BPO Call Center, Back Office >> Team Leader / Subject Matter Expert 
Team Leader Resume Sample, Experience : 6 years

Resume  :
Mohammed Fawaz. K
E-mail  : mohammedfawaz.k AT outlook.com

Objective  :
To shape my career through dedicated work utilize my potentials and knowledge effectively for both professional and personal growth.

Areas of Interest  :
** Airline Ticketing
** Business development
** Service Support
** Product Support
** Team management

Work Experience  :
Team Leader (27 May 2016 – 01 Aug 2019) – 24x7 Inc Bangalore

Roles and Responsibilities  :
** Assisting team mates with their day to day enquiries
** Explaining the options on various flight and hotel packages to the prospective travelers
** Guiding them in choosing the most suitable package and helping them book the flights and hotels according to their need.
** Informing customers about the functionality of the travel industry by providing all necessary details about their trips in order to avoid repetition of calls.
** Good hand on experience in accessing some of the GDS tools like Amadeus and Worldspan in order to manage pricing, reissuing and cancelling the tickets of the customers upon their request.
** Provided floor support to assist the agent’s on call and help them find the solutions in real time bases.
** Got promoted as customer relation advisor within one year after joining the organization and started handling escalation calls, emails and social media cases via designated portal.
** Evaluating customer’s complaint and helping them with the satisfying resolution within stipulated timeframe and maintain SLA tracker for the client.
** Maintaining team’s quality score and case SLA set by the client.
** Training new batch to educate them about the functionality and criticality of the customer relations officer’s role and guide them in handling emails and calls in order to deliver excellent support to the customers.
** Closely studying about international travel standards and keep the team updated with current news about travel industry and general affair.
** Generating reports on daily bases to monitor the case study and manage the daily case inflow manually and assigned them equally to the team.
** Maintained individual reports on repetitive calls and customers to provide at most support to understand their needs and help them meet their requirements.
** Also maintained separate reports for repetitive cases on emails and developed a customized template to answer them in order to increase the productivity of the team and minimal time usage on one particular case study.
** Monitor all escalations calls answered by frontline agent and provide them appropriate feedback in order to avoid any error in the process and guide them how to handle the situation if they come across such issues in future calls.
** Attending management and client meetings to understand the need in the process and also provide additional input to the clients and to the management in order to develop the process and to utilize the ideal time of the team during lesser case flow and increase the productivity of the team.

Sr.


Customer Support Executive (Nov2013–19 May 2016) - Quscient Technologies, Chennai

Roles and Responsibilities  :
** Answering students’ query through emails, calls and chat
** Assist and support students on technical and functional issues of university’s proprietary software
** Handling escalated calls for better services to the students
** Generating MIS reports on daily basis for no. of queries attended, issues solved and escalated
** Mining data for client through external data from different websites.
** Create work process flow for the new or addendum process and train team members on the same

Academic Details  :
** BCA THE NEW COLLEGE (Autonomous), Chennai Madras University 2013 60%
** HSC T.A.W MAT HSC SCHOOL State Board 2010 57%
** SSLC T.A.W MAT HSC SCHOOL Matric Board 2008 60%

Software Skills  :
** MS word
** MS Power Point
** MS Excel
** GDS travel software with recognition on Amadeus and Worldspan

Extra-Curricular Activities  :
** Participated in drawing competitions
** Received award for painting
** Served as a School Pupil Leader for several years

Personal Details  :
Date of birth  : 17 OCT 1992
Nationality  : Indian
Languages known  : English, Urdu, Hindi, Tamil

Personal Traits  :
** Self-motivated Optimistic
** Perseverance Energetic
** Leadership Dynamic

Interest and Hobbies  :
** Surfing Internet
** Listening to music
** Playing cricket, football
** Drawing

Declaration  :
I hereby declare that the facts stated above are true to the best of my Knowledge and belief.

Date  :
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