseem, Bundl Technologies Pvt Ltd (Swiggy) syed.waseem@swiggy.in | +91 - 8123255946
Languages
- English
- Hindi
- Urdu
- Kannada
- Tamil
Certification
- Lean Six Sigma Green Belt
Timeline
Team Leader Manager
Bundl Technologies Pvt Ltd (Swiggy)
2022.02 - 2024.01
Quality Analyst
Bundl Technologies Pvt Ltd (Swiggy)
2018.12 - 2021.08
Case Manager
Myntra Designs Pvt Ltd
2018.05 - 2018.12
Senior Customer Service Executive
Aegis Pvt Ltd
2015.08 - 2017.08
Client Relationship Manager
Data Rating intelligence
2013.06 - 2015.07
Bachelor's - Computer Science
Oxford College Of Science & Management
- Lean Six Sigma Green Belt
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