Juned Shekh
Business operation analyst
Amravati
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
8
8
years of professional experience
3
3
years of post-secondary education
9
9
Certifications
5
5
Languages
Work History
Customer Service Representative
InteleAnts
08.2021 - Current
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
UK Life & Pensions claim and mortgage analyst
TATA CONSULTANCY SERVICES
05.2017 - 07.2021
- Review, research and process the particular claim and mortgage loan for an individual as well as firm or industry
- Monitor and manages personal and team performance target, not to miss the service level agreement (SLA)
- Settle the claims on its maturity date/ surrendering as per the procedure, checking list and sanction list
- Proactively makes recommendations on how to enhance customer satisfaction, and improve operational effectiveness and efficiency by providing Ideas
- Supervising Customer Service Operations, achieving quality services and providing First Line
- Maintaining process accuracy and Turn Around Time (TAT) as per the Service Level Agreement (SLA) and ensuring reduction in the number of quality issues
- Proficient in operating systems, office suites, spreadsheets, communication & collaboration tools, accounting software
- Root Cause Analysis in team Errors and Breaches
- Assessing the customer feedback, evaluating areas of improvement & working n critical feedback
- Started carrier in TCS as pilot batch and then promoted as trainer and QA Checker
- I have been selected to visit onshore (United Kingdom, Liverpool & Manchester Location) for bringing a new transition
- I have been in UK for three months, got trained and delivered a new transition smoothly from Onshore to offshore
- Awarded as star performer for 4 times for streamline the process just after training period
- Received TCS Gems Award 'Asset for the Team and Completion of 4 years in TCS
- Organiser of fun activities: Birthday celebration for each associate in the end of month, celebration of quarterly client parties, festivals, sports events and TCS Fire safety champion (Organised fire drills in each quarter)
- MS Office, Google Drive, spreadsheets, E-Mails, Writing, Social Media, Graphical, Basic of Excel, Corel Draw X6, Microsoft Word
Education
Bachelor of Business Administration -
Vidhya Bharti Mahavidhyalaya
Amravati, Maharashtra 04.2014 - 03.2017
Skills
Treating Customer Fairly
Taking Responsibility
Adaptability
Complaint handling
Agile Methodology
Business Analysis
Self Controlling
Creativity
Listening Skills
Certifiable Will Power
MS Office
Google Drive
spreadsheets
E-Mails
Writing
Social Media
Graphical
Basic of Excel
Corel Draw X6
Microsoft Word
Customer service
Product knowledge
Websites
Certification
Certificate in advance Anti Money Laundering, 2021
Personal Information
Date of Birth: 05/05/94
Timeline
Customer Service Representative
InteleAnts
08.2021 - Current
UK Life & Pensions claim and mortgage analyst
TATA CONSULTANCY SERVICES
05.2017 - 07.2021
Bachelor of Business Administration -
Vidhya Bharti Mahavidhyalaya
04.2014 - 03.2017
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