Faheem Syed

• Provided excellent customer care by responding to requests over the phone and emails
• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Resolved customer complaints with empathy, resulting in increased loyalty.
• Handled escalated calls efficiently, finding satisfactory resolutions for the customers.
• Met customer call guidelines for service levels, handle time and productivity.
• Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
• Updated customer service process and system manual.

• Worked with Learning and Development team in developing and implementing quality assurance standards for all the channels.
• Performing quality checks for the channels like Calls, Emails, Live Chat and WhatsApp.
• Kept quality assurance documentation updated, organised and maintained for reliable records.
• Participated in quality assurance meetings to discuss current findings and developments.
• Ensured positive customer dining experiences by executing effective quality assurance practices.
• Participated in the call calibration sessions to find the area of improvement.
• Providing constructive feedback to the line managers.

• Resolved complaints with proactive problem-solving and analysis.
• Maintained excellent team relationships by helping colleagues with complicated or difficult customer calls.
• Dealt with complex complaints and angry customers professionally and politely, resolving issues with favorable solutions.
• Supporting teams to solve the complex issues or queries.
• Managing floor over the weekend by closely monitoring the team performance and supporting the team where ever it is required.

• Taking up ownership to help the customer in resolving the issues.
• Providing product information to the customers with suitable recommendations.
• Available to the customers in all mediums of contact like Phone call, Emails and Chats.
• Offering goodwill to the customers wherever it is required.
• Worked on CWL, making sure that product is delivered to the customers or the garages.
• Troubleshooting the delivery issues and taking quick decisions to resolve the customer.
• Finding the missing tyres and raising a collection, making a claim with supplier or with the courier wherever it is required.

• Took responsibility for stock control and Overseeing pricing.
• Showcased my ideas for Customer Retention.

Joined as Executive Operations and promoted to Process Consultant. Core Responsibilities:

• A/R collections based on the team target.
• Extensively on Auto Insurance, Workers Compensation and high dollar claims.
• High Dollar reports and other reports based on client requirements.

• Engaged with customers to better understand needs and deliver excellent service.
• Met schedule using excellent planning and coordination skills.

• Supervised work of contracted employees to deliver work on schedule.
• Developed ongoing programmes using good team communication and collaboration.

• Met schedule using excellent planning and coordination skills.
• Built and maintained courteous and effective working relationships.