Salik Ahmed
delhi
Summary
Results-oriented Customer Service Associate with 8 years' experience supporting UK clients. Resolved complex customer issues and managed formal complaints while ensuring compliance with UK utility standards and GDPR. Achieved a 95% customer satisfaction score by handling over 40 inquiries daily. Utilised CRM tools and Microsoft Office Suite for streamlined operations and accurate data management.
Overview
10
10
years of professional experience
Work History
Associate
Echo India Pvt. Ltd
Noida
08.2016 - Current
- Consistently exceeded team KPIs for resolution time and customer satisfaction scores.
- Delivered high-quality customer service to UK residents, consistently resolving 40+ inquiries daily with a 95% satisfaction score.
- Managed end-to-end resolution of customer issues including direct debit setups, billing explanations, and account adjustments.
- Handled formal complaints in accordance with UK utility industry standards, achieving timely and compliant resolutions.
- Utilised internal knowledge bases and CRM tools to troubleshoot and resolve customer problems, enhancing overall service reliability.
- Maintained accurate logging of customer interactions, updated records, and tracked resolutions for quality assurance and reporting.
- Applied GDPR and UK regulatory guidelines to safeguard customer data and ensure compliance with legal requirements.
- Recognized as Star Performer of the Month for two consecutive quarters for outstanding performance and customer feedback.
- Introduced a simple Excel tracker for recurring billing issues, adopted by team to reduce repeated complaints by 15%.
- Leveraged Excel, Outlook, and Word for daily operational tasks, including reporting and internal communication.
Education
12th (10+2) -
BPS Delhi
New Delhi, DL05-2007
10th -
BPS Delhi
New Delhi05-2005
Bachelor of Journalism & Mass Communication - Journalism, Mass Communication
Khalsa College, University of Delhi
01-2010
Skills
- Salesforce & CRM Tools
- Conflict resolution
- Regulatory compliance
- Microsoft Excel
- Analytical thinking
- Time Management & Multitasking
- Customer relationship management
- Customer empathy
- Conflict resolution
- Complaint resolution
- Verbal communication
- Complaint resolution
Languages
English (Professional proficiency)
Hindi (Native)
Urdu (Conversational)
Professional Development
- Advanced Excel for Business, Online course, in progress
- UK Utility Industry Standards, On-the-job training at Echo India
- Conflict Resolution & Negotiation Skills, Internal workshop
Websites, Portfolios and Profiles
https://linkedin.com/in/salik-ahmed-04874a236
Awards
- Star Performer of the Month, Echo India Pvt. Ltd, awarded twice in two different quarters
- GDPR Compliance for Customer Service
- Salesforce Essentials Certificate
Hobbies and Interests
- Data analysis
- Process improvement
- Mentoring new team members
Availability
Immediate
References
Available upon request.
Timeline
Associate
Echo India Pvt. Ltd
08.2016 - Current
12th (10+2) -
BPS Delhi
10th -
BPS Delhi
Bachelor of Journalism & Mass Communication - Journalism, Mass Communication
Khalsa College, University of Delhi