UMAIR AHMED P

Customer Service & Support Excellence:

• Delivered high-quality, empathetic customer support via live chat and email for major brands including Walmart, DoorDash, and Macy's, consistently exceeding customer satisfaction (CSAT) and quality assurance (QA) targets.
• Expertly managed a high volume of customer inquiries regarding order status, account management, application troubleshooting, promotions, and processing refunds/exchanges in accordance with company policy.
• Built customer loyalty by providing timely, accurate, and personalized solutions, effectively turning negative experiences into positive ones.

Escalation & Complex Problem-Solving:

• Served as a designated point of contact for handling escalated chats and emails, resolving sensitive and complex customer issues that required advanced troubleshooting and de-escalation techniques.
• Utilized business analytics and data from internal systems to diagnose root causes of problems and implement effective, policy-compliant solutions.
• Collaborated with specialized departments (Billing, Logistics, Tech Support) to advocate for the customer and facilitate swift resolutions.

Operational Efficiency & Process Improvement:

• Maintained exceptional performance metrics, including a consistently high First Contact Resolution (FCR) rate and low average handle time (AHT).
• Documented and tracked recurring customer issues, providing valuable feedback to management to identify trends and potential areas for process improvement.
• Mentored and supported new hires by sharing best practices and knowledge, contributing to team development and cohesion.

Technical & Analytical Skills:

• Proficient in using CRM platforms (e.g., Zendesk, Salesforce, Kustomer), live chat software, and internal knowledge bases to manage customer interactions efficiently.
• Analyzed customer account data and transaction histories to make informed decisions and provide relevant, customized support.

• Drove sales for the MyBillBook SaaS application via multi-channel outreach (calls, chat, email), generating qualified leads and converting customers and distributors.
• Conducted product demos, highlighting features that simplify GST/TDS filing to effectively pitch subscription plans and their benefits.
• Managed post-sale customer escalations, resolving concerns related to subscriptions and non-supportive promises to ensure client satisfaction.
• Developed and implemented innovative sales strategies and pitches based on market trends to increase conversion rates.
• Secured large-scale corporate subscriptions by engaging key decision-makers in direct meetings post-initial conversion.
• Mentored and trained junior BDEs on sales procedures, team policies, and effective closing strategies to enhance team performance.
• Demonstrated leadership skills in managing projects from concept to completion.
• Excellent communication skills, both verbal and written.

• Supervised daily construction activities, ensuring compliance with project plans, specifications, and scheduled timelines.
• Conducted rigorous site inspections and implemented quality control measures to maintain high workmanship standards and material integrity.
• Interpreted architectural and structural blueprints, drawings, and technical documents to accurately guide construction teams.
• Proactively identified, troubleshot, and resolved on-site technical and operational issues to prevent delays.
• Enforced strict adherence to safety protocols and procedures, maintaining a zero-accident work environment.
• Collaborated effectively with project managers, architects, contractors, and clients to ensure clear communication and project alignment.