Mohammed Rahil Khan
Dubai,UAE
Summary
Methodical and versatile Customer Service professional, having hands-on experience in handling the complete process of Customer service department in the organization. Proficiency in client servicing management and implementation of efficient operational strategies. A strong professional with Degree in BCOM
Overview
5
5
years of professional experience
Work history
Franchise Sales & Customer Service Executive
Ipay For All LLC
Dubai, UAE
11.2022 - Current
- Responsible for all new transactions from initiation to purchase
- Enable fact based decision by creating transparency on selling-related key performance indicators (Sales key drivers, cost ratios)
- Follow-up store portfolio decisions and evaluate their target achievement
- Constantly optimize speed and consistency of day-to-day processes and systems
- Support the business (Retail and Franchise) and Sales Strategy
- Enable fact based decision by creating transparency on the Retail
- Work to achieve direct-to-consumers objectives and deliver results with a short-term, operational focus as part of the department targets
- Provide specific expertise for assigned functional areas/systems and processes towards team & excellence
- A seasoned sales/customer service executive with demonstrated track record of success
- Ability to build relationships both externally and internally influence cross functionally
- Processing orders & transactions using CRM,BSCS & DSP accordingly
- Resolving issues and troubleshooting technical problems
- Delivering information about the Company's product offerings
- Providing proactive Customer outreach
- Handling Customer grievances
- Collecting & analyzing Customer feedback
Team Lead
Hinduja Global Solutions
Mysore
08.2022 - 10.2022
- SAP Concur solutions connect all expense, travel, and vendor invoice spending in one system,providing a single way to manage spending from end-to-end, gain greater visibility into transactions,improve compliance, and simplify the process for everyone
- Handled troubleshooting tasks and used repair methods to immediately rectify assembly line issues
- Coached team members in techniques necessary to complete job tasks
- Evaluated employee skills and knowledge regularly, training and mentoring individuals with laggingskills
- CELL :+971 555693751
- Email id: mohammedrahilkhan143@gmail.com |
- Reviewed component quality to assess conformance with tolerances and remove unacceptable products
- Preparing reports of Attendance, Daily, Weekly, Monthly and AHT reporting, Roaster inputs, Call
- Audits, Quality reports.
Team Lead
Teleperformance Dips
Bangalore
09.2021 - 07.2022
- Managed schedules, accepted time off requests and found coverage for short shifts
- Minimized resource and time losses by addressing employee or production issue directly andimplementing timely solutions
- Established open and professional relationships with team members to achieve quick resolutions forvarious issues
- Handled troubleshooting tasks and used repair methods to immediately rectify assembly line issues
- Coached team members in techniques necessary to complete job tasks
- Evaluated employee skills and knowledge regularly, training and mentoring individuals with laggingskills
- Reviewed component quality to assess conformance with tolerances and remove unacceptable products
- Preparing reports of Attendance, Daily, Weekly, Monthly and AHT reporting, Roaster inputs, Call
- Audits, GMV reports, Quality reports
- Developed monthly and daily production output plans to deliver on customer service and financialmetrics
- Scheduling Exit interviews with Escalation matrix managers, and keeping record of their productivity
- Prepared detailed reports on updates to project specifications, progress, identified conflicts and teamactivities.
Senior Customer Associate
Teleperformance Dips, Flipkart Process
Bangalore
10.2020 - 09.2021
Business Development Associate
Bangalore
- Byju's Educational technology, Cold calling leads and maintaining lead funnel using LEADSQUARED
- Setting up meetings for BYJU'S Home Demonstration
- Conducting 8-10 meetings weekly and generating revenue
- On spot sales of educational technology products for K-12 segment in B2C domain
- Taking follow ups and closing prospects
- Punching, Tracking and Managing orders using ORDERHIVE
- Achieving daily, weekly and monthly calling and conduction targets.
Monitor
- All incoming calls from customers for all inquiries on orders for various products
- Assist various departments to facilitate sales of all products in company portfolio
- Analyse all customer issues and assist to resolve all within required timeframe
- Coordinate with customers and ensure appropriate questioning to identify issues
- Manage all customer inquiries and summarize same to be presented to management
- Maintain knowledge on all customer requirements and provide appropriate solutions
- Ensure optimal utilization of all resources and resolve all issues
- Maintain accuracy of all data and verify same for all customer services
- Assist to compose sentence structures for all customer reports
- Make sales or recommendations for products or services that may better suit client needs
- Analyse all issues and recommend alternate solutions to ensure effective resolution
- Escalate all issues to management if required
- Customer Support - Large Appliance's sale Department
- Teleperformance Dips - Flipkart Process
- Monitor all incoming calls from customers for all inquiries on orders for Appliance products
- Check the information of the department handling the escalation currently & inform to resolve withintime frame
- Check details of issues regarding the order of customer
- Assign concerned department to Install the product and give demo for the same
- Send mails to Customer regarding escalation issues, assuring timely resolution
- Check & close the escalation process once issue resolved & update same in database accordingly.
Customer Relationship Officer
Hinduja Global Solutions, Amazon International Process
Mysore
08.2018 - 10.2019
- Manage large amounts of inbound calls in a timely manner
- Follow communication “scripts” when handling different topics
- Identify customers' needs, clarify information, research every issue and provide solutions and/oralternatives
- Seize opportunities to upsell products when they arise
- Build sustainable relationships and engage customers by taking the extra mile
- Keep records of all conversations in our call center database in a comprehensible way
- Meet personal/team qualitative and quantitative targets
- Respond efficiently and accurately to callers, explaining possible solutions, and ensuring that clientsfeel supported and valued
- Utilize software, databases, scripts, and tools appropriately
- Build lasting relationships with clients and other call center team members based on trust and reliability
- Understand and strive to meet or exceed call center metrics while providing excellent and consistentcustomer service
- Take part in training and other learning opportunities to expand knowledge of the company and position
- Adhere to all company policies and procedures
Education
BCom Bachelor of Commerce -
Vidyavardhaka First Grade college
PUC - undefined
Vidyavardhaka PU College
SSLC - undefined
Farooqia Boy's High School
Skills
- MS Office (MS Word, Excel, Power point & Outlook)
- Best employee for the Month in March 2018 from HGS
- Best employee for the month of May & June 2021 from Teleperformance
- Secured “Best Team Leader Award” for the month of December ‘21
- Worked on Projects to Improve PCD/4C score Flipkart Process
Languages
English
Fluent
Hindi
Fluent
Kannada
Fluent
Urdu
Fluent
Additional Information
• Date of Birth: 28-04-1998
• Sex: Male
• Nationality: Indian
• Marital Status: Single
• Visa Status: Employment
Accomplishments
I hereby declare that the above mentioned information is correct to the best of my interest.
Timeline
Franchise Sales & Customer Service Executive
Ipay For All LLC
11.2022 - Current
Team Lead
Hinduja Global Solutions
08.2022 - 10.2022
Team Lead
Teleperformance Dips
09.2021 - 07.2022
Senior Customer Associate
Teleperformance Dips, Flipkart Process
10.2020 - 09.2021
Customer Relationship Officer
Hinduja Global Solutions, Amazon International Process
08.2018 - 10.2019
Business Development Associate
Monitor
BCom Bachelor of Commerce -
Vidyavardhaka First Grade college
PUC - undefined
Vidyavardhaka PU College
SSLC - undefined
Farooqia Boy's High School
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