MOHD. SHAHVEZ

Mobile: +91-999******* ~ E-Mail: ac0jzz@r.postjobfree.com

PROFILE SYNOPSIS

Professional with nearly 1 year experience in Client Servicing, Operations, Service and Support Management, Quality Management

Currently Working with Pesquisa Global as Senior Research Analyst Since Jul'15

Expertise in managing the call centre operations with key focus on optimal utilization of resources

Proven skills in managing teams to work in sync with the corporate set parameters & motivating them for achieving business and individual goals

Capable in identifying improvement areas & implementing measures to maximize customer satisfaction levels

Ensuring continuous interaction with the customers to make sure that the area of concern can be worked upon for improved service levels

Acting as an escalation gate to resolve critical issues of the team members

An effective communicator with excellent relationship building & interpersonal skills complemented with strong analytical, problem solving & organizational abilities

SKILL SET

Supervising customer service operations for rendering and achieving quality services; facilitating first line customer support by answering queries & resolving issues.

Resolving client queries, achieving targets while adhering to the SLA’S of the process involving the handling of escalations and trouble shooting

Mapping clients’ requirements and coordinating in developing and implementing processes in line with pre-set the guidelines

Monitoring the overall functioning of processes, identifying improvement areas and implementing adequate measures to maximise customer satisfaction level

Proficient at providing value added customer service by resolving customer issues & ensuring their satisfaction with the product and the service norms

WORK EXPERIENCE

V-Care International, NOIDA as Customer Care Executive: Since Jul’14

Pesquisa Global, Senior Research Analyst: Since Jul'15

Adroit in ensuring speedy resolution of queries & grievances in order to maximize client satisfaction levels

Proficient in maintaining excellent relations with clients to generate avenues for further business

Accountable for handling calls from new and existing customers regarding a variety of requests

Capable of using complete knowledge of products or services as well as great customer service skills for addressing issues as well as providing support and information to keep customers satisfied and retain business

Deft in informing clients by explaining them the procedures; answering their queries and providing them with apt information

Maintaining and improving quality results by adhering to the standards and guidelines and recommending improved procedures

TRAINING AND CERTIFICATION

Attended 156 hours Training & Certificate in Core Programming from NIIT, New Delhi in 2012

EDUCATIONAL CREDENTIALS

2012 BBA from Eastern Institute for Integrated Learning in Management University

2010 XII from Andhra School, Delhi

2008 X from Andhra School, Delhi

IT SKILLS

Well versed with Windows 1998, 2000, XP & Vistas, C, C++, Java, MS Office (Word, Excel and PowerPoint)

PERSONAL DOSSIER

Date of Birth : 20th February 1990

Linguistic Skills : Hindi, Urdu and English

Address : 20-D, DDA Flats, Mata Sundari Road. New Delhi - 110002

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