Salmaan Mollagee

Supported enterprise clients (banks, retailers and MNOs) with operational reporting,
incident management, and service review coordination.
Developed knowledge of payments systems and Value-Added Services (VAS) within
the fintech industry.
Managed client communications and escalations during operational incidents and
service-impacting events.
Collaborated with Engineering, Product Support, Cloud, and Finance teams to resolve
client issues and improve operational delivery.
Assisted with client reporting, transaction analysis, and client account health
monitoring.
Independently led client service review meetings and reporting responsibilities.
Strengthened client relationship management, cross-functional collaboration, and
operational coordination skills within a fast-paced fintech environment.

Client Management
Built and maintained strong client relationships by identifying client needs and
delivering tailored educational support solutions.
Managed the end-to-end tutor matching and coordination process to ensure
alignment between tutors and client requirements.
Monitored tuition performance through lesson summary reviews, quality assurance
checks, and reporting to maintain high service standards.
Handled client queries, resolved complaints, and managed tutor
replacements/dropouts to ensure continuity and client satisfaction.
SalesActivities
Conducted market research and analysed client and sales data to identifytrends,
improve targeting strategies, and support business growth opportunities.
Generated new business leads through canvassing, tailored outreach emails, and
distribution of marketing materials to schools and prospective clients.
Built and maintained stakeholder relationships through strategic follow-ups, virtual
meetings, and client-focused engagement.
Drove business development by securing new assignments with schools and
managing speculative and follow-up enquiries effectively.
Prepared tailored proposals, negotiated service fees, and supported the closing of
client agreements to achieve sales objectives.

Thorough Script Evaluation: Conducted detailed examination ofscripts,
meticulouslyverifying totals and ensuring accuracy in calculation.
Error Rectification: Proficient in identifying errors and inconsistencies, promptly
rectifying discrepancies to maintain data integrity and uphold
examination standards.
Quality Control: Implemented stringent quality control measures, guaranteeing
error-free data-capture and reliable academic assessment scoring.
Collaborative Problem-Solving: Collaborated effectivelywith fellow team
members and educators, addressing concerns and resolving discrepancies to
ensure precise and reliable marking outcomes

Expert in Professional Customer Service: Demonstrated ability
to deliver timely, accurate, and highly professional customer
service support.
Effective Interdepartmental Communication: Skilled at liaising
between internal departments to efficiently resolve customer
queries and ensure smooth communication channels.
Inbound and Outbound Call Management: Proficient in
handling both inbound and outbound calls, prioritizing tasks
effectively to optimize customer interactions.
Root Cause Analysis: Adept at assessing service failures to
pinpoint root causes, enabling data-driven decision-making and
implementing appropriate corrective actions.
Ticketing System Proficiency: Highly trained in using advanced
ticketing systems such as Zendesk to log, track, and resolve
customer queries efficiently.

Precise Data Management: Expert in capturing and managing assessment
scores with meticulous
attention to detail, ensuring data accuracy and reliability.
QualityAssurance: Implemented rigorous quality
checks to validate data accuracy, ensuring error-free records and reliable reporting.
Database Proficiency: Skilled in utilizing Microsoft Access for efficient da
storage,
organization, and
retrieval, enabling streamlined reporting and analysis

Candidate Information Dissemination: Provided candidates with
comprehensive insights into new brands and products, enhancing their
understanding ofthe market landscape.
Feedback Facilitation: Cultivated a culture offeedback among candidates,
enabling data-driven decision-making and continuous improvement of
products and services.