Firdaus Khan Email and Phone Number

Team Performance Management – Led and supervised a team, ensuring adherence to performance goals and key performance indicators (KPIs) such as productivity, quality, and customer satisfaction.• Coaching & Development – Conducted regular one-on-one sessions with team members, providing feedback and coaching to improve individual performance and professional development.• Shift Management & Scheduling – Managed team rosters, shift schedules, and resource allocation to ensure smooth operations and optimal staffing levels.• Escalation Management – Acted as the point of contact for escalated customer issues, coordinating with clients and internal departments to resolve concerns promptly.• Reporting & Data Analysis – Generated and analyzed team performance reports, identifying trends and providing insights to senior management for process improvements.• Cross-functional Collaboration – Worked closely with quality, training, and operations teams to align on goals and streamline processes.

Quality Monitoring & Auditing – Monitored calls, chats, and emails to evaluate the quality of customer interactions, ensuring compliance with company and client standards.• Performance Feedback – Provided detailed feedback to agents on their performance, focusing on areas such as communication, adherence to scripts, and problem resolution.• Root Cause Analysis – Identified root causes of recurring issues in customer interactions and provided recommendations to improve overall service quality.• Process Optimization – Collaborated with operations and training teams to suggest improvements in processes, reducing error rates and enhancing service delivery.• Quality Reports & Metrics – Prepared detailed quality assurance reports, tracking key metrics such as accuracy, resolution time, and customer satisfaction.• Training & Knowledge Sharing – Assisted in training sessions and shared best practices to improve agent performance and ensure consistent service quality

Project Oversight: Coordinate and manage customer care-related projects, ensuring timely delivery and adherence to client requirements.• Customer Service Management: Oversee the customer care team to ensure quality customer support, issue resolution, and client satisfaction.• Client Communication: Act as the primary liaison between clients and internal teams, ensuring clear communication of expectations and feedback.• Cross-Functional Collaboration: Collaborate with IT, marketing, and product teams to align customer care services with company goals.• Process Improvement: Analyze customer feedback and operational inefficiencies to suggest and implement service improvements.• CRM System Management: Implement, manage, and optimize CRM systems to streamline customer interactions and service tracking.• Customer Support Platforms: Oversee the use and integration of customer support platforms (e.g., Zendesk, Salesforce) to handle inquiries efficiently.• Service Reporting: Generate and analyze reports on customer service metrics (e.g., response times, satisfaction scores) to identify areas of improvement.• Training and Development: Train customer care teams on new tools, technologies, and processes to ensure high-quality service delivery.• Issue Resolution: Lead escalated issue resolution efforts, working with relevant teams to resolve complex customer concerns.• Tool Utilization: Familiar with tools such as Zendesk, Freshdesk, or similar platforms for ticket management and customer service operations.• Excelled in Problem Solving: Spearheaded the resolution of a critical customer issue that involved system downtimes, leading the team to find a timely solution that restored services and prevented client attrition.• Performance Metrics: Track key performance indicators (KPIs) for customer service and use datadriven insights to drive enhancements in customer care

Developed Data-Driven Social Media Strategies – Created and executed content strategies to drive engagement and increase brand visibility across platforms like Facebook, Instagram, and LinkedIn.• Managed Social Media Campaigns – Launched and optimized targeted campaigns using analytics tools to maximize reach and engagement, adjusting strategies based on performance metrics.• Content Scheduling & Automation – Utilized tools such as Hootsuite and Buffer to schedule posts and maintain consistent content flow across platforms.• Client Feedback Integration – Collaborated with clients to gather feedback, providing actionable recommendations to align social media activities with their business goals.• SEO and Keyword Optimization – Ensured that social media content was SEO-optimized, using relevant keywords to improve discoverability and organic traffic.• Trend & Competitor Monitoring – Kept up to date with industry trends, adjusting strategies based on competitor analysis and emerging social media practices.• Social Media Audits – Conducted regular audits of social media accounts to assess performance, identify areas for improvement, and implement new strategies for audience growth.• Ad Campaign Management – Managed paid social media advertising campaigns on Facebook and Instagram, optimizing ad budgets, targeting, and creatives to achieve high conversion rates.• Competitor Benchmarking – Used benchmarking tools to compare social media performance with competitors, identifying gaps and opportunities for improvement.• Audience Segmentation – Analyzed audience demographics and behaviors to create segmented, targeted content for higher relevance and engagement.• Crisis Management – Developed and executed real-time crisis management strategies, ensuring rapid and effective responses to customer concerns or negative feedback on social platforms

Social and Digital Media Marketing