Summary
Overview
Work History
Education
Skills
Certification
Languages
Work Preferences
Timeline
Generic

Atif Usmani

Mumbai

Summary

Dynamic Inbound Sales & Customer Success Specialist with 3+ years of expertise in chat support, live chat sales, CRM management, and process optimization. Proficient at boosting customer satisfaction by 25%, optimizing workflows, and ensuring SLA compliance. Hands-on experience with leading CRM platforms (Salesforce, Zendesk, HubSpot, Freshdesk, Live Engage), KPI tracking, workflow automation, and AI-driven chatbots. Strong background in escalation management, customer query resolution, and performance metric analysis. Seeking to apply proven customer success and chat support strategies to drive business growth.

Overview

4
4
years of professional experience
1
1
Certification

Work History

Inbound Sales Specialist

Accenture
12.2023 - Current
  • Engaged with 120+ customers daily, ensuring 90%+ first-contact resolution for inquiries
  • Increased customer retention by 25% through personalized support and targeted upselling
  • Delivered comprehensive product and service guidance, leading to a 15% boost in CSAT scores
  • Streamlined workflows and automated key processes, enhancing response efficiency by 35%
  • Ensured 100% SLA adherence, optimizing chat support response times
  • Partnered with cross-functional teams to enhance issue resolution, reducing AHT by 20%
  • Surpassed all performance metrics, including CSAT, FRT, resolution rate, and SLA compliance
  • Utilized CRM software for effective lead management, ensuring timely follow-up with prospective customers.

ML Data Associate (L2)

Amazon
06.2022 - 12.2023
  • Processed 500+ product locations daily, ensuring a 99.5% inventory accuracy rate
  • Strengthened stow quality assurance, enhancing fulfillment efficiency by 22%
  • Consistently met and exceeded operational targets, achieving a 98%+ adherence rate
  • Diagnosed and resolved process failures, contributing to a 20% decrease in operational errors
  • Compiled and analyzed reports to enhance decision-making and streamline operations
  • Improved response times for ad-hoc requests by creating a centralized repository for frequently used queries.

Market Research Analyst

Tenl Technologies
10.2020 - 01.2021
  • Spearheaded 3+ market research projects, identifying key consumer trends
  • Designed and executed 15+ data-driven social media campaigns, increasing engagement by 30%
  • Strengthened email marketing campaigns, improving open and response rates by 12%
  • Conducted competitive analysis to refine pricing strategies and improve market positioning
  • Generated actionable insights on consumer behavior, market trends, and competitive analysis
  • Regularly updated management on project progress using well-structured written reports.

Education

MBA - Marketing

Athena School of Management
Mumbai
05.2022

BCA - Computer Applications

Institute of Business Studies & Research
Mumbai
05.2019

Skills

  • Live Chat Support & Ticket Resolution
  • Omnichannel Support (Chat, Email, Social Media, WhatsApp)
  • CRM Tools (Salesforce, Zendesk, Freshdesk, HubSpot, Zoho CRM, Live Engage)
  • AI Chatbots & Automation (Drift, Google Dialog flow, WhatsApp Business API)
  • Customer Query Resolution & Escalation Handling
  • Service Level Agreement (SLA) Compliance & Optimization
  • Customer Retention & Loyalty Strategies
  • Sales Performance Analysis & KPI Optimization
  • Troubleshooting & Remote Assistance (Any Desk, TeamViewer, Chrome DevTools)
  • Knowledge Base Development & Self-Service Optimization
  • Customer Satisfaction Score (CSAT) Analysis
  • KPI & Performance Metrics Reporting
  • Customer Analytics (Google Analytics, Power BI)
  • Robotic Process Automation (Amazon Robotics)
  • Chatbots Training & Optimization
  • Meeting deadlines
  • Objection handling
  • Typing Speed & Accuracy (50 WPM)
  • Goal oriented

Certification

  • Google Digital Marketing & E-commerce Certificate, 2023
  • HubSpot Inbound Marketing Certification, 2022
  • Coursera Emotional Intelligence, 2021
  • Customer Service Excellence - LinkedIn Learning, 2023

Languages

English
Proficient
C2
Hindi
Proficient
C2

Work Preferences

Open to On-site, remote & hybrid work opportunities.

Timeline

Inbound Sales Specialist

Accenture
12.2023 - Current

ML Data Associate (L2)

Amazon
06.2022 - 12.2023

Market Research Analyst

Tenl Technologies
10.2020 - 01.2021

MBA - Marketing

Athena School of Management

BCA - Computer Applications

Institute of Business Studies & Research

Similar Profiles

CREATE PROFILE
Atif Usmani