Efthekar Shaikh
Malad
Summary
Dynamic Team Leader with over five years at Epicenter Technologies, excelling in social media support and customer query resolution. Proven track record in managing team performance and achieving organizational targets. Adept at escalation coordination and fostering effective communication, driving quality improvement and employee evaluation for enhanced service delivery.
Overview
5
5
years of professional experience
Work History
Team Leader
Epicenter Technologies PVT LTD
02.2020 - Current
- Currently working as a Team Leader at Epicenter Technologies Pvt Ltd for the Upstox process, with over five years of experience in the role
- Began my journey handling the voice process for Upstox for one year, then transitioned to the email and chat process for one and a half years, later was moved to the social media support team, where I handle customer queries and concerns across platforms like Twitter, Instagram, YouTube, Facebook, Reddit, and LinkedIn
- Responsible for ensuring that all customer queries on social platforms are addressed within the stipulated time frame and resolved effectively
- If an issue requires escalation to another department or input from the Product Manager, I coordinate internally to ensure timely resolution before updating the user
- Additionally, I oversee the team's performance, ensuring that organizational and client-set targets are met by each team member
Sales Executive
Prism Point Consultancy
- Started as a Sales executive in a project of Maharashtra Police Co-Operative Housing Federation Ltd
- In the project the role was to handle the customer face to face solving all the queries of the customer and helping them to go through the booking procedure, Loan & possession till one year
- After which got promoted as Bank Coordinator in Prism Point Consultancy (In between DHFL BANK (Loan) & Maharashtra Police Co-Operative Housing Federation Ltd.)
Customer Service Desk
FUTURE GROUP IN EZONE ELECTRONICS
- Worked with FUTURE GROUP IN EZONE ELECTRONICS as a Customer Service Desk for 1 Year
- To handle the query of the customer and solving their problems
- If needed escalate it to the higher authorities of the respected brand and getting the resolution for the respected customer of their products
Customer Care Executive / Team Leader
IGSL
- Worked with IGSL for 9 years for different process Like Vodafone Qatar (Technical), Vodafone India, Dena Bank, Amazon India & OLA
- Started as a Customer Care Executive and was promoted as Team Leader in the same organization with the help of IJP
- Team Leader Profile is to take care of his Team with the Target Set by the Organization & Client which is need to be Achieved by his individual Team Member & ensure the target of himself is been achieved
- Successfully Completed the Training of Lead and been certified to move up the next Designation
Education
B.Com -
Yashwantrao Chavan Maharashtra Open University
MumbaiSkills
- Social media support
- Customer query resolution
- Team performance management
- Escalation coordination
- Process improvement
- Customer relationship management
- Effective communication
- Task delegation
- Problem solving
- Conflict resolution
- People management
- Coaching and mentoring
- Employee evaluation
- Quality improvement
- Goal setting
- Workflow management
- Analytical thinking
- Leadership
References
Can be provided if required.
Disclaimer
I hereby declare that the above-mentioned information is correct up to my knowledge and I bear the responsibility for the correctness of the above-mentioned particulars.
Timeline
Team Leader
Epicenter Technologies PVT LTD
02.2020 - Current
Sales Executive
Prism Point Consultancy
Customer Service Desk
FUTURE GROUP IN EZONE ELECTRONICS
Customer Care Executive / Team Leader
IGSL
B.Com -
Yashwantrao Chavan Maharashtra Open University
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