Magento
WASIM A. ATCHIA
Customer Service Manager
Jamalpur
Summary
Experienced Customer Service Manager with over 5 years of experience in online home decor industry. Excellent reputation for resolving problems and improving customer satisfaction. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Dedicated Sales professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
14
14
years of professional experience
4
4
years of post-secondary education
3
3
Languages
Work History
Customer Service Manager
Canvas Champ, Windbridge Pvt LTD
Ahmedabad
01.2017 - Current
- Experience in:- Management
- Maximized productivity by keeping detailed records of daily progress and identifying and rectifying areas for improvement.
- Maximized performance by monitoring daily activities and mentoring team members.
- Recorded inventory sales into organization's Daily income report.
- Applied customer feedback to develop process improvements and support long-term business needs.
- Reduced process bottlenecks by training and coaching employees on practices, procedures and performance strategies.
- Raised performance in areas of sales, management and operations by identifying and targeting areas in need of improvement.
- Onboarded new employees with training and new hire documentation.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
Recruitment consultant
QX Pvt LTD
Ahmedabad
03.2015 - 12.2015
- Relevant Experience in:- Recruitment KPO
- Worked with recruiting teams and human resources representatives to accomplish hiring objectives.
- Tracked candidates and pushed for feedback on disqualifications, time-to-fill statistics and other variables.
- Operated and maintained applicant tracking and candidate management systems.
- Developed lists of qualified candidates for corporate hiring managers.
- Promptly corresponded with applicants and coordinated and conducted interviews.
- Coordinated incoming job requisitions and applications.
- Hired employees and initiated new hire paperwork process.
- Pre-screened resumes prior to sending to corporate hiring managers for consideration.
Web chat advisor
Vodafone, Vodafone house,
Ahmedabad
08.2014 - 01.2015
- Handling customer queries on Web Chat, E-mails and Social Media
- Educate current and potential customers with product and service information
- Maintain accurate customer records
- Identify and escalate priority issues to the Team Leader and Ops Team
- Actively participate in team meetings
- Handle all queries in a polite, professional manner
- Probe and trouble-shoot customer queries, and provide a suitable and satisfactory solution
- Educate customers on services and processes
- Escalate any issues to the Team Leader
- Achieve agreed KPIs and Objectives
- Attend coaching sessions with Customer Service Supervisor
- Adhere strictly to shift schedules
- Adhere to laid down internal policies, procedures and processes
- Work collaboratively with the team
- Logical reasoning
Senior Sales Executive
Cara Jewelers (Gold and Diamond Park )
Dubai
10.2011 - 06.2014
- Greets and meets customers on arrival at the shop
- Listens attentively to a customer’s needs and gives explicit explanation to satisfy such a customer
- Presents the customer with the needed jewelry and provides information, such as pricing; and gives a discount if need be
- Helps customers to wrap and bag their purchases
- Provides pricing information to the cashier alongside the weight of the items purchased
- Helps to facilitate payments after every purchase
- Takes charge of all the inventories in the shop or kiosk by entering them into the computer system
- Helps in the daily display of all items that are available for sale in the shop
- Entertains customers and answers questions respectfully
- Ensures regular increase in sales of jewelry products
- Achieves goals set by the employer
- Introduces sales promotion to customers so as to entice them to make purchases
- Ensures that products are well arranged in orderly manner
- Properly operates a cash register and maintains all financial transaction effectively and efficiently too
- Strictly adheres to company policies
- Helps customers to make the right decisions so they can make the right jewelry purchases
- Explains warrantees and guarantees on each piece purchased by a customer
- Ensures all documents relating to the purchase of any jewelry are also bagged with the goods purchased
- Sends appreciation messages to customers and keeps them informed concerning latest arrivals
- Ensures that all pieces of jewelry are returned to their secured places after the day’s business
- Ensures the proper display of company signage in order for customers to easily locate the jewelry shop or kiosk.
Client Service Executive (Medical)
MEDUSIND SOLUTIONS
Ahmedabad
04.2010 - 09.2011
- Outbound calls to insurances for claim status and eligibility verification.
- Denial documentation and further action.
- Calling the insurance carriers based on the appointment received by the clients.
- Working on the outstanding claims reports/account receivable reports received from the client or generated from the specific client software.
- Calling insurance companies to get the status of the unpaid claims.
