Syed Shahid Hussain
Nagpur
Summary
Skilled customer service professional with over 5 years of successful client services, management and leadership experience. Dedicated to bettering the customer experience with reliable product education, timely assistance, helpful feedback and respectful conflict management response. Enthusiastic and personable individual who enjoys working with people and building long-lasting relationships and product loyalty. Passionate about creating organizational success and bettering brand reputation through serving customers in a truly memorable way.
Overview
5
5
years of professional experience
Work History
Customer Service Specialist II
HireRight Background Screening LLC
08.2022 - 08.2024
- Promoted to Customer Service Specialist II from Researcher I within 10 months of joining.
- Handled background verification processes for education and employment verification process, for US based Candidates.
- Managed high call volume while maintaining a courteous and professional demeanor.
- Handled calls, chats and emails at the same time giving priority to the most complex ones first.
- Worked as a customer service specialist for both Candidate and Client to solve complex queries and helped them resolve their problems for a smooth and efficient service in background verification services.
- Developed rapport with customers, fostering long-term relationships and repeat business.
- Actively participated in team meetings and professional development workshops, continuously seeking opportunities to enhance skills and provide exceptional customer service.
- Tracked customer interactions using CRM software, helping the team identify trends and areas of improvement in service delivery.
- Cross-trained and backed up other customer service agents.
- Assisted new employees with training, sharing best practices for handling difficult situations and achieving positive outcomes.
- Monitored quality assurance metrics regularly, identifying opportunities for personal growth and development within the role.
- Received spotlight award multiple times in a year for outstanding performance, quality assurance and providing high quality output.
Senior Executive
Hexaware Technologies
07.2020 - 08.2022
- Worked as a Verification Specialist for US based Candidates, Education and Employment Checks.
- Gained knowledge for different line of business and became a blended agent, handled calls,chats,emails.
- Managed a high volume of inbound calls, multitasking effectively to address diverse customer needs simultaneously.
- Improved team performance, conducting regular training sessions on product knowledge and customer service skills.
- Trained new agents and handled a team of four and provided thorough knowledge in License verification process.
- Received an award during the year 2021 in recognition of outstanding performance and going above and beyond the call of duty.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Associate
Altius Customer Service Pvt Ltd
10.2019 - 06.2020
- Starquik is a grocery store of tata enterprise, handled their online platform. (domestic process).
- Handled each and every query of customers on the website and helped them understand on how to use the online interface, placing orders, daily offers, order tracking, discounts, product knowledge, delivery, logistic support etc.
- Communicated with customers to ensure product understanding, answer questions and facilitate conflict resolution, improving 35% of customer satisfaction.
- Helped an average of 100 customers every day with a positive attitude and focus on customer satisfaction.
- Maintained a clean and orderly store by continuously organizing displays and proactively addressing areas that needed restructuring.
Branch Relationship Executive
SBI Credit Cards
08.2019 - 10.2019
- Acted as a Branch Relationship Executive and was responsible for credit card sales for SBI chhaoni location in nagpur, maharashtra.
- Boosted sales of Credit cards by consistently meeting assigned targets and promoting services to potential clients.
- Compiled and analyzed data to determine approaches to improve sales and performance.
- Conducted needs-based conversations to identify customer credit, deposit and investment requirements.
Education
Bachelors of Computer Application - Computer Application
Jaipur Manipal University
Jaipur, India04-2027
High School Diploma -
Sandipani Junior College
Nagpur, Maharashtra04-2012
Skills
- Managing operations
- Customer account management
- Complaint resolution
- Report preparation
- Microsoft Office and CRM
- Data entry and technical support
- Multiline phone etiquette
- Communication and teamwork
Profession Relevant Skills
- Accomplished communicator who understands the value of listening, thoughtful responses and objectivity.
- Confident conflict mediator with the proven ability to reach solutions that are beneficial for both customer and company.
- Enthusiastic leader with a personable and trustworthy character to motivate fellow colleagues and team members.
- Willing to learn about new products and committed to providing product information in a way that is honest, tactful and memorable.
- Strong organizational skills with the ability to multitask to ensure deadlines are met and customers are treated in line with required policies and procedures.
Languages
English
Bilingual or Proficient (C2)
Hindi
Bilingual or Proficient (C2)
Hobbies and Interests
- I enjoy participating in debates to improve quality and provide valuable feedback to organization I work with, I love watching tedtalks and podcast of famous personality who have achieved success and have extensive knowledge to share about their journey, I am passionate about Capitol Markets and Trading. I look forward to weekend getaways and spending time with my family and friends.
Timeline
Customer Service Specialist II
HireRight Background Screening LLC
08.2022 - 08.2024
Senior Executive
Hexaware Technologies
07.2020 - 08.2022
Associate
Altius Customer Service Pvt Ltd
10.2019 - 06.2020
Branch Relationship Executive
SBI Credit Cards
08.2019 - 10.2019
Bachelors of Computer Application - Computer Application
Jaipur Manipal University
High School Diploma -
Sandipani Junior College
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