Mohammed Fahed Shaikh

• Evaluated client credit reports thoroughly in order to identify discrepancies and potential areas for improvement or dispute resolution.
• Reviewed legal documents pertaining to bankruptcy cases as necessary, helping ensure appropriate counsel was given based on individual circumstances.
• Supported clients through emotional difficulties while navigating complex financial situations by providing empathetic guidance.
• Continuously updated knowledge on industry trends and regulations to provide accurate advice and guidance to clients in need.
• Contributed to company growth by consistently meeting or exceeding performance targets related to client satisfaction and case resolution success rates.
• Developed customized debt repayment plans for clients, significantly reducing their financial stress.
• Increased client satisfaction through prompt follow-up and tailored solutions addressing individual debt concerns.
• Trained new counselors on company policies, procedures, and best practices for successful debt management counseling.

• Improved customer retention rates by consistently exceeding expectations in terms of product knowledge, attentiveness, and rapport-building capabilities.
• Assisted colleagues during busy periods or when additional support was required to uphold high standards of service quality across all team interactions.
• Resolved customer complaints professionally by listening empathetically, identifying the root cause of dissatisfaction, and offering appropriate solutions or accommodations when necessary.
• Collaborated with team members to achieve monthly sales goals.
• Developed long-lasting client relationships by providing exceptional customer service and follow-up care.
• Training or Mentoring New Employee’s.
• Interacting with Representative’s, Area Sales Manager’s, Client and Customers.
• Completing Daily Email Targets.
• Handling queries such as track & trace, booking an order, handling Customer Complaints.
• Handling 3rd level customer escalations.

• Handled customer inquiries and suggestions courteously and professionally.
• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Interacting with Area Sales Manager’s, Sales Coordinators’, Internal Client and Customers daily.
• Handling queries on tracking & Track for sales team & customers.
• Opening Proactive SR (Service Recovery), whenever it is required as per Service Recovery policy.
• Follow up on Service Recovery / Partial Delivery / Lost & Damaged Shipments
• Interacted with customers to increase their business with TNT wherever it is possible
• Coaching of Team Members every month (Minimum for 10 Minutes)
• One Quality Case Analysis for each agent (Every Month)
• Handling Second Level Escalation for my own territory and team member’s territories.
• Searching for Lost Shipments in UFO’s.
• Handling executive desk escalation (escalation via facebook, twitter) which are directly marked to senior management by any customer.

Department – Project Management Office

1. Reporting to VP of the Vertical

2. Working for Project related of two Largest Bank of USA & one of the Largest Canadian Railway

Bank & Railways Onboarding/Off-boarding.

A. Owning the on-boarding process end to end from IDRF creation till off-boarding (not hiring of the candidates ∆ Pre-Employment Clearance with Clients Specified Vendors).

B. Working with Delivery Team / Bank & Railways for on-boarding cases, drop cases, etc.

C. Maintaining tracker of all onboarded resources with tenure details.

3.Reports Expected from my desk -

A. Onboarding Tracker - Mapped with Employee IDs

B. Manpower Master - With Tentative Billing Start Dates / SID / Status Updates

C. Tenure Report

4.Centralized Authentication

A. Owning the process end to end - Circulate reports to DMs every week, collate inputs, Authenticate in system.

B. Maintain resources getting released, buffer cases and highlight to senior management on a weekly basis.

5.Handling of Various SharePoint Updates on Client Network

A. Update SharePoint DB on a need basis

B. Updating Invoicing Updates monthly.

C. Ad-Hoc SharePoint Updates

6.Unbilled Management

A. Work with Delivery to get updates such as Bill Start Dates, Reasons for Unbilled

B. Ensure PRRISM / Oracle allocation is up to date - Based on inputs from Onboarding Tracker, Weekly Authentication, ODC In/Out Reports

Reports Expected -

C. Unbilled Dashboard - Weekly

7.Utilization -

A. Report Utilization on a weekly basis

B. Work with DMs to take corrective actions and red flags to be reported to Senior management.

Offshore Utilization - 90% & Onsite Utilization - 96%.

• Managed stakeholder expectations through regular presentations, status reports, and issue resolution discussions during the course of projects.
• Enhanced project efficiency by implementing PMO processes and best practices.
• Streamlined communication between cross-functional teams for improved project coordination.
• Facilitated collaboration among team members through effective communication channels and shared documentation platforms.
• Assisted in the creation of detailed budgets and financial forecasts to ensure optimal allocation of resources.
• Contributed to a reduction in project risks by conducting thorough risk assessments and implementing mitigation strategies.
• Assisted in the development of training materials for new PMO Analysts to support consistent onboarding experiences across the organization.

• Percentage: 60%
• Board: Maharashtra Board

• Percentage: 49.05% (Science)
• Board: Maharashtra Board

• Percentage: 69%
• Board: Mumbai University