Fazil Khaan

• Led a frontline retail team of 10+ associates, managing shift schedules, workload distribution, and performance tracking to ensure operational excellence.
• Coached and mentored junior staff, leading to a 25% improvement in individual sales conversion rates over 3 months.
• Oversaw inventory planning and replenishment; spearheaded SKU-level inventory tracking that boosted stock accuracy by 18% and reduced shrinkage.
• Implemented team-wide visual merchandising strategy and training, aligning with seasonal campaigns and increasing footfall by 12%.
• Designed a centralized Knowledge Centre that streamlined onboarding and reduced training time for new hires by 40%.
• Collaborated on store-wide budgeting, labor forecasting, and scheduling, reducing overtime costs by 8%.

Tools: Retail Pro, Sensometric, MS Office

• Supervised a cross-functional team of 8–10 support professionals; provided weekly performance feedback and monthly KPI reviews to drive accountability.
• Designed and delivered internal training programs on customer success practices, onboarding 30+ new hires with accelerated ramp-up.
• Implemented a skill matrix to identify training needs and structured learning paths, boosting team productivity by 20%.
• Managed 200+ weekly multichannel support cases, ensuring SLA compliance and a 98% resolution rate.
• Led initiatives that improved CSAT scores from 82% to 91% through training, root cause analysis, and streamlined escalation handling.
• Customized insurance packages based on customer loyalty, usage behavior, and life-stage analytics, resulting in a 22% increase in policy acceptance rates and a 15% boost in customer retention over two quarters.
• Collaborated with product and sales teams to create over 40 bespoke plan configurations tailored to client needs
• Developed SOPs and audit-ready documentation in line with ISO compliance standards..

Tools Used: Hubspot, Freshdesk, Power BI, Azure, MS office

• Managed a team of 15 customer service agents; conducted coaching, performance reviews, and shift optimization to meet service goals.
• Developed agent scorecards and weekly feedback loops that improved first response time by 22% and resolution quality by 18%.
• Analyzed customer feedback trends and agent response behavior to design targeted training sessions, improving CSAT and agent consistency.
• Launched a SCOS reduction project that cut invalid internal escalations by 95% in three months, streamlining backend workflows.
• Monitored real-time KPI dashboards to optimize agent availability and reduce queue bottlenecks across calls, emails, and chats.
• Achieved a 20% reduction in customer wait times and maintained consistent adherence to production targets during peak volume periods.
• Maintained AHOD (Availability Hours on Duty) adherence through active shift monitoring and rapid adjustment of team schedules.
• Built a central Knowledge Center to support training, process documentation, and on-the-job reference materials

Tools used: Salesforce, Amazon Connect, Seller Centre, Chime