Syed Shujath Uddin
Hyderabad
Summary
Customer-focused professional with a background in customer service roles. Known for providing top-notch client support, ensuring high levels of customer satisfaction and loyalty. Exceptional communication, problem-solving skills, and ability to handle multiple tasks simultaneously. Proven track record of consistently improving operational processes to enhance the overall customer experience.
Overview
5
5
years of professional experience
Work History
Senior Process Executive
Cognizant Technology Solutions
Hyderabad
08.2022 - Current
- Attending to and resolving client billing queries promptly through chat, email, and call.
- Managed escalations related to Legal, Executive, customer and internal seamlessly
- Resolved issues arising from process changes in a timely manner.
- Assisting clients in resolving payment and invoicing difficulties, card information, as well as assisting them in making payments online.
- Developed and maintained process documentation, including flowcharts and procedure manuals.
- Conducted regular analysis of stale backlog cases, TRT, and IRT reopen on a daily basis.
- Performed in-depth analysis of escalated cases.
- Conducted low CES analysis to enhance performance metrics.
- Enhanced customer experience by facilitating refunds, applying credits to accounts, and addressing charge-related concerns.
Digital Interaction Executive
[24]7.ai
Hyderabad
01.2020 - 07.2022
- Provided excellent customer service to a diverse range of customers (US region).
- Ensured prompt and efficient resolution of customer concerns.
- Achieved a high standard of customer service by consistently meeting targets for average handling time (AHT) while effectively resolving issues.
- Provided exceptional customer service to ensure customer satisfaction.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Led initiatives to improve customer service levels throughout organization.
- Identified opportunities for upselling additional products or services based on customer needs.
Education
Bachelor of Commerce -
Anwar Uloom Degree College
Mallepally Hyderabad01.2019
Intermediate -
Gowtham Junior College
Santosh Nagar, Hyderabad, Telangana01.2015
Senior Secondary Certificate -
Preston High School
Santosh Nagar, Hyderabad, Telangana04-2012
Skills
- Technical Support
- Spreadsheets
- Escalation management
- De-Escalation Techniques
- Problem-solving abilities
- Customer Service
- Typing proficiency
Languages
- English
- Hindi
- Urdu
Awards
- Awarded Raising Star of the Year 2023
- Always achieved goals and ranked among the top achievers.
- Kept constant high standards.
- Received multiple appreciations from the clients for the fast and quick resolutions on the customer queries.
- Received several RNRs for keeping a consistent score throughout the year.
Disclaimer
I solemnly declare that the information furnished above is free from errors to the best of my knowledge and belief.
Timeline
Senior Process Executive
Cognizant Technology Solutions
08.2022 - Current
Digital Interaction Executive
[24]7.ai
01.2020 - 07.2022
Bachelor of Commerce -
Anwar Uloom Degree College
Intermediate -
Gowtham Junior College
Senior Secondary Certificate -
Preston High School
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