MUNAVAR PATHAN

****/*, ***** *** ****, Kalupur Tower,

Kalupur,

Ahmedabad – 380001.

Contact No. : +91-740*******, (O): +91-757*******

E-Mail Address: acptvj@r.postjobfree.com, acptvj@r.postjobfree.com

PERSONAL PROFILE:

Full Name: Munavar Farooq Pathan

Date of Birth: 30.04.1991

Passport Number: K 5874082

Marital Status: Unmarried

Gender: Male

Nationality: Indian

Languages Known: English, Hindi & Gujarati.

OBJECTIVE:

I am willing to foot a step on the career path focusing Communication and Customer Service,

Financial Services, Marketing and Project Management, General Management and Business

Consulting, where I will be able to make the maximum use of my qualification, skills and experience.

Moreover, I am ready to relocate and work with immediate effect for any legitimate industry. I

possess the knowledge of principles and processes for providing customer and personal services. This

includes customer needs assessment, meeting quality standards for services, and evaluation of

customer satisfaction.

EDUCATION DETAILS:

Degree Name of Year of Passing Grade Board/University

Master of Commerce Gujarat University APRIL 2014 Sem. I: 60

Sem. II: 60

Sem. III: 62

Sem. IV: 69

Bachelor of Commerce Gujarat University APRIL 2012 48

H.S.C. (Commerce) MSBSHSE (Mumbai) FEBRUARY 2009 63

S.S.C. GSEB (Gujarat) MARCH 2007 65

OTHER CERTIFICATION:

IELTS (INTERNATIONAL LANGUAGE TESTING SYSTEM) IN ACADEMIC AS ON

(22/02/2014):

READING: 6

WRITING: 6

LISTENING: 6

SPEAKING: 6.5

EMPLOYMENT DETAILS (Full Time):

1. Vodafone India Services Private Limited (Web-Chat Process):

Joining Date: January 2015

End Date: Present

Position/Title: Process Executive

Responsibilities: Confer with customers by live chat or

telephone to provide information

about products or services, take or

enter orders, cancel accounts, or

obtain details of complaints.

Check to ensure that appropriate

changes were made to resolve

customers' problems.

Keep records of customer interactions

or transactions, recording details of

inquiries, complaints, or comments,

as well as actions taken.

Resolve customers' service or billing

complaints by performing activities

such as refunding money, or adjusting

bills.

Complete contract forms, prepare

change of address records, or issue

service discontinuance orders.

Collect deposits, payments or fees in

regards to payment.

2. Motif Inc. [(RETAILMENOT Inc.), U.S. PROCESS]:

Joining Date: January 2013

End Date: June 2014

Position/Title: Offers Moderator / Back office

Responsibilities: Offers/Content Moderation: Network

Feeds, Social Offers, UGC Offers &

UGC Printable Offers.

Comments Moderation

Moderating & uploading offers on

RetailMeNot.com

Handling multiple LOBs and maintaining

the SLA (Service Level Assessment)

simultaneously in hierarchy by multi-

tasking.

3. Motif Inc. (MakeMyTrip Process):

Joining Date: November 2010

End Date: December 2012

Position/Title: Sr. Customer Service Representative [Sr. Holiday

Expert (Sales)]

Responsibilities: Live Chat with Customers

Communicating with Clients via

Phone, E-mail

Booking Flights, Hotels &

Transportation, Designing travel

itineraries, Selling Holiday Packages

Calculate costs of goods or services

Handling Escalations & all post sales

duties including increasing

GPM(Gross Profit Margin) and

minimising losses if any.

ACHIEVEMENTS IN RETAILMENOT Inc. U.S. Process:

Top performer for the month of June 2013 for achieving Productivity 140% against the target

100% and Quality 99.83% against the target 97%

Top performer for the month of August 2013 for achieving Productivity 147% against the

target 100% and Quality 100% against the target 97%

Top performer for the month of September 2013 for achieving Productivity 170% against the

target 100% and Quality 100% against the target 97%

Top performer for the month of October 2013 for achieving Productivity 164.65% against the

target 100% and Quality 98.92% against the target 97%

Third Runner up for the month of December 2013 for achieving Productivity 112.24% against

the target 100% and Quality 100% against the target 97%

Top performer for the month of February 2014 for achieving Productivity 172.50% against

the target 100% and Quality average (4 Sub-processes) 99.45% against the average target

97%

ACHIEVEMENTS IN MAKEMYTRIP PROCESS:

Top Seller for the month of August 2011 in domestic sales campaign for hitting 24 sales and

GPM (Gross Profit Margin) of Rs. 15,72,484/-

Top performer for the month of January 2012 in domestic sales (being in post-sales process)

for handling 6 escalations, closing 21 files (Bookings) and by increasing the GPM up to

109.63%

Top performer for the month of March 2012 in domestic sales (being in post-sales process) for

handling 25 escalations, closing 62 files and by increasing the GPM up to 67.25%

Top performer for the month of May 2012 in domestic sales (being in post-sales process) for

handling 63 escalations, closing 117 files and by increasing the GPM up to 49.77%.

Top performer for the month of July 2012 in domestic sales (being in post-sales process) for

closing 88.75% files

SKILLS:

Technical Skills:

• Customer relationship management CRM software; Salesforce.com Salesforce CRM

• Network conferencing software Active Data Online WebChat & Email Communication

• Sales and Marketing Skills

• Team Management/supervising/Leadership

Non-Technical Skills:

• Active listener Give full attention to what other people are saying, taking time to

understand the points being made, asking questions as appropriate, and not interrupting at

inappropriate times.

• Speaking Talk to others to convey information effectively.

• Service Oriented Actively look for ways to help people.

• Reading Comprehension Understanding of written sentences and paragraphs in work

related documents.

• Critical Thinking Using logic and reasoning to identify the strengths and weaknesses of

alternative solutions, conclusions or approaches to problems.

• Establishing and Maintaining Interpersonal Relationships Developing constructive and

cooperative working relationships with others, and maintaining them over time.

DECLARATION:

I hereby declare that the above-mentioned information is true to the best of my knowledge.

Munavar Pathan

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