Mohd Danish

I am currently working as a Team Leader in an international process, managing a team of 20–24 agents across multiple channels including voice, email, social media, and collections. My role involves ensuring high-quality customer experience, meeting KPIs, and driving team performance through continuous monitoring, coaching, and process improvements. I started my professional journey in October 2022 as a Customer Service Representative, where I handled inbound and outbound calls, email support, and back-office operations. During this time, I developed strong communication skills, problem-solving abilities, and a deep understanding of customer handling. In April 2023, I was promoted to Process Trainer, where I successfully trained multiple batches with high certification and throughput rates. I was responsible for creating and upgrading training materials, designing process maps, and introducing innovative learning methods such as a quiz-based knowledge system that simulated real customer interactions. In April 2024, I transitioned into Operations as a Team Leader. In this role, I manage daily operations, monitor team performance, conduct audits, and ensure adherence to quality standards. I have also developed an audit automation tool that evaluates calls and generates performance reports, improving efficiency and accuracy in quality checks. Additionally, I have hands-on experience with various platforms and tools including Shopify, Amazon Seller Central, Walmart Marketplace, ManyChat, and Trustpilot. I have worked on order management, customer engagement, issue resolution, and online reputation management. I am skilled in team management, process optimization, training and development, and cross-functional coordination. I am now looking for opportunities where I can leverage my experience to contribute to organizational growth while continuing to enhance my skills in operations and technology.