Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Timeline
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SHAZIYA KHANUM

Assistant Manager - Customer Support
Bengaluru

Summary

Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.

Overview

4
4
years of professional experience
3
3
years of post-secondary education
8
8
Certifications

Work History

Assistant Manager - Customer Support

WIBMO
Bangalore
12.2019 - 9 2023
  • Works with Management on the Coaching, Training and Development of Agents.
  • Responsible for Reviewing/Monitoring system documentation for adherence to department procedures and policies.
  • Responsible for all tutor and customer payment end to end.
  • Worked for HDFC bank Payzapp Application.
  • Handled Inbound, Outbound and Emails.
  • Resolved problems, improved operations and provided exceptional service.
  • Worked for Escalation Desk.
  • Worked with Cashback team.
  • Applications worked with JIRA, CRM,PG, Ameyo
  • Handled 120 calls per day to address customer inquiries and concerns
  • Used critical thinking to break down problems, evaluate solutions and make decisions
  • Learned new skills and applied to daily tasks to improve efficiency and productivity
  • Collaborated with team members to achieve target results
  • Carried out day-to-day duties accurately and efficiently
  • Developed team communications and information for meetings
  • Maintained energy and enthusiasm in fast-paced environment
  • Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork
  • Offered friendly and efficient service to customers, handled challenging situations with ease
  • Maintained excellent attendance record, consistently arriving to work on time.

Customer Sales Representative

Finwizz Financial Services
Bengaluru
04.2018 - 11.2019
  • Banks worked with ICICI home loans and Capital first for personnel Loans.
  • Assisted call-in customers with questions and orders
  • Cold Callings to collect documents of customers to proceed with loan procedure.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction
  • Updating details using CRM
  • Educated customers on promotional options, sales policies and methods for obtaining desired results from company offerings
  • Resolved concerns with products or services to help with retention and drive sales
  • Contacted potential customers to capitalize on sales opportunities
  • Maintained customer accounts and relationships
  • Consulted with businesses to supply accurate product and service information
  • Maintained accurate and current customer account data with manual forms processing and digital information updates.

Academic Counselor

Rolling Stones Advisory Services
Bengaluru
09.2017 - 03.2018
  • The universities worked with MS Ramaiah University, PES, Acharya Business School and BAMS.
  • Liaison between students and University with regard to University policies and procedures
  • Identified potential barriers within student academic process and initiated steps resulting in resolution
  • Effectively communicated, motivated, and inspired students through critical thinking, creativity, and problem solving
  • Advised students and staff on new policies within Academic Counseling department
  • Maintained student lead base of 250-300 students
  • Completed daily educational tasks associated with these students
  • Helped students overcome challenges within their degree program to stay on track to graduation
  • Collaborated with other departments in reaching their goals through student interaction
  • Assisted with training newly assigned Academic Counselors with departmental goals

Customer Support Representative

BPO
Bengaluru
08.2015 - 08.2017
  • Worked with Inurture Education to counsel the students about course.
  • Handled Rajasthan universities ( Poornima University and Sir Padampath Singhania University)
  • Supported customer questions and issues by gathering data, analyzing needs, evaluating possible resolutions and implementing best solutions
  • Contributed ideas and practical solutions to support process improvement efforts
  • Increased sales by educating prospects on benefits of products and services in comparison to competitors
  • Participated in ongoing training to learn new products and enhance skills to optimize customer support delivery
  • Success teams are focused on helping customers achieve greater value and are genuinely seeking to improve their business
  • Generate more downstream impacts such as bigger returns on investment, more reselling, better retention, and higher order values
  • Customer success teams should target their efforts on account level, taking almost account-based marketing approach to customer success.

Education

BBA - Financial Accounting

MLA Academy of Higher Learning
Bengaluru
06.2012 -

Skills

Team Management

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Certification

PCI Simplified

Accomplishments

  • 29th November 2021 SPOT AWARD
  • Letter of Recognition for Successfully activating dormant Customers

Timeline

Assistant Manager - Customer Support

WIBMO
12.2019 - 9 2023

Customer Sales Representative

Finwizz Financial Services
04.2018 - 11.2019

Academic Counselor

Rolling Stones Advisory Services
09.2017 - 03.2018

Customer Support Representative

BPO
08.2015 - 08.2017

BBA - Financial Accounting

MLA Academy of Higher Learning
06.2012 -

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SHAZIYA KHANUMAssistant Manager - Customer Support