Mudassar Khan

Mudassar Khan Profile Personal details Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth. - Employment - Kolkata - West Bengal Indian linkedin.com/in/mudassarkhan8100 Languages English Bengali Hindi Urdu Skills Calendar Management Client Relationship Customer Support Data Management Data Processing Email Marketing Google Research Inbox Management Microsoft Office Project Management Quality Assurance Travel Planning Virtual Assistant Wishup, Remote Jul 2024 - May 2025 I have worked on internal projects. Handled responsibilities such as calendar management, project management, research work, travel planning, and other administrative tasks. High level of attention to detail, strong organizational skills, and ability to manage multiple priorities effectively. Supported the CEO of a company with a variety of day-to-day tasks. Led end-to-end project management for internal initiatives, including SOP development, workflow optimization, and cross-functional coordination. Managed Airtable projects to streamline data tracking, reporting, and process documentation. Executed client research via the ZoomInfo application for lead generation. Developed Standard Operating Procedures (SOPs) using Notion and Scribe, enhancing team efficiency and scalability. Coordinated with executives to prioritize tasks, align resources, and ensure timely delivery of projects. Conducting online and data research. Writing and drafting professional emails. Managing and organizing the CEO’s inbox. Providing executive administration support. Utilizing MS Office for document preparation and reporting. Verifying, auditing, and approving credit card transactions using Ramp. Set up virtual Zoom meetings, guests, and disseminated agendas. Monitored emails, organized inboxes, and prioritized messages for supervisors. Team Lead - Customer Success Representative Achieve Test Prep, Remote Jun 2022 - May 2024 Audited customer interactions to identify product pain points and drive process improvements. Collaborated with cross-functional teams to resolve service concerns and enhance user experience. Monitored KPIs (Quality, Productivity) and implemented feedback loops to improve customer success workflows. Utilized the STARR coaching model to refine team performance and product adoption metrics. Audit 5 customers per Agent per week and ensure feedback is provided on time. Ensure customer requests initiated by phone, chat, email, and text are responded to within 24 hours. Ensuring all questions on Skype threads are answered. Tools AnyDesk Airtable Asana AI Tools Canva Cision DocuSign Google Workspace LastPass Mailchimp Notion RocketLane Salesforce Scribe Slack Teams Ensuring the team is meeting and exceeding all the required metrics. Assist the customer success representatives in building long-term customer relationships. Attend weekly team meetings and update the team with the changes that happened during the previous week. Attend 2 calibration sessions per week. The Calibration will have all the levels 1, 2, and 3, Director, Managers, Assistance Managers, Supervisors, and Team Leads. During the session provide valuable input after hearing the call or reviewing the Chat by the dedicated advisors/agents. Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives. Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities. Answering incoming calls from customers with questions regarding course registrations, course details, exam concerns, and other academic inquiries. Making outbound calls to customers to handle program educational plans, transcript submissions, orientation completion, program change concerns, etc. Receiving and assisting customers’ complaints and escalating to proper channels as needed. Handling sensitive customer information and updating customer’s accounts. Checking tickets, voicemails, and emails within 24-48 business hours. Providing full assistance to the customers from onboarding with Achieve till the customer completes the course. Managed strategic relationships with key partners, reinforcing collaborative partnerships that drove mutual success for all parties involved. Process Developer Genpact, Kolkata Oct 2015 - Sep 2016 Vimeo Zoom Verifying the details of the customers. Use information systems and prepare reports and statistics for internal use. After verification dispatch the medicine to the right vendor. Deal with queries and complaints. Prioritized secure handling of sensitive customer information within processes, minimizing potential liability issues by proactively managing risk. Developed new processes for increased production capacity and improved product quality. Customer Service Executive HSBC Data Processing India Pvt. Ltd, Kolkata Dec 2006 - Jun 2012 Monitor daily stock movements across multiple companies. Set up dividend events and process dividend flow per statutory guidelines. Handle customer elections for corporate actions and communicate key events via formal correspondence. Send payment confirmations post-event completion and address client queries via phone and email. Maintain and update the customer investment database. Calculate and validate commissions receivable, and disburse fees, credits, and incentives to Financial Advisors. Identify, escalate, and mitigate fraud, errors, or irregular transactions. Ensure adherence to all process-related procedures and compliance policies. Meet defined productivity and accuracy targets. Conduct account reviews and ensure reports comply with company policies. Stay updated on process changes and ensure knowledge is current. Recommend process improvements for greater efficiency and control. Perform accurate data entry and maintain database integrity. Uphold compliance and operational risk controls; report any breaches or losses. Act as deputy for the CS PTP Audit Team during the Assistant Manager’s absence. Implement audit recommendations and address regulatory issues promptly. Handle Customer Care calls and contribute to daily sales targets. Resolve customer queries and complaints professionally. Support team members with process-related guidance and assist new joiners during onboarding. Education Bachelor of Commerce 2003 - 2008 AJC Bose College of Arts, Science & Commerce, Kolkata, Calcutta University, Kolkata ISC, Delhi Board - CISCE Saifee Hall English Public School, Kolkata 2001 - 2003 ICSE, Delhi Board - CISCE Saifee Hall English Public School, Kolkata 1988 - 2001