Shaik Mohammed Wajid

· Diagnosed and resolved complex technical issues, reducing Average Handling Time (AHT) and improving First Call Resolution (FCR) rates.

· Consistently received high CSAT (Customer Satisfaction) scores by delivering clear and effective technical guidance.

· Identified recurring technical issues and suggested process improvements, reducing

customer complaints and enhancing service efficiency.

· Mentored new team members, conducted technical training sessions, and contributed to knowledge base documentation.

· Achieved key performance metrics (KPIs), including response time, resolution time, and quality assurance scores.

· Collaborated with product teams and engineers to escalate and resolve complex customer issues.

• Responded to customer inquiries through live chat support.
• Assisted customers in resolving product-related issues effectively.
• Maintained knowledge of company products and services for accurate support.
• Collaborated with team members to enhance customer service strategies.

• Completed day-to-day duties accurately and efficiently.
• Contributed innovative ideas and solutions to enhance team performance and outcomes.
• Identified needs of customers promptly and efficiently.

· Delivered exceptional customer service through voice (calls) and non-voice (chat, email, social media) channels.

· Provided accurate solutions and maintained strong relationships to enhance customer satisfaction and retention.

· Managed escalations professionally, ensuring timely issue resolution.

· Utilized CRM tools to track and resolve customer inquiries efficiently.

· Assisted in sales conversions and lead generation, demonstrating persuasive communication skills.