Shaik Abdul Karimulla Basha
Hyderabad
Summary
Customer service professional with extensive experience at Alorica, specializing in team leadership and BPO operations. Demonstrated ability to enhance client satisfaction and consistently achieve key performance metrics. Proficient in communication and escalation management, effectively resolving complex issues while training new representatives to uphold service excellence.
Overview
7
7
years of professional experience
Work History
DBOR
Alorica
Bengaluru
12.2022 - Current
- Supervised and managed team daily, driving improvements in performance metrics.
- Assisted agents in achieving metrics aligned with client parameters.
- Handled supervisor cases, contributing to increased client satisfaction with service delivery.
- Managed multiple cases simultaneously to maintain efficient query flow.
- Maintained the AHT, FCR, QA parameters according to the client requirements.
- Utilized various software and tools to streamline processes, enhancing overall operational efficiency.
Customer Support Executive
ANI TECHNOLOGIES PVT LTD
04.2022 - 12.2022
- Resolved customer concerns via calls, chats, and emails, enhancing overall customer satisfaction.
- Addressed customer complaints promptly, leading to improved resolution times and satisfaction.
- Assisted customers with inquiries and product information, ensuring clarity and understanding.
- Educated customers on product features and benefits confidently.
- Trained new representatives on customer service protocols and tools used.
Customer Service Representative
EZWAZ Technologies
03.2019 - 03.2020
- Resolved customer concerns via emails, chats, and calls, ensuring timely responses.
- Managed customer interactions professionally, fostering positive experiences.
- Addressed customer needs for services, enhancing satisfaction and loyalty.
- Verified customer details to ensure accurate information.
- Maintained records of customer concerns for future reference.
Education
B.Tech/B.E. - Mechanical Engineering
Sri Krishnadevaraya Engineering College
Gooty01.2018
Narayana Junior College
Guntakal01.2014
Xth -
Vignan E.M High School
Guntakal01.2012
Skills
- BPO operations
- International voice processes
- Non-voice processes
- MS Excel
- Quality assurance
- Escalation handling
- Team leadership
- Role flexibility
- Communication skills
- Customer service and care
Hobbies and Interests
- Fitness enthusiast
- Making pencil sketches
- Badminton
Languages
- Hindi
- Telugu
- English
- Hindi
- Telugu
Personal Information
Total Experience: 4 Years 10 Months
Languages
English
Proficient (C2)
C2
Hindi
Proficient (C2)
C2
Telugu
Proficient (C2)
C2
Timeline
DBOR
Alorica
12.2022 - Current
Customer Support Executive
ANI TECHNOLOGIES PVT LTD
04.2022 - 12.2022
Customer Service Representative
EZWAZ Technologies
03.2019 - 03.2020
B.Tech/B.E. - Mechanical Engineering
Sri Krishnadevaraya Engineering College
Narayana Junior College
Xth -
Vignan E.M High School