Azhar Naik
Universal Customer Service Specialist
Gurugram
Summary
Customer Support Specialist with 5+ years of experience in baking and travel industries. Proven track record in managing high-sensitivity cases while ensuring safety and quality service. Expertise in problem-solving and enhancing customer satisfaction through effective communication. Adaptable to fast-paced environments with a strong commitment to service excellence.
Expert in behavioral signal detection and trauma-informed communication, specializing in rapid identification and resolution of customer issues. Achievements include notable enhancements in customer feedback scores through targeted communication strategies. Skilled in developing client-centered strategies that enhance satisfaction and well-being. Committed to ongoing service quality improvement.
Expert in risk assessment and compliance with safety regulations. Proven experience in managing escalations and resolving incidents, resulting in enhanced safety outcomes. Demonstrated ability to develop and implement strategies that minimize risk and improve compliance. Committed to promoting a culture of safety and accountability within organizations.
Skilled in crafting comprehensive documentation and executing risk-adjusted remediation strategies, consistently achieving first contact resolution rates above 90% while ensuring 100% compliance.
Exhibited outstanding capability to uphold customer satisfaction while surpassing 100% productivity and adhering to strict schedules, enhancing overall operational efficiency.
Overview
8
8
years of professional experience
5
5
Languages
Work History
Universal Banker
Barclays
06.2023 - Current
- Informed customers about diverse banking products and services, enabling empowered financial decision-making aligned with personal goals.
- Facilitated account setup and closure, guided customers through loan application processes, and enrolled clients in new services.
- Addressed complex customer issues efficiently, collaborating with relevant departments for timely resolution of challenges faced during banking transactions.
- Established checking, savings, money market, and certificates of deposit accounts while ordering checks and debit cards, providing online banking details to streamline new transactions.
- Executed wire transfers and account transfers with precision. Processed stop payments efficiently to mitigate risks. Facilitated seamless account transfers, ensuring compliance with regulations.
Resolutions Specialist R2
Airbnb Capability Center
01.2020 - 04.2021
- Managed escalated calls with composure and professionalism, ensuring even highly dissatisfied customers felt acknowledged and supported throughout the process.
- Investigated root causes of recurring issues to establish preventive measures, minimizing future complaints
- Enhanced customer satisfaction by addressing complex issues swiftly and professionally.
- Streamlined escalation process, enabling faster resolution of complex cases.
- Drafted written opinions and decisions regarding cases.
- Analyzed legal documents and contracts to identify potential conflicts and disputes.
Senior Travel Consultant / Team Lead
ALTAHOOR TRAVELS
03.2018 - 07.2019
- Project: Ticketing / Holidays / Hajj and Umrah (inbound sales).
- Facilitated revenue growth by upselling additional services including insurance plans, airport transfers, and excursions during booking process.
- Managed high-profile accounts, ensuring flawless coordination of complex international itineraries for VIP clientele.
- Analyzed client needs and recommended optimal products and services aligning with preferences and budget.
Senior Travel Consultant
CRYSTAL TRAVELS
10.2017 - 03.2018
- Project: Holidays / Hajj and Umrah (inbound sales).
- Elevated client satisfaction through tailored travel recommendations and itinerary design.
- Supervised high-profile accounts, ensuring flawless coordination of complex international itineraries for VIP clientele.
- Implemented targeted marketing campaigns to broaden client base, resulting in Number% growth
Education
B.Tech IT - Information Technology
Chatrapati Shahuji Maharaj University (CSMU)
Kanpur Uttar Pradesh08.2015
Intermediate - Science
St. Josephs’s School
Baramulla, Jammu & Kashmir 10.2010
Skills
Microsoft Office proficiency Effective communication Relationship management
Microsoft Excel, Word, and Outlook Data analysis and reporting Document management Email communication
Team collaboration tools
Proficient in Slack and Zoom
Microsoft Office proficiency
Team collaboration
AI tools and data analysis Problem-solving and critical thinking Collaboration and teamwork
Data evaluation
Customer support escalation
Financial support
customer service experience
Zendesk support
Customer Relationship Management (CRM)
Effective communication
Data analysis
Interests
Enjoy Travelling, Exploring Historic Places and Cultural Diversity, Interacting with people from different cultures and tribes and socializing, Singing, Gathering Knowledge about Advancements in technology and history
Extra Curriculars:
Participated in NGO campaigns and assisted in collecting funds. Worked as an Anchor / host for many indoor / outdoor events, alumni meets, Movie promotions.
Organised Armageddon 7.0 2k13 Cultural Fest. Being Passionate for music gave me a boost to become lead at rhythm and vocals for music bands.
Organized 6 intercollege fashion events. Awarded with Certificates of Appreciation for participating in quiz, debates, and musical events.
Held House captain position in School. Hosted international Conference on Innovation and Advancement in the field of information Tech.
Declaration:
I hereby declare that the information furnished above is true and correct to the best of my knowledge. Looking for professionalism and keen to broaden my knowledge with various horizons. Thanking you in anticipation.
Timeline
Universal Banker
Barclays
06.2023 - Current
Resolutions Specialist R2
Airbnb Capability Center
01.2020 - 04.2021
Senior Travel Consultant / Team Lead
ALTAHOOR TRAVELS
03.2018 - 07.2019
Senior Travel Consultant
CRYSTAL TRAVELS
10.2017 - 03.2018
B.Tech IT - Information Technology
Chatrapati Shahuji Maharaj University (CSMU)
Intermediate - Science
St. Josephs’s School