Team Lead Customer Service

Faraz Khan

Bhopal, Madhya Pradesh Mob- +91-786******* Email - ***********@*****.*** LinkedIn

PROFESSIONAL SUMMARY

Results-driven Team Lead with 5 years of experience, including 1 year leading high-performing outbound sales teams and 4 years in customer service.

Proven expertise in B2B sales, lead generation, customer acquisition, and sales strategy development.

Successfully led a team that exceeded sales targets by 25%, improving conversion rates and revenue growth.

Skilled in cold calling, sales pipeline management. Passionate about coaching and mentoring teams to enhance performance and exceed KPIs.

TECHNICAL SKILLS:

Team management

Sales strategy

Customer relationship management

KPI development

Goal setting

Lead Generation

Training development

Performance evaluation

B2B Sales

Outbound Sales

EDUCATION

Master's of Business Administration (Aug 2015 - Jul 2017) Institute of Professional Education And Research – Bhopal, Madhya Pradesh Bachelor's of Business Administration (Jun 2012 - Mar 2015) Career College – Bhopal, Madhya Pradesh

PROFESSIONAL EXPERIENCE :

Nitro Commerce Team Lead

07/2024 Current

Collaborated with other departments to streamline processes and improve interdepartmental cooperation.

Led a team of 10+ outbound sales representatives, exceeding quarterly sales targets by 25% through strategic coaching and performance monitoring.

Organized client meetings to provide project updates.

Held regular one-on-one coaching sessions with staff members to encourage personal development.

Developed and executed sales strategies that improved lead conversion rates by 15% and enhanced customer retention.

Set specific goals for projects to measure progress and evaluate end results.

Negotiated with vendors and suppliers to secure favorable terms and improve bottom-line results.

Delegated daily tasks to team members to optimize group productivity.

Developed and monitored key performance indicators (KPIs) to assess team effectiveness.

Resolved customer complaints and issues promptly, ensuring high levels of satisfaction. Hexaware Sr. Executive

09/2023 - 06/2024

Proficient in overseeing email processes within the Spark platform, with specialized knowledge in the LITA, INDY, and Zook sub-platforms.

Utilize Zendesk as a strategic tool for effective customer support, ensuring timely responses and issue resolution.

Lead and manage teams to achieve optimal performance in email processes, fostering a collaborative and results-driven environment.

Achieve and exceed key performance metrics, such as reduced response times, increased customer satisfaction, and enhanced overall service quality.

Collaborate with cross-functional teams to ensure seamless communication and coordination, improving overall organizational effectiveness.

Spearhead training initiatives to enhance the skills of team members, aligning them with the evolving demands of the email process.

Revolut Support Specialist ( Chargeback and Card Payments) 11/2022 - 08/2023

Provided customer service via in-app live chat, phone, and email

Collaborated with other teams internationally to tackle any customer issues

Reviewed customer claims related to commercial disputes and unauthorized payments

Ensured that the Chargeback/dispute claims are handled in accordance with internal policies

Detected and reported suspicious activity, including first-party fraud

Resolved merchant and customer disputes efficiently, contributing to higher customer retention and trust in payment processing services.

Worked on Jira, Confluence, Slack, and Atlassian

Learned and adapted quickly to new technology and software applications. Amazon Virtual Customer Associate

08/2020 - 11/2022

Successfully handled high-volume customer inquiries across various communication channels (phone, email, chat) in North America and the UK, exceeding customer satisfaction targets.

Proactively resolve escalated customer issues, achieving a 90% customer retention rate.

Gained expertise in handling a wide range of customer issues, including order fulfillment, product information, account management, payment processing, and fraud prevention.

Effectively navigate complex customer situations, demonstrating strong problem-solving and analytical skills to identify root causes and implement effective solutions.

Contributed to a positive customer experience by providing accurate, timely, and empathetic support and building strong customer relationships.

Demonstrated a strong commitment to customer satisfaction and a dedication to exceeding customer expectations in every interaction.

Successfully adapted to different customer support verticals, demonstrating versatility and a willingness to learn new skills and processes.

HOBBIES AND INTERESTS

Music

Travelling

Exploring

Photography

LANGUAGES

English

Hindi

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