Mohammed Waseem

Senior Operations Executive - NSR Group of Companies - Bengaluru

(2026-02)

Manage real-time inventory records and procurement operations ensuring zero stockouts across ongoing projects, directly supporting operational continuity and client SLA adherence.
Prepare purchase orders and coordinate vendor negotiations, achieving cost-effective procurement while maintaining audit-ready documentation — mirroring the accuracy and compliance discipline required in enterprise CSM roles.
Build and present detailed inventory and procurement reports to senior management, demonstrating data-driven decision-making and executive communication skills.
Oversee cross-functional coordination between procurement, operations, and project teams to eliminate delays — reflecting the stakeholder management and collaboration core to Senior CSM success.

Client Relations & Customer Success Specialist - Genisys Group - Bengaluru

(2024-04 - 2025-08)

Owned end-to-end customer lifecycle management for a portfolio of B2B accounts, consistently achieving measurable improvements in satisfaction scores, NPS, and long-term retention rates.
Developed and executed proactive retention strategies including customer health-score monitoring and structured engagement cadences, reducing churn risk and improving renewal predictability.
Conducted regular business reviews and success plan check-ins to align customer goals with product capabilities, driving product adoption and expanding account value.
Handled complex L2 escalations using root-cause analysis and empathetic communication, converting negative experiences into loyalty-building outcomes with measurable CSAT recovery.
Served as voice of the customer internally — collaborating cross-functionally with product and engineering teams to relay feedback and drive service improvements.
Mentored junior customer success representatives on escalation handling, communication standards, and CRM best practices, reducing re-escalation rates and improving team performance.

Customer Support L2 – Escalation Specialist - Teleperformance Global Pvt Ltd - Bengaluru

(2021 - 2022)

Resolved high-complexity L2 escalations via outbound calling — managing billing, technical, and service disputes beyond front-line scope — consistently achieving above-target first-contact resolution (FCR) rates.
Documented recurring issue patterns and submitted structured quality reports, improving knowledge-base accuracy and reducing overall escalation volume by equipping L1 teams with better tools.
Mentored L1 agents on issue-handling and customer communication frameworks, contributing to a measurable drop in re-escalation rates and improved team CSAT scores.

DSL Associate – Delivery Operations & Customer Support - Amazon - Bengaluru

(2019 - 2020)

Acted as liaison between customers and last-mile delivery agents, ensuring fulfilment commitments were met within promised timelines while maintaining high CSAT scores.
Monitored delivery exceptions in real time and coordinated resolution with field associates — demonstrating proactive customer communication and issue-resolution discipline.
Provided transparent status updates during service disruptions, reducing inbound complaint volume and building customer trust through consistent, empathetic communication.

Operations Executive – Customer Service & Documentation Compliance - Sevenseas Global Logistics Pvt Ltd - Bengaluru

(2017 - 2019)

Managed end-to-end export documentation including invoices, packing lists, and shipping instructions — developing strong compliance, data integrity, and documentation standards.
Coordinated customs clearance procedures by liaising with regulatory authorities and freight partners, reflecting the cross-functional stakeholder management required in enterprise customer success roles.
Maintained SAP MM records with strict attention to data integrity, ensuring accurate and audit-ready documentation across all client accounts.

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