Customer Service Sales
Resume:
MUNAVAR PATHAN
****/*, ***** *** ****, Kalupur Tower,
Kalupur,
Ahmedabad – 380001.
Contact No. : +91-740*******, (O): +91-757*******
E-Mail Address: ********.********@*****.***, ********.****@*****.***
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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