Shadab Alam
Senior Operations Executive | 5+ Years in Insurance & E-commerce
- Role
- Senior Operations Executive at Concentrix
- Location
- Gurugram, HR, IN
- LinkedIn followers
- 500 followers
About Shadab Alam
What makes a customer remember you? For me, it’s about solving problems with clarity…
Experience
Senior Operations Executive
Oct 2023 — Present · Gurugram, IN
At Concentrix, I support FGH’s portfolio of UK-based retail brands, managing 70–80 customer chat interactions daily while consistently meeting quality and response benchmarks. My role focuses on resolving complex queries via chat and email, ensuring a seamless customer journey across brands like Freemans, Look Again, and Curvissa. I effectively utilize CRM platforms such as Web Admin, Financier, Mainframe, Evri, and NICE to document every customer interaction, improving data accuracy and resolution timelines. Through real-time issue resolution and empathetic communication, I’ve enhanced customer satisfaction and contributed to repeat engagement metrics. My efforts in maintaining high service levels have reinforced brand loyalty in a fast-paced, international BPO environment.
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