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Syed Adil Rehman
Kanpur
Summary
Dynamic Customer Support and Operations Supervisor with a proven track record at WALLSTREET EXCHANGE, excelling in performance monitoring and team leadership. Enhanced operational efficiency through process improvements and strengthened client relationships via effective conflict resolution. Committed to driving service quality and fostering a collaborative team environment.
Overview
1
1
Certification
4
4
years of professional experience
Work History
Customer support and Operations Supervisor
WALLSTREET EXCHANGE
Dubai
05.2015 - 11.2017
- Supervised daily customer support and operational activities to ensure service efficiency and compliance with company standards.
- Strengthened customer relationships through timely service delivery and effective issue resolution, fostering loyalty and satisfaction.
- Customer Satisfaction Enhancement: Maintained strong client relationships by ensuring prompt support and effective issue handling.
- Led, trained, and motivated operational staff to improve productivity and service performance.
- Team Development & Leadership: Improved employee engagement and team productivity through training, mentoring, and performance guidance.
- Evaluated operational procedures and implemented process enhancement strategies to improve workflow effectiveness.
- Managed operational readiness by ensuring accurate communication of policies, procedures, and organizational updates.
- Supported execution of operational plans, ensuring alignment with business objectives and facilitating smooth implementation.
- Operational Efficiency Improvement: Enhanced day-to-day operational coordination through structured process monitoring and workflow optimization.
- Process Optimization: Contributed to operational improvements by identifying service gaps and implementing corrective measures.
- Key Achievements
Customer Service Representative
AL FALAH EXCHANGE COMPANY
Abu Dhabi
05.2014 - 04.2015
- Managed customer service inquiries and resolved concerns with accuracy and professionalism.
- Delivered timely solutions for service complaints and account-related issues.
- Maintained high customer satisfaction through proactive communication and timely issue resolution.
- Assisted customers with product information and service requests, enhancing overall support experience.
- Processed customer orders, service upgrades, and documentation efficiently.
- Collaborated with internal teams to streamline service delivery and effectively manage issue escalation.
- Service Delivery Excellence: Consistently provided prompt and customer-focused support in a high-volume service environment.
- Customer Relationship Management: Built positive client relationships through professional communication and effective problem-solving.
- Supported onboarding and cross-training activities for customer service staff.
Education
Executive MBA - Finance, Operations
NIBM Global
Kerela, India01-2018
Bachelor of Science - Science
CMJ University
North East, India01-2012
Intermediate - Science
Christ Church Intermediate College
Kanpur, UP01-2004
High School - Science
St. Joseph's Convent
Kanpur, UP01-2001
Skills
- Customer support management
- Operations support
- Performance monitoring
- Workflow optimization
- Process improvement
- Operational coordination
- Incident management
- Operational troubleshooting
- Service quality control
- Retention strategies
- Team leadership and supervision
- Training and mentoring
- Conflict resolution
- Relationship management
Certification
- Google IT Support, Coursera
- IBM Cybersecurity, Coursera, pursuing
Accomplishments
- Increased team productivity by 20% through strategic employee training and motivation.
- Reduced customer service complaints by 30% in six months through effective complaint handling.
- Implemented new processes, improving operational efficiency by 15% within a year.
- Recognized as the top customer service representative company-wide for exceptional service delivery.
Languages
- English
- Hindi
- Urdu
Timeline
Customer support and Operations Supervisor
WALLSTREET EXCHANGE
05.2015 - 11.2017
Customer Service Representative
AL FALAH EXCHANGE COMPANY
05.2014 - 04.2015
Executive MBA - Finance, Operations
NIBM Global
Bachelor of Science - Science
CMJ University
Intermediate - Science
Christ Church Intermediate College
High School - Science
St. Joseph's Convent