Huma Shaikh
Customer Service Representative
Mumbra
Summary
Knowledgeable customer service management professional successful at improving team productivity, reducing escalated calls and increasing customer satisfaction scores.
Overview
6
6
years of professional experience
2
2
Certifications
Work History
Customer Service Representative
Vested Finance INC
10.2023 - Current
- Handled complex customer inquiries and complaints via email, calls, and meetings
- Built strong relationships with clients, ensuring high satisfaction and retention
- Resolved customer issues promptly, collaborating with internal teams as needed
- Maintained accurate customer records and data
- Led new client onboarding, including training and support
- Worked with teams to address client queries and grow business
- Educated customers on products and best practices
- Gathered feedback to improve products-and processes
- Developed customer success strategies, driving loyalty and growth
- Mentored junior team members and contributed to customer-centric policies
Customer service Deputy Manager
HDFC ERGO GENERAL INSURANCE
11.2021 - 09.2023
- Handling daily insurance related queries from client Via Calls & Emails
- Supported with internal and external co-ordination for ongoing claims until claim is processed
- Support during routine endorsements
- Handled escalations of HNI customers
- Managed that all the Service requests are closed within the TAT
- Engaged with customers to better understand needs and deliver excellent service experience
- Achieved service time and quality targets
- Trained new hires on, product/process knowledge and overcoming objections
- Mentored junior team members on methods to provide outstanding service to customers
- Call auditing as per quality parameters while mentoring OJT batches
- Making RCA on negative NPS
Telesales Executive
HEXAWARE BPS
08.2018 - 03.2021
- Closed large sales in line with company targets
- Attended meetings with managers to obtain knowledge on products to sell and promotions to push
- Achieved highest sales and incentives in the Insurance month (January, February, March)
- Was promoted as Subject matter expert, Handled OJT Batches
Education
Bachelor of Commerce - undefined
Gr Patil College of Arts Commerce and Science
Mumbai, MaharashtraHigher Secondary School - undefined
Mumbai University
Mumbai, MaharashtraSecondary School - undefined
Mumbai University
Mumbai, MaharashtraSkills
Decision-Making Capabilities
Operations Management
Customer Rapport
Staff Training and Development
Certification
Insurance Regulatory Development Authority of India (IRDAI), 70%
Personal Information
- Date of Birth: 04/26/97
- Gender: Female
- Nationality: Indian
- Marital Status: Single
Timeline
Customer Service Representative
Vested Finance INC
10.2023 - Current
Customer service Deputy Manager
HDFC ERGO GENERAL INSURANCE
11.2021 - 09.2023
Telesales Executive
HEXAWARE BPS
08.2018 - 03.2021
Bachelor of Commerce - undefined
Gr Patil College of Arts Commerce and Science
Higher Secondary School - undefined
Mumbai University
Secondary School - undefined
Mumbai University