ZainUl Abideen

Mobile: +91 9845136556

Email: zabideen28@gmail.com
Address: #209, 6th cross, Opp Ameen masjid, Ramatent Road,
Venkateshpuram, KG Halli, Bangalore-560045.
CAREER OBJECTIVE

A challenging position to explore and enhance my potential abilities and Making an effective use
of my skills in order to contribute significantly in the success of the organization and get the
best out of myself, both as an executive and as an individual.

Summary:
• 7.6 year’s experience in Customer experience as Sales, Support,Content writer,
Operation, and as a Team Lead.
• KPI's like CSAT, AHT, and other metric's helped in gauging performance and
identifying areas for enhancement.
• Technology Integration, Embracing new technologies was pivotal. Integrating CRM
systems, chatbots, Jira, Freshdesk and other tools streamlined operations and improved
response times, leading to better customer interactions
• 1 Year 1 month as Team leader at Analytical Stats, helped me growing into a
leadership role involved not just personal growth but also nurturing team members,
Mentoring and coaching became essential for fostering a customer-centric culture.
• Overall, the journey was marked by continual learning, adaptability, technological
advancements, and a strong focus on improving the customer experience while
nurturing a cohesive and efficient operational environment.

Basic knowledge:

• MS Office – Word, Excel, Power Point.

Career Experience:
 Worked at Celeritas Marketing as Telesales :
( 03rd April 2016 - 19th May 2017 ) 1 Year & 2 Month's

Responsibilities:
• Segmentation and Targeting: Identify and segment the leads based on their interests,
inquiries, or preferences. Categorize them according to their level of interest,
demographics, or specific health care.
• Once we addressed their concerns and presented a compelling solution, confidently
ask for their commitment.
• Guide them through the next steps, whether it's scheduling an appointment, signing up
for a service, or making a purchase

Worked at Food Panda (OLA) as Content Associate :

( 1st July 2017 – 15th Feb 2018 ) 8 Months

Responsibilities:

• Preparation of excel files of all the restaurant's into the app of Foodpanda

• Brand Consistency and Compliance: Ensuring that all content adheres to brand
guidelines, tone, and messaging to maintain brand consistency and integrity.

• Content Creation: Developing engaging and informative content for Food Panda,
which could include website content, blog posts, promotional materials, social media
content, or newsletters

• Copywriting and Editing: Writing and editing compelling copy for various
platforms to attract customers, promote offers, and communicate the brand's message
effectively.
• Target oriented, completed and earned many months of incentives and voucher.

Worked at Analytical Stats As Team Lead :

( 19th Feb 2018 – 2nd Mar 2019 ) 1 Year & 1 month.

Responsibilities:

• I was assigned as a Team Lead for US Insurance Company where my responsibitlity

was as below :-
 • Team Management, Foster a positive work environment that encourages growth
and development.

• Provide mentorship, coaching, and support to team members. Identify and address
skill gaps through training or resource, providing guidance, support, and mentorship.

• Ensuring the team is aligned with the company's goals and objectives

• Effective Communication: Facilitate open and transparent communication within

the team. Ensure that information flows freely, and everyone is aware of their roles,
responsibilities, and expectations.

• Appreciation from management for achiving our target multiple times as a team.

Worked at Quikr India Pvt Ltd As Key Account Manager ( Sales & Operation ) :
( 30th May 2019 – 15th November 2020 ) 1 Year & 6 month's.

Responsibilities:

• I was assigned as a senior executive cum key account manager for PUNE and
Lucknow.

• Building and nurturing relationships with key clients, understanding their needs,
and serving as the primary point of contact for addressing their inquiries, concerns, and
requirements.

• Sales Strategy & Developing, implementing sales strategies to meet revenue

targets, Collaborating with the sales team to identify opportunities, negotiate contracts,
and close deals with key clients

• Market and Competitor Analysis: Monitoring industry trends, competitor activities,

and market dynamics to identify opportunities for business growth and stay ahead of the
competition.

Worked at Novopay Solutions Pvt Ltd as Customer experience cum

Senior executive ( Retention & Operation ) :
( 19th Dec 2020 – 19th Dec 2023 ) 3 Year's.

Responsibilities:

• Inbound Operations Management Handling and overseeing inbound operations,

which likely involved managing incoming queries, requests, or issues from Retailers
 • Ticketing (Freshdesk), Utilizing ticketing systems like Freshdesk to streamline
issue tracking, resolution, and customer support processes. This would involve ensuring
tickets are efficiently managed and resolved within stipulated time frames

• Retention Strategies, Implementing strategies aimed at retaining customers and

reducing churn rates. This might involve analyzing customer feedback, identifying reasons
for attrition, and devising retention plans to improve customer loyalty.

• Training New Joiners, Playing a role in onboarding and training new team
members, providing comprehensive training on operational processes, customer service
techniques, and tools used within the organization.

• Cross-Team Collaboration, Collaborating with different teams or departments to

ensure a cohesive approach to customer service and operations. This might include
working closely with sales, marketing, or product teams to align strategies.

Achievements:

• Awarded as “Top Performer” Multiple times for excelling in metrics.

• Appreciation from Management for good quality work.
• Appreciation from Management – to trained new joiners on process.
• Appreciation from Management and Clients on Quality Leads.
• Achieved monthly and quarterly target's.

Education Qualification:

• SSLC from Karnataka board.

• Pre University College From CEBA Karnataka board

• BCOM ( Discontinued )

Personal Information:

Father’s Name : Mohammed Aleemulla

Mother Name : Halima Sadia
Date of Birth : 26th July 1998
Sex : Male
Languages : English, Hindi, Urdu and Kannada
Nationality : Indian
Marital Status : Married
Declaration:

I hereby declare that all the above-mentioned statements are true to my belief and knowledge

ZainUl Abideen