Aziz Khan

Aziz Pathan Udaipur, Rajasthan, India-linkedin.com/in/aziz-pathan- Summary 17 years of experience in Customer Support and inbound as well as upselling, CRM (Salesforce, Zuora, DocuSign, Jira), Microsoft Office (Excel, Word, and PowerPoint), Data Mining, and Statistical Analysis Experience Project Leader Arcgate Apr 2015 - Present (8 years 5 months) * Managing a team of 30 Teammates for a Market Intelligence Data and Research client from the US * Managing a team of 10 teammates for a bev-tech client from the Bay Area for the back-end content and data moderation. * Have developed a team of 100 Teammates for the same bev-tech client in 2016 (till 2018) to assist them with content moderation and a major data restructure as per the client's requirement and via identifying scopes, schedules as well as execution of the client's ideas which helped them to get the two rounds of funding from two major Industry Giants. * Developed and led a team of up to 80 agents (Team size varied from time to time) for the Bay Area SaaS Startup connecting the clients and their brands to the field agents from 2012 till 2020. * Found out the scope to increase the production by Root Cause Analysis which also resulted in decreased AHT of the field agents and ETA for the end clients. * Developed and led calling teams for 30 clients for various market research and customer service projects. Assistant Team Lead Arcgate Apr 2012 - Mar 2015 (3 years) * Assisted the Project leaders by coordinating with the team ranging from 30 to 50 (for the different projects), including 1 SME, 3 Quality Analysts, and 26 agents to achieve the team and individual targets. * Played the imperative role of a POC for the clients and a co-active team player to accomplish the day-today tasks by comprehending the client's instructions and delivering the same to fellow team members. * Developed and led a team of 16 agents for the 3 calling projects for the market research for the Retail, Hotel, and Real Estate industries. Aziz Pathan - page 1 Quality Assurance Specialist Arcgate Apr 2011 - Mar 2012 (1 year) * Responsible for the quality assurance of 15 teammates * Mentored them by giving them feedback about their performance in the areas of improvisation. * Praised by the client for being efficient twice in one year as the goal-driven methodology led to a 30% increase in Accuracy and reduced the ETA by 15 % Quality Assurance Arcgate May 2010 - Mar 2011 (11 months) * Mentored a team of 4 Tele-callers for a biotech client from Boston MA for customer outreach. * Used to call up the Existing consumers and the leads to check if they required the custom biotech products for the research. * Aided assistance in Customer outreach campaigns resulting in a 30% increment in sales. Soft Skills Trainer Avalon Aviation Academy Mar 2009 - Apr 2010 (1 year 2 months) Soft Skills Development of Aviation Trainees Senior Research Analyst Arcgate Jan 2008 - Feb 2009 (1 year 2 months) Customer Service Specialist Astra Global Feb 2006 - Nov 2007 (1 year 10 months) Third-Party Collections (US & UK) Customer Service Representative Convergys Apr 2005 - Feb 2006 (11 months) Inbound Up-selling and Quality Assurance for US & UK clients. Customer Service Representative C-Cubed Solutions May 2004 - Jan 2005 (9 months) Aziz Pathan - page 3 Education • General Nursing and Midwifery Karnataka Nursing Council (5/2002 – 4/2005) ❖ https://youtu.be/4l36HmlPrUU ❖ https://youtu.be/eVC9LsUCCXM Skills Customer Service Customer Relationship Management (CRM) Statistical Data Analysis Data Mining People Development People Management Outsourcing Business Process Outsourcing (BPO) Microsoft Office Salesforce.com Administration Aziz Pathan - page 4