Mohammed Akbar Email & Phone Number

Bengaluru, Ka, In

Bengaluru, Karnataka, India

Roles and Responsibilities• Experience working in a SaaS organization.• Experience working on global projects (Amazon) spanning multiple business segments.• Experience working with cross-functional teams.• Provide application feedback to the Product team to enhance solutions.• Attend Internal Project meetings and provide status on progress.• Work on special projects to increase efficiencies across technical implementations.• Act as a Trusted Advisor for customers and communicate enhancement requests to the product team.• Participate in system training and learn all aspects of system functionality.• Provide customers with follow-up consulting and general assistance in areas of expertise.• Demonstrate strong analytical and technical problem-solving skills.• Deliver assigned tasks/projects and tickets on time and to defined quality standards.• Utilize company solutions, tools, and processes to meet internal and external customer requirements.• Demonstrate product competency, implement best practices, and share knowledge with colleagues and customers.• Collaborate with team members and external stakeholders/partners to ensure work priorities and stakeholder deliverables are met or escalated.• Analyze, research, and resolve complex issues independently and through interaction with clients, colleagues, and other departments.• Demonstrate a working knowledge of company processes.• Mentor junior team members and contribute to maintaining a positive team culture.• Lead requirement gathering and design documentation by conducting workshops with client teams for multiple projects.• Basic programming skills and data analytics (e.g., SQL, Excel, SQL Server Management Studio, Amazon S3, etc.).• General understanding of IT infrastructure concepts (server, storage, virtualization, software applications).• Efficiently work with large data sets, demonstrating the ability to quickly identify and resolve data-related issues.

Bengaluru, Karnataka

1. The primary responsibility is to interact with Groupon.com customers via Chat and Email for (North America, Canada, United Kingdom, Ireland) regions.2. Time Management and Adherence to schedules.2. Ability to work independently while making sound business decisions on case information4. Quick learner with Good interpersonal & communication skills.5. Utilize CRM platforms i.e., Zendesk and Boldchat and Further trained on Zenv2 platform.6. Ability to multitask multiple systems, screens, and tasks during customer contacts.7. Documented, escalated (if needed), resolved and closed tickets in a timely manner.8. Thoroughly and efficiently gathered customer information, access and fulfilled customer needs.9. Maintained a Customer Satisfaction score of 90% and Resolution Rate of 70%.10. Ability to learn and adapt to New Software Technologies.11. High level of Customer Service Orientation—a desire to help or serve others, to identify, meet and exceed the Organization needs and expectations.

Bengaluru, Karnataka

• Excellent Customer Service Skills, including Maintaining focus on the customer issue in a fast-paced environment.• Ability to empathize with and prioritize Customer needs Demonstrates interpersonal skills with a diverse customer base.• Demonstrates conflict resolution, negotiation, and de-Escalation Skills.• Demonstrates ownership to resolve challenging customer issues, Escalating when necessary.• High level of customer service orientation—a desire to help or serve others, to identify, meet and exceed their needs and expectations.• Maintain regular and reliable attendance, including the daily schedule as assigned.

Bachelor Of Business Administration, Marketing. Human Resource, 6.32 Cgpa

Activities and Societies: 1. Professional Development Workshops - Participated in workshops and seminars focused on professional.

Pre University Education, Commerce, 69.00%

Activities and Societies: 1. Volunteer, Community Service Organization: Contributed to local initiatives, fostering a sense of social.