Shaik Shajahan
Customer Service Manager
Vizag
Summary
Proactive and meticulous Customer Service Manager with over 10+ years of experience in ITES/FMGC/ SHIPPING & LOGISTIC. Proficiencies in inventory control, sales, staff training and development. Customer-oriented team player with expertise generating optimal satisfaction levels while building profits and client generation.
Overview
14
14
years of professional experience
5
5
years of post-secondary education
4
4
Languages
Work History
Customer Service Manager
BOTRA SHIPPING SERVICES - Built on Trust
VISAKHAPATNAM
08.2020 - Current
- Introduced higher standards for customer service and increased efficiency by streamlining operations.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Collaborated with marketing department to launch and manage promotional activities and campaigns.
- Followed through with client requests to resolve problems.
- Created and reviewed invoices to confirm accuracy.
- Strong organizational skills, detail oriented, and the ability to handle multiple priorities
•Excellent people management skills
•Planning, organising and leadership abilities
•Team player
•Analytical and computer literate
•Able to have difficult conversations, clearly explains initiatives in sufficient detail to gain understanding, and the support of internal and external customers and partners
•Excellent attention to detail, diligent and methodical approach to work
•Experienced in training, coaching and developing others
•Quality focused and result driven
•Excellent communication skills
Manpower Support Supervisor/Manager
AZAM HOLDINGS LLC
ABU DHABI
10.2019 - 06.2020
- Controlled costs and optimized spending via restructuring of budgets for labor, capital assets, inventory purchasing and technology upgrades.
- Expanded cross-functional organizational capacity by collaborating across departments on priorities, functions and common goals.
- Recruited and hired top performers to add talent and value to department.
- Delivered feedback to decision-makers regarding employee performance and training needs.
- Developed and maintained relationships with customers and suppliers through account development.
- Onboarded new employees with training and new hire documentation.
- Evaluated suppliers to maintain cost controls and improve operations.
- Performed statistical analyses to gather data for operational and forecast team needs.
- Accomplished multiple tasks within established timeframes.
- Supervised labor costs and departmental expenses to remain in line with budget.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Monitored expenditures to mitigate risk of overages.
- Maximized performance by monitoring daily activities and mentoring team members.
Customer Service Manager
SRN BPO SERVICES PVT LTD
RAIPUR
04.2015 - 03.2019
- Introduced higher standards for customer service and increased efficiency by streamlining operations.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Collaborated with marketing department to launch and manage promotional activities and campaigns.
- Followed through with client requests to resolve problems.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Created and reviewed invoices to confirm accuracy.
- Developed and offered unique discount options to drive interest in new product lines.
- Exceeded team goals and collaborated with staff members to implement customer service initiatives.
- Negotiated contracts with outside carriers to minimize costs to company and customers.
- Monitored customer service operations to assess agent performance and provide feedback.
- Controlled resources and utilized assets to achieve qualitative and quantitative targets.
- Took ownership of customer issues and followed problems through to resolution.
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
- Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
- Kept accurate records to document customer service actions and discussions.
Senior Customer Service Representative
DELL INTERNATIONAL SERVICES
HYDERABAD
10.2010 - 01.2014
- Visited customer offices to handle on-site concerns and maximize account loyalty.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Watched flagged customer accounts to monitor ongoing issues and deploy newfound solutions for outstanding concerns.
- Resolved concerns with products or services to help with retention and drive sales.
- Followed up with customers regularly via phone and email to obtain payments and schedule services.
- Boosted team spirit and performance by communicating clear service expectations and quality goals to each team member.
- Processed, scheduled and executed customer orders for new and established customers.
- Collaborated with production and shipping teams to determine likely timetables and organize efficient deliveries.
- Coordinated customer service responses for high-value customers with complex issues as leading representative of DFFS Team.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Took cash and credit card payments via phone, in person and through email.
- Checked status of orders and back-ordered products to coordinate efficient shipments.
Customer Service Representative
HSBC
VISAKHAPATNAM
01.2008 - 09.2010
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
- Answered product and service questions, suggesting other offerings to attract potential customers.
- Updated account information to maintain customer records.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Recommended products to customers, thoroughly explaining details.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Recorded account information to open new customer accounts.
- Responded to customer requests for products, services and company information.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Collected and analyzed customer information to prepare product or service reports.
Administrative Assistant
ITM HP
DAMMAM
04.2006 - 11.2007
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Restocked supplies and submitted purchase orders to maintain stock levels.
- Executed record filing system to improve document organization and management.
- Leveraged accounting software to manage expenses and keep track of finances.
- Edited documents to improve accuracy of language, flow and readability.
- Scheduled office meetings and client appointments for staff teams.
- Managed relational database to store information for reference, reporting and analysis.
Education
Master of Science - Computer Science
MIST Post Graduation Collage
ANDHRA PRADESH, INDIA 04.2002 - 02.2005
Bachelor of Science - Electronics & Computer Science
PYDHA DEGREE COLLAGE
ANDHRA PRADESH, INDIA 03.2000 - 03.2002
Skills
Business administration
undefinedTimeline
Customer Service Manager
BOTRA SHIPPING SERVICES - Built on Trust
08.2020 - Current
Manpower Support Supervisor/Manager
AZAM HOLDINGS LLC
10.2019 - 06.2020
Customer Service Manager
SRN BPO SERVICES PVT LTD
04.2015 - 03.2019
Senior Customer Service Representative
DELL INTERNATIONAL SERVICES
10.2010 - 01.2014
Customer Service Representative
HSBC
01.2008 - 09.2010
Administrative Assistant
ITM HP
04.2006 - 11.2007
Master of Science - Computer Science
MIST Post Graduation Collage
04.2002 - 02.2005
Bachelor of Science - Electronics & Computer Science
PYDHA DEGREE COLLAGE
03.2000 - 03.2002
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