Mohsin Aziz
Richmond,TX
Summary
Customer service professional with proven ability to handle inquiries, resolve issues, and ensure positive client experiences. Skilled in communication, problem-solving, and adaptability. Strong team collaborator focused on achieving targets and maintaining high standards. Reliable and flexible, ready to meet changing needs and deliver results.
Overview
13
13
years of professional experience
Work History
Senior Benefits Coordinator
Fidelity National Information Services
Houston, TX
11.2024 - 03.2026
- Managed 401k accounts portfolios up to $5Million.
- Achieved improved response consistency and productivity through effective leadership of customer service representatives.
- Enhanced service level targets and ensured policy compliance by monitoring daily operations.
- Restored account accuracy and customer satisfaction by resolving complex issues.
- Elevated service standards by evaluating call quality and delivering targeted feedback.
- Contributed actionable insights to performance appraisals, resulting in clear development goals.
- Improved case handling and retention rates by coaching and mentoring junior team members.
- Reduced queue times and backlog by efficiently managing inbound calls during peak periods.
- Accelerated time to competency for new representatives by setting up required software and systems.
- Improved first-contact resolution and reduced handling time through recommended process improvements.
- Ensured consistent service delivery by coordinating with clients, vendors, and internal teams.
- Increased team knowledge and performance through designed and delivered training sessions.
- Maintained operational continuity by serving as supervisor backup. Supported team goals and workflow by performing additional duties as assigned.
Finance Coordinator
Vroom
Houston, TX
06.2021 - 04.2024
- Achieved high customer satisfaction by proactively addressing complaints, building trust, and resolving issues swiftly.
- Led the assignment of more than 100 cases for new agents, enhancing team capabilities and providing critical support for complex cases.
- Delivered resolution for over 50 cases weekly via Salesforce, reflecting a strong commitment to superior customer service.
- Optimized case management through Salesforce, collaborating with finance, logistics, and other departments to resolve customer issues promptly and efficiently.
- Facilitated the development of new agents by mentoring them in case assignments while efficiently managing escalated customer concerns.
- Strengthened customer relationships through effective problem-solving, consistently turning challenging situations into opportunities for brand loyalty.
Retention Analyst
AT&T
Houston, TX
12.2018 - 06.2021
- Oversaw account management, resolving issues, boosting client retention rates. Make recommendations according to customers’ needs on features, accessories, upgrades and rate plans.
- Taking approximately 40-50 escalations cases on a daily basis from existing consumers who have questions or concerns about billing, products, programming or upgrades.
- Taking in-bound calls from customers who have technical questions or concerns. Assist customers with placing orders for phone upgrades, new lines of service, and accessories.
- Communicate and implement service orders both by phone and email requests. Processed high volume of transactions efficiently, consistently exceeding sales targets and receiving top performance recognition.
- Create solutions for billing, payments, service, and repair issues, which resulted in extremely satisfied customers and improved efficiency of company and customer operations.
- Worked on the sales floor as a Service Leader to assist representatives with order writing, and acted as a supervisor if a customer wanted to speak to someone.
- Resolved complex customer issues, leading to a 90% retention rate and recognized for exceptional service and loyalty-building.
Lead Consultant
FedEx Office
Houston, TX
12.2012 - 06.2018
- Processed financial paperwork and reconciled daily sales to ensure accurate records and timely bank deposits.
- Delivered consultative customer service to identify client needs and recommend solutions that improved satisfaction.
- Trained new staff on production and courier procedures to ensure consistent service quality and compliance.
- Oversaw daily center operations to maintain workflow efficiency and adherence to service standards.
- Provided shift leadership to coordinate team tasks and ensure performance objectives were met.
- Led a district initiative to reduce shipping errors, producing measurable improvements in order accuracy and customer experience.
- Maintained monthly, quarterly, and annual sales targets to support store revenue goals and performance tracking.
- Managed filing, assisted with financial planning, and maintained inventory and supplies to support operations.
- Upsold paper options and impulse products to increase average transaction value and support revenue growth.
- Resolved escalated customer issues and coached coworkers to improve service outcomes and complaint resolution.
- Configured complex orders and multitasked during production to ensure quality control and on-time delivery.
- Coordinated communication between production and retail teams to prevent delays and reduce fulfillment errors.
- Acted as liaison between staff and corporate to ensure clear information flow and policy adherence.
- Managed a large production queue and prioritized tasks to meet delivery timelines and commitments.
- Controlled production flow to complete orders accurately and on schedule while minimizing rework.
- Supported the Store Manager in identifying commercial opportunities that expanded business and improved sales performance.
Education
Bachelor of Business Administration - Business Analytics
East Texas A&M University
Commerce, TX06-2020
Skills
- Relationship building
AWARDS
Winner of Summit Award | AT&T | Mar 2020, Surpassed performance metrics in sales and service, ranking in top 1% of AT&T nationwide.
Timeline
Senior Benefits Coordinator
Fidelity National Information Services
11.2024 - 03.2026
Finance Coordinator
Vroom
06.2021 - 04.2024
Retention Analyst
AT&T
12.2018 - 06.2021
Lead Consultant
FedEx Office
12.2012 - 06.2018
Bachelor of Business Administration - Business Analytics
East Texas A&M University