Mohd Abdul khadeer khan

Senior Analyst at HCL Technologies PVT Ltd (2021-10 – 2-12-2024)

Managed 35+ daily customer inquiries, performing advanced troubleshooting and delivering accurate product information within a fast-paced BPO environment.
Conducted thorough research and effectively managed complex customer accounts, ensuring comprehensive service and providing critical data to senior management.
De-escalated challenging customer situations, consistently maintaining a professional and positive demeanor to foster customer loyalty.
Attained an average customer satisfaction rating of 85%, surpassing the company benchmark by 5% through effective problem resolution and empathetic engagement.

Process associate at Sutherland for Lyft (2019-08 – 2020-11)

Processed an average of 40+ daily customer email inquiries, providing comprehensive troubleshooting, query resolution, and detailed product information.
Instructed and mentored new hires on utilizing internal CRM tools and data maintenance protocols, contributing to team efficiency and knowledge transfer.
De-escalated challenging customer interactions, consistently upholding a professional and positive demeanor to safeguard brand reputation.
Developed and proposed an effective retention strategy, successfully decreasing customer cancellations through proactive engagement.

Process Associate at Genpact for Go Daddy (2016-06 – 2019-11)

Managed an average of 50+ daily inbound calls, providing expert troubleshooting, comprehensive query resolution, and relevant product information to customers.
Conducted in-depth research and effectively managed highly complicated customer accounts, ensuring comprehensive service delivery and offering crucial support to upper management.
Mentored and trained new employees on the proficient use of internal tools and data matrix maintenance, contributing to team skill development and process adherence.
Successfully de-escalated challenging and sensitive customer interactions, consistently maintaining a positive attitude and fostering a professional brand image.
Achieved an average 85% customer satisfaction rating, consistently exceeding the company average by 5% through dedicated service and effective problem-solving.
Proposed and implemented an innovative customer retention tactic, directly leading to a measurable decrease in cancellations.

Senior Process Associate at Khamur IT Solutions (2015-01 – 2016-12)

Led a team of 15 customer service representatives, guiding them in query resolution and ensuring consistent achievement of company targets.
Provided multi-channel customer support via online chat and email, effectively addressing user inquiries and technical challenges.
Managed specialized assistance for income tax filings, ensuring individual compliance with tax regulations and handling audits for filing rejections.
Identified and documented major customer problems with applications and content gaps, reporting findings to relevant departments for product improvement.
Executed comprehensive billing, collection, and reporting activities, adhering to specific deadlines and IRS requirements.
Successfully mentored and managed a team of 15 representatives, optimizing their workflow for enhanced customer query resolution and target attainment.
Streamlined process communication flows between teams and departments, fostering efficient problem-solving and timely service delivery.
Consistently ensured compliance with tax regulations for individual filings, successfully navigating audit processes.

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