- Insurance Follow UP, Patient calling, Provider outreach program etc.
- Maintain the individual daily logs.
- Performs assigned tasks/ completes targets with speed and accuracy as per client SLAs.
- Compliance with Medusind’s Information Security Policy, client/project guidelines, business rules and training provided, company’s quality system and policies.
Team Coach
Azure Pvt. Ltd. (Reliance mobile services)
Ahmedabad
06.2009 - 12.2009
- Participated in team-building activities to enhance working relationships.
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Established and oversaw performance targets for call center associates.
- Collaborated with training team to boost product support and certification training initiatives.
- Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
- Conducted performance reviews for staff members to reduce resolution times and improve customer satisfaction ratings.
Customer care associate
“AEGIS BPO LTD.” TTSL process inbound
Ahmedabad
01.2008 - 05.2009
- Relevant Experience in:- Customer service
- Resolved concerns with products or services to help with retention and drive sales.
- Leveraged sales expertise to promote products and capitalized on upsell opportunities.
- Assisted inbound callers with payment information and support by skillfully operating multiple administrative systems.
- Resolved service failures, coordinated return appointments and executed referrals to specialists.
- Helped customers through stressful times by giving expert help and building customized solutions for unique requirements.
- Documented caller information in delivery system to initiate standard responses based on particular needs.
- Maintained good call control to quickly uncover questions and keep call times low.
- Logged call information and solutions provided into internal database.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
Customer care associate
Hutch (Magus customer dialog Pvt. Ltd)
Ahmedabad
06.2006 - 08.2007
- Relevant Experience in:- Customer service
- Fielded inquiries via call to offer immediate assistance with customers' needs.
- Resolved concerns with products or services to help with retention and drive sales.
- Assisted inbound callers with payment information and support by skillfully operating multiple administrative systems.
- Helped customers through stressful times by giving expert help and building customized solutions for unique requirements.
- Documented caller information in delivery system to initiate standard responses based on particular needs.
- Maintained good call control to quickly uncover questions and keep call times low.
Customer care associate
“Page point” AIRTEL process inbound
Ahmedabad
11.2005 - 08.2006
- Fielded inquiries via email, call and text to offer immediate assistance with customers' needs.
- Followed up on outstanding issues to complete resolutions and maintain customer satisfaction.
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
- Resolved concerns with products or services to help with retention and drive sales.
Education
High School Diploma -
Aroma Higher Secondary School.
Ahemedabad 03.2003 - 03.2005
B.com - B.Com
Gujarat University
Ahmedabad 03.2007 - 03.2009
Skills
WebChat
Affiliations
A motivated and diligent team player utilizing excellent communication, interpersonal skills with strong analytical mind-set to learn quickly, to analyze the situation, identify requirements and provide solution. To develop an ideal career. Where I can utilize my strength and knowledge with opportunity Strong communication, strong ability, will power to do everything interpersonal intuitive and leadership skills proven ability to work efficiency in both independent and team environment.
Accomplishments
- Supervised team of 50 staff members.
- Achieved target results by introducing barcode software for operations tasks.
- Documented and resolved duplications and wastage of the raw materials which led to reduced loss of the company.
Software
DTP
MS office
Photoshop
Interests
Cricket, table tennis and swimming
Timeline
Customer Service Manager
Canvas Champ, Windbridge Pvt LTD
01.2017 - Current
Recruitment consultant
QX Pvt LTD
03.2015 - 12.2015
Web chat advisor
Vodafone, Vodafone house,
08.2014 - 01.2015
Senior Sales Executive
Cara Jewelers (Gold and Diamond Park )
10.2011 - 06.2014
Client Service Executive (Medical)
MEDUSIND SOLUTIONS
04.2010 - 09.2011
Team Coach
Azure Pvt. Ltd. (Reliance mobile services)
06.2009 - 12.2009
Customer care associate
“AEGIS BPO LTD.” TTSL process inbound
01.2008 - 05.2009
B.com - B.Com
Gujarat University
03.2007 - 03.2009
Customer care associate
Hutch (Magus customer dialog Pvt. Ltd)
06.2006 - 08.2007
Customer care associate
“Page point” AIRTEL process inbound
11.2005 - 08.2006
High School Diploma -
Aroma Higher Secondary School.
03.2003 - 03.2005
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