Jaffar Khan Email & Phone Number

Hyderabad, In

Teaneck, New Jersey, Us

Teaneck, New Jersey, Us

Working as a Google Partner and managing vendor operations and customer experience in Google Cloud/Workspace with 400+ FTs scattered across several geolocations.Offering vendors with assistance and experience to enable them optimize their firm performance in terms of operations, profitability, management, and strategy.Supporting Google's daily operations and giving guidance to vendor site leadsAccountable for identifying opportunities for improvement and providing insights through deep diveConducting business reviews in collaboration with GooglersEstablished organisational Standard Operating Procedures and Workflows, improving staff competency and efficiency and resulting in better case turnaround times.

Hyderabad, Telangana, In

Managed a team of 27 individuals in markets such as the United States, EMEA, APAC and LATAM.Established organizational Standard Operating Procedures and Workflows, increasing employee proficiency, efficiency, and resulting in faster case turnaround timesCreated employee performance metric system resulting in employees to achieve target SLAs for case resolution and promoted a hyper focus on customer centricityEstablished a call and SalesForce case quality program to ensure workflow adherence, proper product knowledge, and increase customer satisfactionTransitioned base lined metrics to set up employee compensation, performance evaluation scorecard and monthly bonus structure driving optimal results from employeesLaunched and scaled successful new customer facing service model performing real time completion of dealer website support requests and resulting in increased customer satisfaction, 50% dealer retention, and 83% of all SalesForce cases completed in 6 hours or lessMaintained a 99%+ quality score, resulting in < 1% defectsImplemented strategic process improvements leading to:Reduced reopened customer support cases for asset creation by 60%Reduced reopened customer support cases for code installation by 26% Reduced offshore vendor team overall reopen rate by 4%Reduced onshore team overall reopen rate by 13%Increased number of customer support cases resolved in 6 hours or less by 71%Increased number of customer support cases resolved same day by 36%Increased number of customer support cases resolved in 1 day or less by 19%

Bengaluru, Karnatka, In

Led a 18 -person Ad Opr Staff supporting websites for digital marketing and PPC campaigns.Coached and mentored associates to execute prolific troubleshooting and provide customer service via multiple channels of communication such as phone, web chat, email, and SalesForce casesMaintained a series of call/case pattern reports to ensure SLA adherence and identify and proactively resolve trends Utilized industry best practices to maximize process improvements and minimize costsPartnered with cross functional teams to implement strategic dealership website solutionsPartnered with Team Manager in reviewing and closing escalated cases Ensured all queued SalesForce cases were acknowledged and resolved within agreed upon SLAUpdated agent Help Center database to provide representatives fast, accurate information to participants

New York, Ny, Us

Perform daily account management and pay per click accounts on Google AdWords for a variety of clients.AdWords certificate (AdWords Fundamentals, Search Advertising, Display Advertising, Mobile Advertising, Video Advertising & Shopping Advertising)Exceeded Service Level Agreement (SLA) metrics such as phone service level, agent productivity, agent email quality and agent phone quality Designed quality assurance methodologies and reporting structure to ensure agent compliance with SOPs Identified, created, and implemented changes to tools, processes, and training to improve technical support, overall customer service experience, and added value to client’s processes

Inbound customer service, Handles customer queries, Complaints, requests and ensures customer retention and satisfaction.Handled call escalations smoothly and provided best possible solutions to the customer. Developed incentive plan to increase sales of products with higher profit marginsDeveloped product sample book to increase sales and revenue

Bachelor Of Science - Bs, Mathematics And Computer Science

Ssc