Hi, I’m
MEHARAN SHAIKH
Assistant Manager - Customer Experience
Bengaluru
Summary
Result-driven professional with 5+ years of customer experience. Enthusiastic management professional with demonstrated success supervising staff and building teams. Proven history of achieving business goals by monitoring employee performance and coaching staff on effective support methods. Skilled in solving complicated issues and making proactive operational changes. I like to solve problems. Throughout my career, I have been driven by my intellectual curiosity to find answers to the most pressing questions. With my refined skills set, I bring customer-centric mindfulness that enables firms to innovate and
thrive.
Overview
5
years of professional experience
3
years of post-secondary education
2
Certificates
1
Language
Work History
BYJU’s - Think & Learn PVT LTD
Assistant Manager
08.2021 - 03.2022
Job overview
- Managed a team of 30+ people and ensured their onboarding and adoption targets are met with their respective accounts assigned
- Worked closely with Sales/Service Operations team and other business units to ensure efficient and effective utilization of Salesforce CRM across the business
- Developed customized solutions within the Salesforce platform to support critical business functions and meet project objectives, business requirements, and company objectives
- Engaged with cross-functional teams to define requirements, do metrics analysis, development, testing , and implementation in CRM tool/Salesforce
- Managed complaints with calm, clear communication and problem solving skills
- Provided customers with top notch service by maintaining 95% Turnaround time in process
- Achieve individual SLA targets set as well the account level collective targets set for the team.
BYJU’s - Think & Learn PVT LTD
Team Lead – Customer Support
03.2020 - 07.2021
Job overview
- Supervised work of employees to deliver work on schedule
- Closely monitor team performance by conducting observations and tracking key metrics, identifying and managing underachievers appropriately
- Interact with internal and external teams to ensure quick resolution of customer issues
- Offered constructive feedbacks to the employees, motivated the team towards offering higher quality customer service and increase productivity
- Addresses and resolves complex customer issues escalated by customer support team
- Conduct process training or refresher training if required.
BYJU’s - Think & Learn PVT LTD
Customer Support Executive
10.2016 - 03.2020
Job overview
- Resolved customer queries and problems using effective communication and providing step by step solutions
- Managed large amount of inbound and outbound calls
- Maintained advance product knowledge to ensure customers received accurate information
- Onboarded new customers by creating accounts and setting up personal details using CRM software such as Salesforce, Leadsquared and Freshdesk
- Ability to prioritize tasks, identify trends and manage escalations with appropriate status updates and communications with customers.
Education
Shivaji Arts & Commerce College
Bachelor of Commerce
01.2013 - 01.2016
University Overview
Completed 3 years full time degree with 87.49% with wide range of managerial skills. Information Technology and Application in Business
Skills
Salesforce CRM, Excel, Word, Powerpoint, Google Suiteundefined
Additional Information
- Hands of Experience in Reports and Dashboard in Salesforce
- Improved overall SLA of the Refund Escalation team from 6% to 98% in 2 weeks through successful revamping the entire process and implementing new strategies to provide quick and best resolutions to customers.
- Recognition & Reward from customers through email support for resolving social media escalation cases.
- Achieved “Best in the Quest” recognition for all corporate metrics including First Call Resolution, Average speed of answer, Call Quality, Capture Rate, and Service Factor.
Certification
Salesforce Admin
Timeline
Salesforce Admin
01-2022
Project Management
10-2021
Assistant Manager
BYJU’s - Think & Learn PVT LTD
08.2021 - 03.2022
Team Lead – Customer Support
BYJU’s - Think & Learn PVT LTD
03.2020 - 07.2021
Customer Support Executive
BYJU’s - Think & Learn PVT LTD
10.2016 - 03.2020
Shivaji Arts & Commerce College
Bachelor of Commerce
01.2013 - 01.2016
Music, Sports
Music produces a kind of pleasure which human nature cannot do without.
The only one who can tell you 'you can't win' is you and you don't have to listen.
Music, Sports
Music produces a kind of pleasure which human nature cannot do without.
The only one who can tell you 'you can't win' is you and you don't have to listen.
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