ZEBA UNAIS ANSARI
Bandra West
Summary
Results-driven Customer Service & Operations Leader with over 10 years of experience in aviation, logistics, transportation, banking, and insurance. Expertise in operations management, key account handling, escalation resolution, and quality assurance. Committed to enhancing customer retention, operational efficiency, and team performance.
Overview
19
19
years of professional experience
Work History
Customer Service Manager
Delipack Express Pvt. Ltd.
Mumbai
2024.07 - Current
- Leading end-to-end customer service operations across PAN India for logistics and express distribution.
- Managed key client accounts to achieve high customer satisfaction and retention rates.
- Led, mentored, and trained customer service teams to consistently meet and exceed performance targets.
- Overseeing escalation management, ensuring timely resolution within defined SLAs.
- Drove process improvements that enhanced operational efficiency and elevated service quality.
- Monitoring KPIs, MIS reports, and performance metrics for continuous improvement.
- Coordinating with operations, sales, and warehouse teams for smooth shipment flow and delivery performance.
- Handling claims management, billing coordination, and service audits.
- Supporting business growth through client engagement and service enhancement strategies.
Assistant Manager - Customer Service
Sovika Aviation
2013.01 - 2019.12
- Led PAN India customer service operations and managed station-level representatives nationwide.
- Executed service enhancement and business development strategies to improve customer satisfaction.
- Oversaw end-to-end shipment tracking from pickup to final delivery, ensuring timely updates for customers.
- Coordinated nationwide escalations, achieving compliance with service level agreements.
- Conducted claim audits and approved rate audits for billing cycles.
Team Leader / Customer Relationship Manager
Delex Cargo India Pvt. Ltd.
2009.12 - 2013.01
- Managed PAN India customer portfolio and ensured SLA compliance.
- Resolved escalation calls while implementing Customer Complaint Resolution Procedure to enhance customer satisfaction.
- Oversaw management of key pharmaceutical and corporate accounts, ensuring alignment with client needs.
- Led a corporate team of 12 members with regional coordinators across India.
- Performed monthly service analysis and conducted performance reviews to identify areas for improvement.
Quality Analyst
Sitel India Pvt. Ltd.
2008.06 - 2009.12
- Managed quality operations for a team of 25 associates.
- Conducted call audits and feedback sessions to enhance performance monitoring.
- Prepared daily MIS reports and conducted call calibrations to ensure alignment with quality standards.
- Delivered soft skills and process training to improve team communication and effectiveness.
Customer Support Executive → Quality Analyst
Kankei Relationship Marketing Pvt. Ltd.
2006.10 - 2008.06
- Maintained SLA targets and delivered high levels of customer satisfaction.
- Managed inbound and outbound customer service interactions while facilitating insurance sales.
- Earned promotion within six months due to outstanding performance and contributions.
Education
Bachelor of Arts - Physiology
Bundelkhand University
Kanpur, IN-UP2012-06
Associate of Arts -
M.V.L.U
Mumbai2005-06
High School Diploma -
Divine Child High School
Mumbai2003-06
Skills
- Customer Relationship Management
- Complaint resolution
- Crisis management
- Key Account Management
- SLA & Performance Management
- Customer Feedback Analysis
- Process Optimization
- Business analysis
- Quality assurance
- Team leadership
- MS Office (Word, Excel, PowerPoint), Windows OS, Internet Applications
Accomplishments
- Awarded Best Supportive Employee - Delex Cargo (12/01/10).
- Promoted to Customer Relationship Manager.
- Promoted as Soft Skills Trainer - Sitel (07/01/09).
- Won Best QAP Star - Sitel (02/01/09).
Personal Information
- Date of Birth: 05/17/89
- Nationality: Indian
- Marital Status: Married
Timeline
Customer Service Manager
Delipack Express Pvt. Ltd.
2024.07 - Current
Assistant Manager - Customer Service
Sovika Aviation
2013.01 - 2019.12
Team Leader / Customer Relationship Manager
Delex Cargo India Pvt. Ltd.
2009.12 - 2013.01
Quality Analyst
Sitel India Pvt. Ltd.
2008.06 - 2009.12
Customer Support Executive → Quality Analyst
Kankei Relationship Marketing Pvt. Ltd.
2006.10 - 2008.06
Bachelor of Arts - Physiology
Bundelkhand University
Associate of Arts -
M.V.L.U
High School Diploma -
Divine Child High School