Muhammad Amir Khan
Customer Service Representative
Hermosillo,SON
Summary
Accomplished Customer Service Representative Team Lead with a proven track record at Support Services Group, enhancing customer satisfaction and team efficiency through expert complaint handling and effective team management. Skilled in CRM software and known for exceptional communication abilities, consistently achieving high-performance ratings through strategic decision-making and self-motivation.
Overview
4
4
years of professional experience
Work History
Customer Service Representative Team Lead
Support Services Group
Hermosillo, Sonora, Mexico
07.2023 - 04.2024
- Fostered a positive work environment that encouraged collaboration and teamwork among employees.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Reduced average handle time by providing ongoing coaching on efficient call handling techniques.
- Conducted regular performance evaluations, setting clear expectations and providing constructive feedback to support professional growth.
- Achieved consistently high-performance ratings from both customers and management through diligent monitoring and coaching efforts.
- Led weekly team meetings to discuss performance goals, share best practices, and maintain open communication among team members.
- Monitored team metrics, identifying opportunities for improvement and implementing targeted coaching plans.
- Streamlined team efficiency by implementing new procedures for handling customer requests.
Customer Service Representative
Support Services Group
Hermosillo, Sonora, Mexico
04.2021 - 06.2023
- Handled customer inquiries and suggestions courteously and professionally.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Answered constant flow of customer calls with minimal wait times.
- Responded to customer requests for products, services, and company information.
- Offered advice and assistance to customers, paying attention to special needs or wants.
Customer Service Representative Team Lead
Teleperformance Mexico
Hermosillo, Sonora, Mexico
03.2020 - 09.2020
- Handled day-to-day customer contact via phones, faxes, and emails.
- Fostered a positive work environment that encouraged collaboration and teamwork among employees.
- Reduced average handle time by providing ongoing coaching on efficient call handling techniques.
- Served as a liaison between management and staff, effectively communicating updates on company policies and procedures.
- Optimized scheduling processes to ensure adequate staffing levels during peak hours of operation.
- Provided ongoing support to team members through mentoring, coaching, and skill development sessions.
Education
Bachelor of Science - Economics
Islamia University
Bahawalpur, Pakistan 05.2001 -
Skills
Call center experience
Team Management
Complaint Handling
CRM software knowledge
Product Knowledge
Customer Service Management
Excellent Communication
Decision-Making
Self Motivation
Accomplishments
- Supervised team of 13 staff members with continuous high performance for 3 months straight.
- Took SSG new leads training program with high colors.
Languages
English
Advanced (C1)
Spanish
Intermediate (B1)
Arabic
Intermediate (B1)
Urdu
Advanced (C1)
Hindi
Advanced (C1)
Punjabi
Intermediate (B1)
Timeline
Customer Service Representative Team Lead
Support Services Group
07.2023 - 04.2024
Customer Service Representative
Support Services Group
04.2021 - 06.2023
Customer Service Representative Team Lead
Teleperformance Mexico
03.2020 - 09.2020
Bachelor of Science - Economics
Islamia University
05.2001 -