Mohammad Anas

About Mohammad Anas

With a diverse background in operations, customer relationship, and quality analysis, I bring a unique blend of skills and experiences that enable me to thrive in dynamic and challenging environments. My career journey has been shaped by a commitment to excellence, a passion for customer satisfaction, and a drive to continually improve processes and outcomes-Extensive experience in backend operations and customer support services.Proficient in Google Sheets, MS Office & Several AI tools such as (Gamma.app, archive.ph, sci-hub.se, any summary.app and so on.Proven track record in delivering exceptional service and achieving customer acquisition goals.My Approach: My approach to customer relationship management is centered around empathy, active listening, and a commitment to continuous improvement. I believe that every interaction with a customer is an opportunity to build trust and create a positive experience. By understanding their needs and concerns, I strive to provide solutions that not only meet but exceed their expectations.Future Aspirations: As I look to the future, I am excited about the possibilities of leveraging my skills and experience to drive customer success in new and innovative ways. I am particularly interested in exploring opportunities in technology-driven customer relationship management, where I can utilize data and analytics to gain deeper insights into customer behavior and deliver personalized experiences.Personal Philosophy: I am a firm believer in the power of relationships and the impact they can have on both personal and professional success. My philosophy is to always put the customer first, listen actively, and respond with empathy and understanding. By doing so, I aim to build lasting relationships that contribute to the success and growth of both the customer and the organization.I am passionate about leveraging my skills and experiences to drive success in my current and future roles. My ability to adapt, learn, and innovate has been instrumental in my career growth, and I am excited about the opportunities that lie ahead.

Experience

1. Customer Experience Team Lead

   Patch Up Shark Tank Brand

   Apr 2025 — Present · Gurugram, IN

   Supervised and supported the customer experience team in delivering exceptional service across live chat, email, and WhatsApp, ensuring timely and effective resolution of customer queries and order-related concerns.Oversaw and ensured accurate updates on shipment tracking and order details, maintaining a seamless post-purchase experience through our website and support channels.Collaborated cross-functionally with the marketing team to align on campaigns and ensure a consistent and customer-first experience across touchpoints.Led the team in handling returns, exchanges, and complex order issues, ensuring high standards of professionalism, empathy, and operational efficiency.Implemented a proactive strategy to connect with 10–15 customers daily who abandoned their checkout, guiding them toward successful order completion and improving conversion rates.Actively monitored and analyzed high RTO (Return to Origin) cases, initiating customer outreach to reduce failed deliveries and improve fulfillment success.Continuously worked on process improvements and team performance metrics to enhance customer satisfaction and optimize the overall experience journey.Identified opportunities for upselling and reselling by understanding customer preferences and purchase history, effectively recommending suitable products to enhance order value and drive repeat business.

Education

• School of Management – UAi

  Master of Business Administration - MBA, Business, Management, Marketing, and Related Support Services

  2018 — 2019