Heena Shaikh
Process Trainer
Mumbai
Summary
Reliable employee seeking Trainer's position. Offering excellent communication and good judgment. Experienced Certified Process Trainer with over 1+ years of experience in customer service industry. Excellent reputation for resolving problems and improving customer satisfaction. Enthusiastic trainer eager to contribute to team success through hard work, attention to detail and excellent organizational skills. Clear understanding of training mechanism. Motivated to learn, grow and excel in the industry. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Hardworking and passionate job seeker with strong organizational skills eager to secure trainer position. Ready to help team achieve company goals.
Overview
11
11
years of professional experience
1
1
year of post-secondary education
Work History
Process Trainer (Netflix)
Sutherland Global Services
Kalyan
09.2021 - Current
- Provided subject matter expertise on all company offerings.
- Delivered robust training courses via classroom and e-learning programs.
- Developed new and improved training programs to fit underserved areas.
- Created unique materials to support training programs.
- Identified workers with specific skill sets to recommend for promotions or raises, increasing internal hiring for Trainer & VTF positions.
- Led New hire batches and mentored new personnel hired to fulfill various roles.
- Analyzed data to identify opportunities for improvement.
- Ran various initiatives like refreshers, interventions, audits & dip checks for a regular governance & continuous performance improvement plans.
- Have been a part of various training activities like projects, nesting support & certification events.
- Create & Publish client as well as internal stakeholder reports.
- Maintain overall performance and schedule utilization trackers.
VTF & UMP (Update Management) (Norton Lifelock)
Sutherland Global Services
Kalyan
03.2021 - 09.2021
- Onboarded new temps by entering employee information into systems.
- Carried out day-to-day duties accurately and efficiently.
- Increased customer satisfaction by resolving issues.
- Handled escalations coming from CRS1s to the clients , ensuring to close the cases/queries at the earliest.
- Worked within applicable standards, policies and regulatory guidelines to promote safe working environment.
- Devoted special emphasis to punctuality and worked to maintain outstanding attendance record.
- Collaborated with team members to achieve target results.
- Developed and implemented performance improvement strategies and plans to promote continuous improvement.
- Supported the training team by managing smaller New hire teams to carry out the background activities smoothly.
- Maintaining escalated cases reports, getting a closer and getting back to the customer to communicate the same.
- Improved operations through consistent hard work and dedication.
Senior Customer Service Representative
Sutherland Global Services
Kalyan
11.2019 - 02.2021
- Collaborated with team members to achieve target results.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Informed customers of product, price and policy changes to educate on issues and resolve concerns.
- Reduced average call time with optimal call control and proper use of internal knowledge bases.
- Leveraged consistent, successful strategies to meet and exceed performance goals.
- Engaged clients in person and over phone to answer questions and address complaints.
- Boosted team spirit and performance by communicating clear service expectations and quality goals to each team member.
- Responded to customer calls and emails to answer questions about products and services.
- Researched and rapidly resolved client conflicts to maintain key accounts.
- Followed up with customers regularly via phone and email to resolving their technical issues.
- Devoted special emphasis to punctuality and worked to maintain outstanding attendance record.
- Watched flagged customer accounts to monitor ongoing issues and deploy newfound solutions for outstanding concerns.
- Greeted customers and listened closely to problems described to determine solutions.
- Escalated issues to proper supervisors when standard processes were not effective.
- Developed dynamic ownership skills by resolving challenging situations and asking in-depth questions of customers.
Senior Customer Service Representative
Teleperformance
Thane
01.2018 - 10.2019
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Informed customers of product, price and policy changes to educate on issues and resolve concerns.
- Reduced average call time with optimal call control and proper use of internal knowledge bases.
- Engaged clients in person and over phone to answer questions and address complaints.
- Responded to customer calls and emails to answer questions about products and services.
- Researched and rapidly resolved client conflicts to maintain key accounts.
- Resolved concerns with products or services to help with retention.
- Participated in team-building activities to enhance working relationships.
- Worked with customers to understand needs and provide excellent service.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Proved successful working within tight deadlines and fast-paced atmosphere.
