Mohammed Abrar
About Candidate
Hope this message finds you well. I am writing to express my interest in potential leadership roles within your organization, specifically in Customer Experience and Operations Management. With extensive experience leading teams, optimizing processes, and driving customer-centric strategies, I am eager to contribute to a company committed to excellence in both operations and customer engagement.
I have successfully led initiatives to streamline processes, improve customer satisfaction, and manage complex escalations. My background in customer experience management, coupled with my strong operational acumen, positions me to help organizations enhance their service offerings and operational efficiency.
I would love the opportunity to discuss how my skills and experiences align with the needs of your organization. Please let me know if there are any suitable openings for a Manager or Senior Manager in these areas. I am excited about the possibility of contributing to your team and would welcome the chance to discuss further.
Thank you for considering my application. I look forward to hearing from you.
Location
Education
Work & Experience
Competent professional with over 13 years of experience in operations management, process optimization, and customer experience, driving significant organizational success in the EdTech sector.  As General Manager for Customer Experience and Operations at BYJU’S, spearheaded initiatives that substantially enhanced service delivery and operational efficiency across multiple platforms, while effectively managing and mentoring a team of 400+ Associates.  Proven track record in process automation, project management, and customer journey mapping, with a deep understanding of operational dynamics and customer- centric strategies.  Magnificently managed the entire North India K12 and Middle East, US, Canada, and Mexico post-sales services for 3+ lakhs accounts, leading to a 65% increase in adoption and engagement of the app and a 26% increase in renewals.  Supervised and optimized back-end operations to ensure timely and accurate processing of customer refunds, reducing processing time by 25% and enhancing customer satisfaction.  Orchestrated team efforts to elevate the NPS rating to 6.2 in 2019, driving exceptional customer satisfaction and loyalty enhancements.  Successfully increased customer engagement and retention by 65% through strategic outreach initiatives and process improvements, driving higher app adoption rates.  Leveraged expertise in Lean and Kaizen methodologies to streamline operations, resulting in a 5% reduction in operational costs and enhanced workflow efficiency.  Designed and executed SOPs that considerably improved service level agreements (SLAs) to 92%, leading to a marked increase in customer satisfaction and operational effectiveness
