Thaseen Taj

• Monitored, evaluated progress of trainees to ensure they were meeting goals and objectives set forth by management.
• Obtained and organized manuals, guides and visual materials for development and training purposes.
• Conducted training sessions to ensure successful integration of new employees into the organization.
• Handled, monitored, and motivated a team of 8 to 10 members of customer relationship managers efficiently to accomplish service goals.
• I approached customers and engaged in conversation through the use of effective interpersonal and people skills to ascertain the NPS rating of services.
• Quality analysis: Conducted internal audits to ensure compliance with quality standards using Convo-Zen AI.
• Worked on Freshdesk, Customer 360, and other ticket support systems to resolve customer queries and escalations on a real-time basis.
• Managed time effectively to ensure tasks were completed on schedule, deadlines were met, and was rewarded as the top performer of the internal achievers club.

• Provided exceptional customer service to ensure customer satisfaction.
• Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions, averaging 200 to 250 calls per day, achieving the daily revenue target.
• Completed day-to-day duties accurately and efficiently, and was consistently awarded as a top performer.

• Generated sales through outbound calling and lead follow-up efforts using scripts and other phone techniques.
• Provided product information and demonstrations to customers via phone and online platforms.
• Conducted outbound calls to existing clients to upsell products or services.

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• Responded promptly to inquiries from customers regarding KYC policies and procedures.
• Reviewed customer documents and information to ensure compliance with KYC regulations.
• Consulted with customers regarding needs and addressed concerns.
• Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
• Answered inbound calls, chats and emails to facilitate customer service.