Haseena Bano S
Senior Client Care Executive
Bangalore
Summary
To be associated with progressive organization that gives me scope to apply my educational and professional skills and provide me with advancement opportunity and knowledge empowerment. To work in a challenging environment in support and development of analytical skills And to grow in a position.
Overview
8
8
years of professional experience
4
4
Languages
Work History
Technical Support Executive
Firstsource Solutions Ltd
03.2025 - Current
- Provide Tier 1 technical support for Sky TV and broadband customers in the UK via phone, email, and live chat.
- Troubleshoot a wide range of issues, including connectivity, signal problems, equipment setup, and service outages.
- Guide customers through router and modem configurations.
- Handle billing-related technical queries, and coordinate with billing teams when necessary.
- Ensure first-call resolution by diagnosing problems accurately, and offering appropriate solutions.
- Use CRM tools and ticketing systems to log, track, and resolve customer issues.
- Maintain a high level of customer satisfaction, and meet quality, accuracy, and call handling time targets.
- Escalate unresolved issues to Level 2 support or field engineers, as per standard operating procedures.
Senior Client Care Executive
STANDARD CHARTERED GLOBAL BUSINESS SERVICES PRIVATE LIMITED
03.2018 - 09.2023
- Successfully led a customer service team in a fast-paced Fintech Environment, ensuring exceptional service delivery, high customer satisfaction, and resolution of customer inquiries and issues.
- Loan Products: Familiarity with various loan types, such as personal loans, Home loans and mortgages, including understanding of loan terms, interest rates, eligibility criteria, and repayment options.
- Worked as a Retention officer for personal loan, Adept at explaining loan terms and helping clients understand which loan features are best for them.
- Accounts Products: Familiarity with various Account types such as savings account, Business banking account, priority banking accounts
- Client Support : Proven track record of providing exceptional client support in a Fintech environment, including resolving customer inquiries, addressing complaints, and ensuring high customer satisfaction levels.
- Experience working in customer cross selling marketing.
- Responded to over 85-100 customer calls daily and solved 90% of them.
- Implemented sales guidelines and standards across departments. Generated sales ideas.
- Effectively handled and resolved escalated customer issues, ensuring timely resolution and customer satisfaction.
- Able to close sales and provide full customer satisfaction through active listening and solving.
- Strong communication skills ability to proactively seek new customers and conduct sales campaigns through all available channels
Education
Bachelor of Commerce -
GOODWILL CHRISTIAN COLLEGE FOR WOMEN
Bangalore01.2017
2ndPUC - undefined
NISWAN PRE-UNIVERSITY COLLEGE FOR GIRLS
Bangalore01.2014
SSLC - undefined
NAJNUSSAHAR GIRLS HIGH SCHOOL
Bangalore01.2011
Skills
Customer service
Service support
Technical support
Escalation handling
Network troubleshooting
Interests
MUSIC, TRAVELING, READING, ARTS AND CRAFT
Accomplishments
- BUSINESS CHAMP-RETENTION TEAM Bangalore
- Awarded as a Best Performer.
COURSE
- ACCPL TRAINING DIVISION Nov2015
- Courses MS-Office, Internet, Tally and soft skills
DECLARATION
I hearby declare that all the above statement furnished in this application are true and correct to the best of my knowledge and belief. Place : Bangalore Date:................... Haseena Bano s
Timeline
Technical Support Executive
Firstsource Solutions Ltd
03.2025 - Current
Senior Client Care Executive
STANDARD CHARTERED GLOBAL BUSINESS SERVICES PRIVATE LIMITED
03.2018 - 09.2023
2ndPUC - undefined
NISWAN PRE-UNIVERSITY COLLEGE FOR GIRLS
SSLC - undefined
NAJNUSSAHAR GIRLS HIGH SCHOOL
Bachelor of Commerce -
GOODWILL CHRISTIAN COLLEGE FOR WOMEN