Aijaz Khan
Melbourne,VIC
Summary
Accomplished SR Customer Service Representative with a proven track record at Black Knight Financial Services, enhancing customer satisfaction through expert complaint resolution and effective escalation management. Skilled in Tools Management and fostering long-term client relationships, demonstrated by superior KPI management and a solutions-oriented approach. Highly proficient Senior Customer Service Representative with demonstrated customer service orientation and interpersonal and communication skills to effectively handle multiple tasks in fast-paced environment. Quality-focused producer consistently meets team and department production targets by delivering strong output to achieve metrics. Mentors new hires and existing staff in call handling best practices to promote accurate and consistent call responses.
Overview
15
15
years of professional experience
1
1
Certification
Work History
SR Customer Service Representative
Black Knight Financial Services
06.2022 - 12.2023
- Established strong rapport with customers, fostering long-term relationships and repeat business.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Demonstrated excellent multitasking abilities by managing multiple concurrent tasks while ensuring timely completion.
- Trained and directed new employees in call script use, conflict resolution, and data entry practices to boost customer satisfaction ratings.
- Utilized CRM tools effectively for efficient tracking and reporting of customer interactions and outcomes.
- Developed solutions-oriented approaches when faced with challenging situations or dissatisfied customers.
- Addressed escalated issues with diplomacy and tact while finding resolutions that satisfied both the client''s concerns and company interests.
- Collaborated with Customer Experience Manager and Analyzed customer data to identify trends and opportunities for improving customer satisfaction levels.
SR Customer Service Representative
Tech Mahindra Ltd.
08.2010 - 05.2022
- Provided backup support during peak periods or staff shortages to ensure seamless service delivery to clients at all times.
- Established strong rapport with customers, fostering long-term relationships and repeat business.
- Engaged clients in person and over phone to answer questions and address complaints.
- Utilized ServiceNow,Service Manager,Power Bi tools effectively for efficient tracking and reporting of customer interactions and outcomes.
- Developed and updated databases to handle customer data.
- Responded proactively and positively to rapid change.
- Collaborated with sales team members to stay current on inventory levels, complete accurate orders, and resolve item issues.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Met customer call guidelines for service levels, handle time and productivity.
- Increased efficiency and team productivity by promoting operational best practices.
- Trained new personnel regarding company operations, policies and services.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
Customer Service Representative
HSBC Ltd
09.2008 - 06.2009
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Updated account information to maintain customer records.
- Answered constant flow of customer calls with minimal wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services, and company information.
Education
Bachelor of Science - Electronics And Communications Engineering
Ghousia College Of Engineering
Bangalore University01.2005
Skills
- Customer Support
- Complaint resolution/Quality Assurance
Payment Processing
- Call Control
- Escalation management
- Call center experience
- Customer Service
- KPI Mangement
- Documentation Review
- Service Recommendations
- De-Escalation Techniques
- Tools Management
Accomplishments
Worked with Multinational Clients
HSBC Ltd
AT&T
Nestle
Ahlstrom
BOA
Broadview FCU
Certification
ITIL V4 Certified
Timeline
SR Customer Service Representative
Black Knight Financial Services
06.2022 - 12.2023
SR Customer Service Representative
Tech Mahindra Ltd.
08.2010 - 05.2022
Customer Service Representative
HSBC Ltd
09.2008 - 06.2009
Bachelor of Science - Electronics And Communications Engineering
Ghousia College Of Engineering
Similar Profiles
Kerry KellyKerry Kelly
Lead IT Project Manager/Certified Scrum Master at Black Knight Financial Services/ICE TechnologyLead IT Project Manager/Certified Scrum Master at Black Knight Financial Services/ICE Technology
ROBERT J. BOSTONROBERT J. BOSTON
Software Test Analyst II at Black Knight Financial ServicesSoftware Test Analyst II at Black Knight Financial Services
Carrie CoonCarrie Coon
Technology Business Consultant III at Black Knight Financial Services / Dark Matter TechTechnology Business Consultant III at Black Knight Financial Services / Dark Matter Tech
Ryan AndrewsRyan Andrews
Regional Sales Executive at Black Knight Financial Services Data & AnalyticsRegional Sales Executive at Black Knight Financial Services Data & Analytics
Heather ArthurHeather Arthur
Food Service Worker at Hungry Jack'sFood Service Worker at Hungry Jack's