Recruiter Assistant
P-Calyxsis Technology Solutions Pvt LTD
Pune
01.2016 - 08.2016
- Worked with recruiting teams and human resources representatives to accomplish hiring objectives.
- Spearheaded operations of business development executives charged with all aspects of recruitment functions.
- Prepared variety of different written communications, reports and documents.
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
- Learned new skills and applied to daily tasks to improve efficiency and productivity.
- Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting.
- Proved successful working within tight deadlines and fast-paced atmosphere.
- Conducted research, gathered information from multiple sources and presented results.
- Worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.
Senior Customer Service Representative
P-Calyxsis Technology Solutions Pvt Ltd
Pune
01.2015 - 12.2016
- Collaborated with team members to achieve target results.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Informed customers of product, price and policy changes to educate on issues and resolve concerns.
- Reduced average call time with optimal call control and proper use of internal knowledge bases.
- Leveraged consistent, successful strategies to meet and exceed performance goals.
- Engaged clients in person and over phone to answer questions and address complaints.
- Boosted team spirit and performance by communicating clear service expectations and quality goals to each team member.
- Responded to customer calls and emails to answer questions about products and services.
- Researched and rapidly resolved client conflicts to maintain key accounts.
- Followed up with customers regularly via phone and email to resolving their technical issues.
- Devoted special emphasis to punctuality and worked to maintain outstanding attendance record.
- Watched flagged customer accounts to monitor ongoing issues and deploy newfound solutions for outstanding concerns.
- Greeted customers and listened closely to problems described to determine solutions.
- Escalated issues to proper supervisors when standard processes were not effective.
- Developed dynamic ownership skills by resolving challenging situations and asking in-depth questions of customers.
Customer Service Representative
Care Universal Pvt Ltd
Pune
03.2014 - 12.2015
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
- Answered product and service questions, suggesting other offerings to attract potential customers.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Updated account information to maintain customer records.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Sought ways to improve processes and services provided.
- Responded to customer requests for products, services and company information.
- Met customer call guidelines for service levels, handle time and productivity.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Communicated professionally with colleagues, freelancers and clients.
- Reached out to customers after completed sales to suggest additional service or product purchases.
- Cross-trained and backed up other customer service managers.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Customer Service Representative
IT Cube Solutions Pvt Ltd
Pune
05.2011 - 11.2013
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
- Answered product and service questions, suggesting other offerings to attract potential customers.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Recorded account information to open new customer accounts.
- Processed customer adjustments to maintain financial accounts.
- Updated account information to maintain customer records.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Recommended products to customers, thoroughly explaining details.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Responded to customer requests for products, services and company information.
- Maintained up-to-date knowledge of product and service changes.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Communicated professionally with colleagues, freelancers and clients.
- Implemented and developed customer service training processes.
- Delivered prompt service to prioritize customer needs.
- Reached out to customers after completed sales to suggest additional service or product purchases.
- Responded proactively and positively to rapid change.
- Liaised with sales, marketing and management teams to develop solutions and accomplish shared objectives.
Education
Bachelor of Arts - General Studies
Pune University
Pune, India 06.2007 - 05.2008
Skills
Recruitment lifecycle process
Rise 360 certified
Have excelled the skill of making creative rise 360 modules based on different topics related to process.
Timeline
Process Trainer (Netflix)
Sutherland Global Services
09.2021 - Current
VTF & UMP (Update Management) (Norton Lifelock)
Sutherland Global Services
03.2021 - 09.2021
Senior Customer Service Representative
Sutherland Global Services
11.2019 - 02.2021
Senior Customer Service Representative
Teleperformance
01.2018 - 10.2019
Recruiter Assistant
P-Calyxsis Technology Solutions Pvt LTD
01.2016 - 08.2016
Senior Customer Service Representative
P-Calyxsis Technology Solutions Pvt Ltd
01.2015 - 12.2016
Customer Service Representative
Care Universal Pvt Ltd
03.2014 - 12.2015
Customer Service Representative
IT Cube Solutions Pvt Ltd
05.2011 - 11.2013
Bachelor of Arts - General Studies
Pune University
06.2007 - 05.2008
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