Moosa Sayed
Sr Customer Service Associate- Voice @TP
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WORK HISTORY
Sr Customer Service Associate- Voice @TP
Mumbai, IN
Independently resolve complex escalations, including disputes, fraud investigations, and sensitive customer cases, escalating only when required.• Handle 100–150 high-value calls daily across US, Canadian, and Australian clients, maintaining an average AHT of 2–3 minutes.• Maintain CSAT > 93.8% and achieve QA scores up to 100%, consistently recognized as Top Performer.• Enforce risk and compliance procedures, including card blocking, ownership verification, and adherence to Zero Tolerance Policy.• Provide SME support and mentorship, assisting new joiners and peers with complex cases, processes, and system navigation.• Communicate proactively with clients via calls and emails, ensuring timely follow-ups and resolution of issues.• Collaborate with cross-functional teams to streamline processes and enhance operational efficiency.
EDUCATION
University of Mumbai
Bachelor of Commerce - BCom, Accounting and Finance
ABOUT MOOSA SAYED
Results-driven professional with expertise in Customer Service, Inside Sales, Talent Acquisition, and HR Operations, managing clients and teams across the U.S, Canada, and Australia.As a Senior Customer Service Associate at Teleperformance, I specialize in escalation management, fraud prevention, risk compliance, and high-value client support, consistently achieving CSAT >93% and QA scores up to 100%.Previously, I excelled in Inside Sales, generating qualified leads, exceeding sales targets (250–280/month), and mentoring peers on CRM operations and sales strategies. I also led full-cycle recruitment at Temerity Careers, mentoring a team of 6–8 recruiters, achieving 95%+ hiring targets, and optimizing workflows for BPO, Banking, and Sales roles.Core Skills: Customer Success | Escalation Management | Lead Generation | Pre-Sales | Team Mentorship | Talent Acquisition | Recruitment Operations | CRM Management | Compliance | Global Client Engagement.I am seeking opportunities in Customer Success, Talent Acquisition, HR, or International Sales, where I can drive measurable results, operational efficiency, and team performance.
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