Summary
Overview
Work History
Education
Skills
Timeline
Generic

Zia Zahid

Team Coach
New Delhi,Delhi

Summary

Hardworking Team Coach with exceptional abilities in process improvement, customer service and management. Incredible people skills meet financial objectives. Talented in monitoring day-to-day operations. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Overview

7
7
years of professional experience
1
1
Language

Work History

Escalation Lead

Teleperformance
07.2023 - Current
  • Established strong relationships with key stakeholders, facilitating cooperation in addressing customer concerns swiftly and effectively.
  • Maintained up-to-date knowledge of product and service changes.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Managed high-stress situations calmly and professionally, reassuring customers that their concerns were being addressed promptly and effectively.
  • Handled sensitive customer information with discretion, adhering to strict confidentiality guidelines while resolving disputes or complaints.

Team Coach

FIS Global Business Solution Private
07.2022 - 07.2023
  • Facilitated team building activities and workshops to improve communication, collaboration and productivity.
  • Developed and delivered effective and engaging coaching sessions to improve performance.
  • Facilitated group coaching sessions and provided individual coaching support.
  • Improved team performance by implementing effective coaching strategies and setting clear goals.
  • Utilized positive communication to encourage team and promote integrity and respect.
  • Led team meetings to discuss progress, address concerns, and share best practices for continuous improvement.

Team Member

FIS Global Business Solution Private Limited
07.2018 - 06.2022
  • Increased customer satisfaction with prompt and accurate responses to inquiries, addressing concerns, and resolving issues.
  • Gained recognition for delivering excellent customer service through active listening, empathetic communication, and timely resolution of concerns.
  • Ensured smooth operations during peak periods via effective time management techniques such as delegation and task prioritization.
  • Optimized workflows with proactive problem-solving and process improvements that streamlined day-to-day operations.
  • Enhanced team efficiency by streamlining communication and implementing effective collaboration tools.

Seller Support Associate

Concentrix
04.2017 - 07.2018
  • Boosted sales performance by providing timely and efficient support to the sales team.
  • Streamlined sales processes for increased revenue generation through effective communication and collaboration with cross-functional teams.
  • Coordinated responses and resources to handle special client requests.
  • Learned and frequently used multiple sales systems to investigate, track, and correct customers' issues.
  • Managed customer accounts, responding to inquiries and resolving customer service issues

Education

B.Com - Commerce

Zakir Husain Delhi College
New Delhi
04.2001 -

Skills

  • Conflict Resolution
  • Consultative Sales
  • Complaint Handling
  • Time Management
  • Customer satisfaction measurement
  • Computer Skills
  • Training development aptitude

Timeline

Escalation Lead

Teleperformance
07.2023 - Current

Team Coach

FIS Global Business Solution Private
07.2022 - 07.2023

Team Member

FIS Global Business Solution Private Limited
07.2018 - 06.2022

Seller Support Associate

Concentrix
04.2017 - 07.2018

B.Com - Commerce

Zakir Husain Delhi College
04.2001 -

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Zia ZahidTeam Coach