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Mohammed Farhan Shaikh, Customer Service & Team Leader

Mohammed Farhan Shaikh

Customer Service & Team Leader·Tech Mahindra

Kuwait

Diploma, Aviation And hospitality

Work experience

Total years of experience: 5 years, 0 months

Customer Service & Team Leader

February 2023 - October 2025

Tech Mahindra

Mumbai, India Hybrid

February 2023 - October 2025

Supervise & support customer service representative during
daily operations.
Handle escalated cases or chats to ensure timely resolution.
Monitor chats and cases resolved quality to maintain the service
standards.
Give one on one quality feedback to each team member
monthly bases on the performance.
Track team performance against KPIs (AHT, productive hours &
Average chats or case resolved).
Prepare weekly and monthly reports for the management and
share the same with the team.

Company industry:
IT Services
Job role:
Customer Service and Call Center

Senior Customer Service Associate

October 2019 - December 2020

First Source LTD

Mumbai, India Hybrid

October 2019 - December 2020

Assisting the customers in troubleshooting their issue related to
the Services.
Implementing preventive controls like spend limits, multi factor
authentication on the account.
Arrange technician as per customer requirement.
Ensure data safety and security of the customer.
• Assisting customers with their billing.
• Make sales to the new customers and upselling to the Existing
customers.

Company industry:
Call Centers & Customer Care Outsourcing
Job role:
Customer Service and Call Center

Passenger Service Executive

October 2018 - September 2019

BWFS

Mumbai, India

October 2018 - September 2019

Worked as PSE for different international airlines like Air
Canada, KLM & Air France.
Check-in passengers for their respective journeys.
Assist with immigration and custom clearance.
Handle high class diplomat passengers for boarding flights.
Handle boarding of the flight.

Company industry:
Airlines
Job role:
Customer Service and Call Center

Education

Frankfinn Institute

January 2018

January 2018

Diploma, Aviation And hospitality

India

GPA (rating): Very good

GPA (rating): Very good

Completed aviation diploma and and got selected in the very first round of the inhouse interview as a PSE.

University of Mumbai

January 2016

January 2016

Bachelor's degree, Accounting And Audit

India

Skills

Communications
Expert
Communications
Expert
Punctuality
Expert
Punctuality
Expert
Teamwork
Expert
Teamwork
Expert
Time Management
Expert
Time Management
Expert
Accounts
Expert
Accounts
Expert
Microsoft Excel
Intermediate
Microsoft Excel
Intermediate
Customer Service
Expert
Customer Service
Expert
Sales
Expert
Sales
Expert
Punctual
Expert
Punctual
Expert
Management
Expert
Management
Expert
Team leader
Intermediate
Team leader
Intermediate
Microsoft Office
Intermediate
Microsoft Office
Intermediate
Managing team
Intermediate
Managing team
Intermediate
Multitasking
Intermediate
Multitasking
Intermediate
Customer Care
Expert
Customer Care
Expert
Accuracy
Expert
Accuracy
Expert
Team work
Expert
Team work
Expert

Languages

English
Expert
Hindi
Native Speaker
Marathi
Beginner

Hobbies

  • Soccer and sports
    Represented school in district level soccer tournaments for 3 years.