Mohammad Gulrez Bari

Rich Experience In Various Aspects Of Services & Operations In The Telecom And Credit Card Industry
Delhi, Delhi, India
Back Office Operations, Team Management, MIS
About
• Rich experience in various aspects of Services & Operations in the Telecom and Credit Card Industry
• A team player with excellent communication, analytical and leadership skills. Ability to work under pressure and meet deadlines
Talents
Work Experience
Senior Executive- Customer Service (SME)
GE Capital
Full Time Jul-2017 To present 7 years 9 months
Responsibilities
  • • Resolve EWS cases with closing the loop with the customer and satisfaction checks within 3 days. • Escalations on high aging cases • Avoidable escalation analysis • Handling escalation calls • Repeat /escalation analysis (RCA’s) and Eliminating repeated errors made by agent on Escalations and EWS cases by working closely with Quality and training team. Reports to be published • Feedback to Call center agents on all escalations & misses. • Accurate and complete updating of MIS-Daily reporting of errors and targets, Weekly analysis on types of errors. • Raising red flags for high aging cases and Highlight intra and inter dept errors • Identify problem areas and suggest improvements • Identifying process gaps.
Executive - Customer Service
GE Capital
Full Time May-2015 To Jun-2017 2 years 1 month
Responsibilities
  • • Online chat with customers to address queries and complaints • Driving resolution at a differential turnaround time • Pro-active and rigorous follow-up with departments for effective issue resolution • Identify ways of improving current processes to enhance customer experience • Improvising on chat response quality at regular intervals • Customer Feedback to be shared inter-departmentally for process improvements and reported to business • Timely reporting of daily / monthly metrics to stakeholders
Senior Executive International Operations
Matrix Cellular International Services. Pvt. Ltd.
Full Time Dec-2011 To May-2012 5 months
Responsibilities
  • • Handling Pan India distribution of SIMs, Data cards, Mobiles
    • Provisioning the Bill plan & VAS on the active sim.
    • Generate daily summary reports of Inventory- Pan India level
    • Reconcile inventory on regular basis.
    • Liaison & correspondence with branches, distributors etc.
Achievements
  • Good performer
Senior Executive Vodafone Operations
Matrix Cellular Services. Pvt. Ltd.
Full Time Jan-2005 To Nov-2011 6 years 10 months
Responsibilities
  • • Managed a team of 10 Executives.
    • Handling all Activation, Validation and Provisioning.
    • Trained the new employees about Documentation and Vodafone Software Applications.
    • Authentication of CAF (Customer Agreement Forms) with supportive documents as per TRAI guidelines.
    • Coordinating with Verification & Validation Departments.
    • Activation of New Postpaid –Vodafone mobile connections in EPOS.
    • Activation of all types of VAS & Enterprise Solutions (Blackberry, I phone, I pad.)
    • Updating VAS (Activation/Deactivation) of our existing customers.
    • Processing Bill Plan change requests in CRM.
    • Maintain a live Database of Customers in MIS.
    • Generate summary reports of Sales/VAS.
    • Handling Billing Process twice a month.(1st/14th)
    • Bill disputes resolution to maximize customer satisfaction.
    • Liaison & Correspondence with Vodafone, Customer care & Credit Control, Corporate departments.

Achievements
  • Good performer
Education
Master of Business Administration, Marketing
Aligarh Muslim UniversityAligarh Muslim University
1999-2001 Score62%
Ist Division
Bachelor of Arts, Geography
Aligarh Muslim UniversityAligarh Muslim University
1995-1998 Score65%
Ist Division
Extra-Curricular Interests

  • Reading

Profile Snapshot
Mohammad is based out of Delhi & has studied Marketing, MBA-Master of Business Administration from Year 1999-2001 in AMU-Aligarh Muslim University, Aligarh Muslim University.
Mohammad Gulrez Bari is Skilled in Back Office Operations, Team Management, MIS and other talents.