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Mohammed Ifaz
Customer Success Specialist at Kaleris
- Colombo, Western Province, Sri Lanka
- ifazmohammed007@gmail.com
- +94 77 55 67682
As a CSR, I possess remarkable soft skills and exceptional customer service traits. My ability to empathize and actively listen allows me to understand customer needs and provide personalized solutions. With my deep knowledge of the products or services I support, I offer valuable insights and guidance, consistently exceeding customer expectations.
Experience
Customer Success Speciaist
Assisting organizations with their logistic queries, request and complaints via phone call or email. Since we handle US, Mexico and Canadian clients, being flexible to work at their operational hours. Escalating unresolvable concerns to L3 team and following up until a resolution is provided and be the mediatory between the customer and company.
Customer Service Representative
Effectively handled customer queries, requests and complaints via Chat and Email. Provided resolutions for 80% of customer queries through L1 and escalated the rest to the corresponding queue. Following up on those cases to ensure actions have been taken appropriately. Forwarding insightful suggestions to upper management upon intuition.
Assistance Operation and Marketing Manager
Overseeing every operational aspect of the organization and setting up quarterly + annual goals/targets for the organization's sales team. Working closely with the marketing team to enable them to create sufficient leads and attract the most positive footprint amongst the region. Handle high priority escalations and inquiries personally.
Awards
Bandido of the year
Awarded for being the best customer support agent with the best numbers in all KPI and disciplinary conduct. Also, leading the TEMP team of 14 members during 3 month Yellow Friday sale period.