Summary
Overview
Work History
Education
Skills
Certification
Project Portfolio
Timeline
Generic

Firoz Shaikh

Mumbai

Summary

Customer service professional with 5 years of experience supporting global clients like Barclays, Three UK, and Verizon via voice, chat, and email. Certified ScrumMaster® (CSM) and Google Project Management graduate, currently pursuing the CAPM® certification. Trained in Agile practices, stakeholder communication, and project coordination. Familiar with tools like Jira and Asana through coursework. Seeking entry-level roles in IT project management to apply a client-focused and process-driven approach.

Overview

5
5
years of professional experience
1
1
Certification

Work History

Sr. Customer Service Associate

Accenture
Mumbai
03.2022 - 06.2024
  • Supported Verizon customers via chat and email, resolving technical and billing queries.
  • Ensured timely issue resolution while meeting SLA targets.
  • Strengthened communication, coordination, and prioritization skills.

Sr. Customer Service Representative

Tech Mahindra
Mumbai
04.2021 - 03.2022
  • Handled inbound calls for Three UK, assisting with billing and service issues.
  • Maintained high customer satisfaction and performance scores.

Customer Service Executive

Teleperformance
Mumbai
10.2019 - 03.2021
  • Provided phone support for Barclays UK credit card customers.
  • Resolved account and transaction queries while ensuring data security.

Education

Bachelor of Science - Information Technology

Bunt Sangha's SM Shetty College of Science
Mumbai
04-2019

Skills

  • Customer support via calls, chats, and emails
  • Strong communication & stakeholder handling
  • Multitasking & task prioritization under pressure
  • Project planning & coordination (Google PM Certificate)
  • Agile & Scrum practices (Certified ScrumMaster®)
  • Familiar with Jira and Asana
  • Problem-solving & process improvement mindset

Certification

  • CAPM® - Certified Associate in Project Management (PMI) – 2025
  • Certified ScrumMaster® (Scrum Alliance), 2025
  • Google Project Management Certificate (Coursera), 2025

Project Portfolio

  • Sauce and Spoon

https://drive.google.com/drive/u/1/folders/1qcj4se0jNUw0oMwtj3kyM2y_oZYQ1MOo

Timeline

Sr. Customer Service Associate

Accenture
03.2022 - 06.2024

Sr. Customer Service Representative

Tech Mahindra
04.2021 - 03.2022

Customer Service Executive

Teleperformance
10.2019 - 03.2021

Bachelor of Science - Information Technology

Bunt Sangha's SM Shetty College of Science

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Firoz Shaikh