Mohammed Irfan

Providing the resolution to the partners of organization and resolving critical cases of Altercation, Substance abuse, Accidents with in time limits. Implemented the work culture actives on work station resulted in decrease in volumes and achievable goals. Top performer for the Customer Satisfaction in First Quarter 2019.

Provided outstanding customer service by showing empathy and working quickly to solve customer problems, leading to a 96.33% customer satisfaction score. Stood out in the top 15% of the performers in the site in Feb-2017, March-2017 and July-2017. Providing floor assistance to the team as an SME (Subject Matter Expert) and managing associates in the absence of Team Managers. Monitoring SLs (Service Levels) in the absence of managers and to ensure we meet SLs by driving productivity.

Responsible to attend customer concerns through mail and to provide the resolution on top priority. Responsible to provide FCR (First Contact Resolution) to the customer for their issues. In case the issue is not resolved in first contact, responsible to follow up with the issue and update customers about the actions being taken on his issues. Responsible to escalate the issues to senior management based on the criticality and sensitivity of the query.Ensure Customers are satisfied with the resolution provided.