Safrudeen Kareem
Mumbai
Summary
Experienced Customer Service Executive with over 10 years in the service industry. Recognized for resolving complex issues, boosting customer satisfaction, and building lasting customer loyalty. Skilled in high-volume inbound support, cross-selling, and training new team members.
Overview
12
12
years of professional experience
3
3
years of post-secondary education
4
4
Languages
Work History
Escalation Specialist
Tata Unistore Limited
12.2021 - 2 2024
- Handled high-stakes customer complaints and inquiries on behalf of the CEO, Grievance Desk, LinkedIn, and Customer Service Head
- Conducted in-depth investigations into escalated cases, analyzing root causes to identify areas for process improvement and mitigate future escalations
- Prepared concise RCA (Root Cause Analysis) reports for each escalation received on the CEO’s channel, providing regular updates until case closure
- Supported customer service teams by delivering insights from escalations, training on handling complex issues, and establishing best practices for executive-level customer engagement
Senior Customer Experience Executive
Bigtree Entertainment Pvt Ltd
05.2015 - 06.2021
- Managed 100+ daily inbound calls, emails, and chats from Indian, UAE, and Sri Lankan customers
- Handled escalation calls, ensuring customer satisfaction under tight deadlines
- Achieved a typing speed of 35-40 WPM to expedite response times
- Proved successful working within tight deadlines and fast-paced atmosphere
- Trained and mentored new employees through one-on-one coaching, ensuring smooth onboarding and skill enhancement
Senior Customer Service Executive
Convergys India Ltd
04.2011 - 03.2015
- Addressed on average 60+ inbound calls from Australian Customers of OPTUS Telecommunication Company regarding phone/internet service issues
- Handled queries regarding phone and internet bills and explaining various charges appropriately in bills
- Transferring to level 2 technicians based onshore in (Australia) in case of major line faults
- Recorded actions taken, issues resolved and information to effectively manage customer accounts
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines/services
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences
Technical Support Executive
Stream Global Services
10.2009 - 03.2011
- Handled 50+ inbound calls from US/Canadian customers daily regarding HP desktop and touch smart computers
- Providing end to end resolution to customers of HP computers by troubleshooting over phone and when required taking remote access
- Up selling products, extension of warranties, paid support in case of out of warranty products
Insurance Advisor
Aegon Religare
04.2009 - 09.2009
- Call 100+ potential clients/customers daily from the data and generate leads and set up meeting
- Explain features of various policies
- Analyze clients' current insurance policies and suggest additions or other changes
- Customize insurance programs to suit individual clients
Education
Bachelor of Commerce -
Mumbai University
06.2008 - 04.2009
Higher Secondary Certificate (HSC) - undefined
Mother Mary's English High School and Junior College
06.2004 - 04.2005
Secondary School Certificate (SSC) - undefined
Mother Mary's English High School
06.2001 - 05.2002
Skills
Customer Experience Optimization
Active Listening & Communication
Problem Resolution & Attention to Detail
Bilingual Support
Upselling & Cross-selling
CRM and ERP Proficiency
Accomplishments
- Awarded 'Annual RNR' two years consecutively at Bookmyshow.
- Multiple-time winner of the Product Knowledge Quiz at Bookmyshow.
Additional Information
Acted as Team Coach, providing one-on-one feedback with QA to help new hires meet key performance metrics (KRAs).
Timeline
Escalation Specialist
Tata Unistore Limited
12.2021 - 2 2024
Senior Customer Experience Executive
Bigtree Entertainment Pvt Ltd
05.2015 - 06.2021
Senior Customer Service Executive
Convergys India Ltd
04.2011 - 03.2015
Technical Support Executive
Stream Global Services
10.2009 - 03.2011
Insurance Advisor
Aegon Religare
04.2009 - 09.2009
Bachelor of Commerce -
Mumbai University
06.2008 - 04.2009
Higher Secondary Certificate (HSC) - undefined
Mother Mary's English High School and Junior College
06.2004 - 04.2005
Secondary School Certificate (SSC) - undefined
Mother Mary's English High School
06.2001 - 05.2002
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