Years of professional experience
Heena Mukhtar Shaikh
Client Handling & Relationship Management
Mumbai
Summary
Enthusiastic individual with 5+ years' progressive advancement and experience in Operations including Team Handling, Key Accounts Management, Customer Support and Relationship Management. Exercises strong leadership and team building abilities with an ability to adapt to changing priorities and maintain a positive attitude and strong work ethic. . Attention to detail Communication Multitasking and negotiation Flexible . Presentation Relationship Management Problem Solving Abilities
Overview
6
6
3
3
Languages
Work History
Team Lead - Key Accounts
NoBrokerhood
Mumbai
02.2022 - Current
- Leading client relationships, providing advice on a broad range of financial products and services tailored to the needs of Co-operative Housing Societies.
- Hiring and building a high performing team that could run to the rescue of the clients
- Leading the team dynamics, mentor, coach and motivate Relationship Managers
- Resolving complex issues in a timely and efficient manner
- Managing schedules, on-site visits, timely billing, training requests
- Ensuring that problems are always addressed by the RMs at the correct authorization level
- Helping team to direct different issues to the teams with the right skills for the job
- Understanding, development and delivery of holistic billing solutions to the Societies
- Understanding and developing plans to improve adaption of the company's software amongst the client-base
Sr. Analyst
Shopee Ecommerce
Bangalore
08.2021 - 02.2022
- Create and enforce plans that will help meet the needs of sellers
- Build long-term relationships with clients and customers
- Work quickly to address and resolve customer issues
- Ensuring customers' priorities for new or changed products and services, in alignment with desired business outcomes, are effectively established and articulated
- Identify potential win-win opportunities for the sellers
- Assisting the sellers on their shop registration and set up
- Frequent chats and conversations with the sellers on getting best deals for customers
- Discount negotiation
- Getting seller listings on deals and campaigns
- Assisting sellers with logistics and payment issues.
Team Lead - Key Accounts
Uber India Systems Pvt. Ltd
Mumbai
09.2019 - 08.2021
- Set up individual and team targets
- Create weekly roasters
- Train and develop support skills in team
- Timely allocation of tasks based on priority level and ensure its timely completion
- Ensure an increase in the active vehicle counts in each member in the team thus ensuring an increase in the count on entire platform
- Allocation of new accounts to appropriate Key Account
- Manager (KAM) based on their current portfolios
- Track support requests and ensure timely response and solution by team
- Get in touch with top partners on their performances and quality metrics
- Review and work on team's performance on their individual accounts
- Preparation of various reports including team's performance, metrics and active vehicle counts
- Act as a point of escalation for large fleet partners' queries
- To overlook upon payments issues and other such issues being escalated by team
- Preparation of miscellaneous payment files for partners
- Come up with ways to enhance team's performance in order to meet their targets
- Manage daily and monthly trackers for Team
- Conduct timely meetings with existing partners and take up new acquisitions meetings as well
- Be a SPOC for Key Account Management.
Key Accounts Manager
Uber India Systems Pvt. Ltd
Mumbai
01.2018 - 09.2019
- Manage Top fleet partners having large number of vehicles with
- Uber
- Ensure a continuous increase in the performance of fleet partners by providing them the required support and guidance
- Share their weekly performance reports and have a regular communication with them on how to improve the same
- To know the reason behind low supply by interacting with partners
- On-board new cars
- Help them with documentation process
- Look up to ancillary revenues of fleet partners
- Assistance with Driver sourcing
- Find new fleet partners in order to develop business
- Act as POC for Key Account Management
- Prioritize tasks and ensure completion.
Assistant Manager
Zipgrid
Mumbai
01.2017 - 08.2018
- Maintain Client database
- Ensure sending of bills via emails to clients
- Handle Client queries via calls, emails & WhatsApp
- Resolution to all queries by proper tracking via ticketing system
- Ensure timely acknowledgement and resolution to queries
- Draft communications and send across the same via mails, sms & notices
- Assign tasks amongst team members
- Create new user ids in Zipgrid domain.
Sales Executive
Rajputana Infra
Mumbai
04.2015 - 01.2016
- Create and update Client's group email ids in Zipgrid domain
- Prioritize tasks and ensure completion
- Act as a POC for all support issues
- Make out-bound calls to HNI clients
- Attending in-bound telephonic enquiries
- Attending walk-in clients
- Co-ordinate with Site team to arrange Client's site visit
- Post advertisements on real estate sites like Magic bricks etc
- Handle recruitment and interviews
- Manage Office attendance
- Handle Office administration
- Train team members on new projects and monitoring the same
- Assign daily tasks to team members.
Education
Masters - Commerce
Institute of Distance and Open Learning
Bachelor - Business Management (Marketing
Sanpada College of Commerce & Technology
Higher Secondary Certificate - Commerce
Elphinstone College
Skills
Team Building
Hobbies : Crafts & Decor
I love creating handmade craft gifts and custom decors!
Declaration
I hereby declare that all the information given above is true and correct to the best of my knowledge.
Date :
Place : Mumbai
Heena M. Shaikh
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
It is never too late to be what you might have been.
George Eliot
Timeline
Team Lead - Key Accounts
NoBrokerhood
02.2022 - Current
Sr. Analyst
Shopee Ecommerce
08.2021 - 02.2022
Team Lead - Key Accounts
Uber India Systems Pvt. Ltd
09.2019 - 08.2021
Key Accounts Manager
Uber India Systems Pvt. Ltd
01.2018 - 09.2019
Assistant Manager
Zipgrid
01.2017 - 08.2018
Sales Executive
Rajputana Infra
04.2015 - 01.2016
Masters - Commerce
Institute of Distance and Open Learning
Bachelor - Business Management (Marketing
Sanpada College of Commerce & Technology
Higher Secondary Certificate - Commerce
Elphinstone College
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