Tabrez Ahmed
Bangalore
Summary
Dynamic customer experience leader with a proven track record at Refyne, excelling in task allocation and performance tracking. Expert in customer support automation, I foster cross-functional collaboration and mentor teams to enhance service quality. Committed to driving customer satisfaction and operational efficiency through innovative solutions and a positive work environment. Detailed Client Service Associate known for having great organizational skills. Gifted at working with all types of customers. Looking for a new role where hard work and dedication will be highly valued.
Overview
6
6
years of professional experience
Work History
Team Leader - Customer Experience
Refyne
Bangalore
01.2024 - 09.2026
- Streamlined team operations through effective task allocation and performance tracking.
- Led end-to-end IVR implementation projects alongside call flow coordination.
- Managed chatbot implementation to enhance customer support automation and user experience.
- Oversaw Freshdesk ticket workflow setup and optimized support processes.
- Coordinated with cross-functional teams to ensure smooth deployment and issue resolution.
- Ensured timely project delivery while maintaining operational efficiency.
- Mentored a team of 20 to 22 customer experience associates, driving high productivity and service quality.
- Led daily team meetings to align on project goals and tasks.
- Monitored team performance and provided constructive feedback regularly.
- Maintained a positive work environment that promoted collaboration between team members.
- Motivated and empowered team members to build customer satisfaction and loyalty to support retention and growth.
- Participated in regular meetings with senior leadership to provide updates on team progress.
- Monitored daily workflow to ensure adherence to established policies and procedures.
- Established clear expectations for employees, providing guidance when needed.
- Resolved customer complaints in an effective manner while maintaining a high level of customer service.
- Completed daily quality assurance duties to provide feedback for improvements.
- Conducted regular performance reviews to assess individual team member progress.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
- Evaluated individual and team business performance and identified opportunities for improvement.
- Delegated daily tasks to team members to optimize group productivity.
- Held weekly staff meetings to review project updates, discuss issues, and brainstorm solutions.
- Developed and monitored key performance indicators (KPIs) to assess team effectiveness.
Senior Customer Delight
Bundl Technologies Pvt Ltd (SWIGGY)
01.2023 - 01.2024
- Managed social media channels to address customer inquiries and concerns promptly.
- Handled safety queue for timely resolution of safety-related issues.
- Oversaw investigation and resolution of NCH cases to maintain service standards.
- Collaborated with cross-functional teams to improve customer experience and communication.
- Responded to customer inquiries via phone and email, providing accurate information quickly.
- Assisted in developing and implementing safety protocols for enhanced customer safety.
- Participated in training programs to strengthen product knowledge and customer service skills.
Sales Customer Support Executive
Qubeta Info Solutions
01.2021 - 01.2023
- Managed high volumes of incoming calls while maintaining service quality.
- Generated sales leads through proactive customer engagement and communication.
- Assessed customer needs to enhance satisfaction and deliver tailored solutions.
- Built sustainable relationships with customer accounts using open, interactive communication.
- Provided accurate information by utilizing appropriate methods and tools.
- Met personal and team sales targets while achieving call handling quotas.
- Handled customer complaints by delivering timely solutions and following up for resolution.
- Maintained detailed records of customer interactions and processed account documentation.
Education
B.Com -
Bangalore University
01-2019
Intermediate -
Al-Ameen College
01-2016
SSLC -
NBIRS
01-2014
Skills
- Flexibility
- Key performance indicators
- Customer support automation
- Task allocation
- Performance tracking
- Cross-functional collaboration
- Issue resolution
- Team mentoring
- Self-motivation
- Positive attitude
- Quick learning
- Integrity
Timeline
Team Leader - Customer Experience
Refyne
01.2024 - 09.2026
Senior Customer Delight
Bundl Technologies Pvt Ltd (SWIGGY)
01.2023 - 01.2024
Sales Customer Support Executive
Qubeta Info Solutions
01.2021 - 01.2023
B.Com -
Bangalore University
Intermediate -
Al-Ameen College
SSLC -
NBIRS
Personal Information
- Father's Name: Samiulla
- Date of Birth: 03/14/97
- Gender: Male
- Nationality: Indian
Disclaimer
I hereby declare that the information furnished above is true to the best of my knowledge & belief.
Languages
- English
- Kannada
- Hindi
Personal Information
- Father's Name: Samiulla
- Date of Birth: 03/14/97
- Gender: Male
- Nationality: Indian
Disclaimer
I hereby declare that the information furnished above is true to the best of my knowledge & belief.