Kahkashan Abdul Rasheed
Navi Mumbai
Summary
Professional client service specialist with strong expertise in delivering high-quality client support. Demonstrates exceptional teamwork and adaptability, ensuring seamless collaboration and consistent achievement of goals. Skilled in managing client relationships, resolving issues efficiently, and maintaining high standards of service. Known for reliability, flexibility with changing needs, and results-driven approach.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Sr Client Service Associate
IDFC First Bank
08.2023 - 06.2024
- Managed Level 3 escalations for the Credit Card department, ensuring timely and compliant resolution of complex customer issues.
- Handled RBI escalations, maintaining strict adherence to regulatory guidelines and internal policies Resolved social media escalations received via multiple platforms with a focus on brand reputation and customer satisfaction.
- Communicated with customers through calls and emails to provide clear explanations and effective resolutions.
- Investigated high-risk and sensitive cases, coordinating with internal teams to deliver accurate outcomes.
- Prepared detailed case analysis and escalation reports for senior management review.
- Ensured end-to-end ownership of escalated cases until closure within defined TATs.
- Trained and mentored new joiners, improving team efficiency and escalation handling quality.
- Supported process improvements by identifying recurring issues and recommending corrective actions
- Provided expert guidance on financial products, enhancing client understanding and satisfaction.
- Managed client onboarding processes, ensuring seamless integration into banking systems.
Client Service Associate
Magic Bus India Foundation
11.2022 - 06.2023
- Retain and increase the ECS donations from existing Donors.
- Attain to the customer complains and seek the solution in the defined TAT.
- Handling the donor escalation to management and providing immediate redressal.
- Cater to the user maintenance requirements by the customer.
- Acting on frauds seeking donation by impersonating as representative of MagicBus Foundation reported by the donors.
- Collaborating with the event organisers and influencers to create awareness of organisations goals.
- Engaging in cross departmental trainings and collaboration to aid donors requests effectively.
Business Development Intern
Nxtwave Disruptive Technologies
07.2022 - 11.2022
- Ensured end-to-end ownership of escalated cases until closure within defined TATs Trained and mentored new joiners, improving team efficiency and escalation handling quality Supported process improvements by identifying recurring issues and recommending corrective actions
Client Service Executive
Noble Enterprise
04.2020 - 02.2021
- Perform production implementations and solve production issues by working with development teams.
- Establish and maintain a positive and professional relationship with clients. Assist in setting & managing client expectations for completion of work.
- Volunteers willingly to assist others, or assist as requested, based upon workload.
- Support all marketing and business development activities and assist in the development of investment plans and written proposals for prospects and clients Makes recommendations for changes to procedures, and performs varied work, requiring some originality or ingenuity Perform daily processing functions to support established workflows within service level agreements
- Worked effectively in fast-paced environments.
Education
HSC -
ATT High School
MalegaonHSC - undefined
ATT High School
MalegaonMBA - undefined
MIT School Of Business Education
Pune09.2022
B.Com - undefined
Pune University
Pune03.2020
CPT - undefined
ICAI
12.2017
Skills
- Team leadership qualities
- Effective problem solving
- Time management mastery
- Conflict resolution
- Excel
- CRM software experience
Certification
Advanced Integrated course on Information Technology (ICAI)
Advanced Management and Communication Skill (ICAI)
LANGUAGE
English
Urdu
Hindi
HOBBY
English, Urdu, Hindi
COURSES
- Advanced Integrated Course In Information Technology , ICAI
- Advanced Communication And Management Skill, ICAI
Timeline
Sr Client Service Associate
IDFC First Bank
08.2023 - 06.2024
Client Service Associate
Magic Bus India Foundation
11.2022 - 06.2023
Business Development Intern
Nxtwave Disruptive Technologies
07.2022 - 11.2022
Client Service Executive
Noble Enterprise
04.2020 - 02.2021
HSC - undefined
ATT High School
MBA - undefined
MIT School Of Business Education
B.Com - undefined
Pune University
CPT - undefined
ICAI
HSC -
ATT High School