Mohammed Sameer Ahmed

• Handled 60+ inbound/outbound customer queries daily via phone, email, and chat, maintaining CSAT scores
above 90%
• Resolved customer issues within defined TAT, achieving First Call Resolution (FCR) rate of 85%+
• Maintained Average Handling Time (AHT) targets while consistently scoring 90%+ on internal QA audits for
call quality and process adherence
• Documented customer interactions accurately in CRM systems, ensuring compliance with company policies.
• Escalated complex cases to relevant departments and coordinated cross-functionally to ensure timely
resolution.
• Trained on and adhered to company SOPs, contributing to zero compliance violations during tenure
• Achieved consistent month-on-month performance ratings meeting or exceeding KPI targets (CSAT, AHT,
FCR, QA)

• Drove in-store sales of consumer electronics and home appliances, consistently achieving monthly sales
targets and revenue goals
• Engaged 50+ walk-in customers daily, understanding requirements and recommending suitable products to
maximize conversion rate
• Built and maintained strong customer relationships, resulting in repeat business and referrals
• Delivered product demonstrations and explained technical specifications, pricing, and EMI options to
customers
• Processed sales transactions, invoices, and after-sales documentation with high accuracy
• Handled customer queries, complaints, and product exchanges, ensuring high customer satisfaction (CSAT)
• Achieved and exceeded individual and team sales targets through upselling and cross-selling techniques
• Prepared daily/weekly sales reports and shared performance updates with store management