Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Timeline
CustomerServiceRepresentative

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
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
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
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

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 -

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Muhammad Amir KhanCustomer Service Representative