Mohd Arif

Dynamic MBA (Finance) professional with 2 years of corporate experience in high-volume customer relationship management and client servicing. Proven track record in customer engagement, portfolio management support, and identifying cross-selling opportunities to drive business growth. Adept at handling high-value client queries, maintaining an exceptional 99% First Contact Resolution (FCR) rate, and ensuring long-term client retention.

Strong foundational knowledge of banking operations, wealth management products, and customer-centric financial sales.

Process Executive – Customer Relationship & Client Support - Cognizant Technology Solutions - Hyderabad

(2022-03 - 2024-03)

• Relationship Management: Managed end-to-end customer relationships via multi-channel communications (Phone, Email, Chat) for international clients, ensuring high service quality and professional delivery.
• Performance Excellence: Achieved and consistently sustained a 99% First Contact Resolution (FCR) rate, significantly enhancing customer satisfaction (CSAT) scores and workflow efficiency.
• Needs Assessment & Upselling: Proactively analyzed customer financial and service requirements to recommend appropriate solutions, directly supporting cross-selling goals and strategic lead generation.
• Issue Resolution: Coordinated with cross-functional internal teams to resolve complex client queries, acting as the primary point of contact to guarantee seamless and timely service delivery.
• Retention & Compliance: Drove customer retention through structured follow-ups while maintaining 100% compliance with strict process guidelines and Service Level Agreements (SLAs).
• Leadership & Mentoring: Selected by management to train and mentor incoming team members on customer handling best practices, operational frameworks, and process excellence.

MBA - Finance - Osmania University (2023)

Bachelor of Commerce - Commerce - Osmania University (2021)