SHAKIR SHAIKH
Navi Mumbai
Summary
Operations & Customer Experience Leader with 16+ years of experience managing large-scale, complex operations across OTA and BPO environments. Proven expertise in customer service excellence, vendor management, and operational optimization, with a consistent record of driving efficiency, quality, and stakeholder satisfaction. A First-Class Graduate and assertive, people-focused leader who combines analytical thinking with a strong work ethic to deliver sustainable business outcomes. Known for building high-performing teams and fostering a culture of accountability and service excellence.
Overview
17
17
years of professional experience
Work History
YES Bank — Unit Manager (AVP)
YES Bank
03.2026 - Current
- Assisted in managing vendor operations for spectrum banking division focusing on liability acquisition and servicing high-value banking customers across various segments.
- Supported vendor partnerships to help meet daily sales and acquisition targets.
- Helped monitor hiring pipelines and attrition trends to sustain optimal workforce productivity.
- Facilitated regular performance reviews and productivity tracking of sales agents to enhance operational efficiency.
- Ensured compliance with process hygiene standards and service quality benchmarks across vendor teams.
- Coordinated with internal stakeholders and external partners to aid in streamlining acquisition and customer servicing processes.
Assistant Manager & Manager (B2B Ops)
Cleartrip.com
Mumbai
01.2024 - 01.2026
- Managed a team of 30-35 of B2B team associates ensuring compliance with quality standards (No Fatal Information).
- Handled critical escalations from KAMs, RMs, Legal Notice, Clients, Escalation received from Internal team.
- Supervised scheduling, WFM adherence, FRT, Closure TAT, High Ageing, Average Response TAT etc, additionally coordinated with tech, Trexedia support & OOO Team to resolve bugs/challenges.
- Monitored and coached agents to maximize productivity and efficiency.
Team Leader
Cleartrip.com
Mumbai
01.2021 - 01.2024
- Managed a team of 20-25 associates ensuring compliance with quality standards (No Fatal Information).
- Handled critical escalations from social media, consumer forums, Legal Notice and leadership teams.
- Supervised scheduling, WFM adherence, and coordinated with tech teams to resolve bugs/PRMs.
- Monitored and coached agents to maximize productivity and efficiency.
Subject Matter Expert
Cleartrip.com
Mumbai
01.2016 - 01.2021
- Managed a team of 10 - 15 associates ensuring compliance with quality standards (No Fatal Information).
- Handled critical escalations from social media, consumer forums, and leadership teams.
- Supervised scheduling, WFM adherence, and coordinated with tech teams to resolve bugs/PRMs.
- Monitored and coached agents to maximize productivity and efficiency.
Customer Support Executive
Cleartrip.com
Mumbai
01.2009 - 01.2016
- Handled customer queries via phone/email for bookings, amendments, and cancellations.
- Processed reservations and special requests using Amadeus & Galileo GDS.
- Liaised with airlines and internal teams to resolve dependencies.
- Consistently achieved KPIs including FCR, CSAT, Quality, and AHT
Education
Bachelor of Commerce - First Class
MUMBAI UNIVERSITY
03-2007
Commerce - First Class
MUMBAI UNIVERSITY
03-2004
Skills
- GDS: Galileo
- GDS: Amadeus
- GDS: Sabre
- MS Office tools
- CRM & Telephony tools: Salesforce
- CRM & Telephony tools: Genesys
- CRM & Telephony tools: Sugar CRM
- Client/Vendor Relationship Management
- Project Management
- Analytical & Problem-Solving Skills
- Digital Transformation & Automation (AI, IVR, Chatbots)
- Multi-Channel Contact Centre
- Leadership (Voice, Email, Chat, Social)
- Managed Multiple LOB's & Products (Air/Hotel/Train/Insurance/Bus)
- Professional Development
- Data-Driven Decision making for Customer Operations
- Performance tracking
- Compliance monitoring
- Sales strategy
Custom Section
- Bachelor of Commerce in First Class, MUMBAI UNIVERSITY, 2007-03-01
- Commerce - HSC in First Class, MUMBAI UNIVERSITY, 2004-03-01
Timeline
YES Bank — Unit Manager (AVP)
YES Bank
03.2026 - Current
Assistant Manager & Manager (B2B Ops)
Cleartrip.com
01.2024 - 01.2026
Team Leader
Cleartrip.com
01.2021 - 01.2024
Subject Matter Expert
Cleartrip.com
01.2016 - 01.2021
Customer Support Executive
Cleartrip.com
01.2009 - 01.2016
Bachelor of Commerce - First Class
MUMBAI UNIVERSITY
Commerce - First Class
MUMBAI UNIVERSITY