Summary
Overview
Work History
Education
Skills
Certification
Achievements
Intership
Hobbies
Languages
Timeline
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Mansha Shaik

Mansha Shaik

Hyderabad

Summary

Dedicated and proactive professional with a passion for enhancing customer experiences. I possess the ability to adapt swiftly to changing environments, ensuring seamless service even in the most challenging situations. My commitment to excellence drives me to continually pursue growth and improvement in all areas of my work.

Overview

1
1
year of professional experience
1
1
Certification

Work History

Process Associate

Genpact
Hyderabad
11.2023 - Current

Handled inbound and outbound calls daily, assisting customers with inquiries, troubleshooting issues, and providing relevant solutions.

Achieved customer satisfaction by resolving customer issues promptly and professionally.

Assisted in upselling products/services during calls, contributing to an increase in sales for the department.

Utilized Avaya software to update customer details, track interaction history, and ensure data accuracy.

Worked collaboratively with team members and service-level agreements. Maintained comprehensive knowledge of products, services, and company policies to effectively answer customer queries.

Trained and mentored new hires, providing support to improve their customer-handling skills. Ensured compliance with company guidelines and protocols during each interaction.

As a non-voice process associate. In my role at Bluetick, I was responsible for managing live tickets. I was assigned to monitor and process tickets from 11 different queues, and take action based on the severity and violation of policies outlined for each queue.

Education

BCA,LLb -

Acharya Nagarjuna University
Ongole
03-2022

Skills

  • Problem-solving and troubleshooting abilities
  • Ability to work under pressure, and meet targets
  • Ability to work under pressure, and meet targets
  • Time management and multitasking
  • Adaptability and active listening
  • Avaya software

Certification

  • Certification Of RNR in Bluetick
  • Certification in International Seminar
  • Awarded by National Service Authority

Achievements

  • Maintained accurate records of customer interactions and transactions, ensuring compliance with company policies and procedures
  • Demonstrated exceptional problem-solving skills by resolving 90% of customer issues on the first call during my tenure
  • Recognized for outstanding performance in providing support and assistance, leading to a significant increase in customer loyalty and repeat business
  • Achieved a remarkable reduction in customer wait times by streamlining communication processes, and implementing efficient call routing strategies
  • Achieved recognition as Employee of the Month for consistently exceeding performance targets
  • Successfully met and exceeded daily call-handling targets, contributing to the overall productivity of the team
  • Analyzed customer feedback to identify trends and recommend process improvements, resulting in increased operational effectiveness.

Intership

Junior Lawyer (10 months)

District Court, Ongole

In the role of drafting and assisting with client queries

Hobbies

  • Gardening
  • Photography

Languages

  • English
  • Hindi
  • Telugu

Timeline

Process Associate

Genpact
11.2023 - Current

BCA,LLb -

Acharya Nagarjuna University

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Mansha Shaik