Mohd Azim Shaikh
Deira
Summary
Dynamic Customer Service Representative with proven expertise at Smfg India Credit Company, excelling in issue resolution and customer advocacy. Skilled in CRM systems and active listening, I enhance customer satisfaction through effective problem-solving and personalized support, ensuring compliance and timely service delivery. Committed to fostering trust and loyalty in every interaction.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Smfg India Credit Company
11.2022 - 09.2025
- 🏦 Customer Interaction Across Channels Efficiently handled customer queries and concerns through multiple touchpoints including walk-ins, emails, and phone calls, ensuring prompt and courteous service delivery.
- 📋 Loan Information & Guidance Provided detailed assistance to customers regarding various loan products, eligibility criteria, documentation requirements, and application procedures to facilitate informed decision-making.
- 🔍 Issue Resolution & Complaint Management Actively addressed customer complaints by investigating issues, offering solutions, and ensuring timely resolution to enhance customer satisfaction and trust.
- 🤝 Cross-Functional Coordination Collaborated with internal departments such as Business, Sales, Operations, and Branch teams to escalate and resolve complex cases, ensuring seamless communication and efficient problem-solving.
- 📈 Customer Experience Enhancement Maintained a customer-centric approach by delivering personalized support, tracking follow-ups, and ensuring that all concerns were resolved within defined service timelines.
- 🧠 Process Understanding & Adaptability Demonstrated strong understanding of banking processes and policies, adapting quickly to updates and changes to provide accurate and compliant information to customers.
Customer Service Representative
Uzeil Services LLP
08.2021 - 10.2022
- ☎️ Inbound Call and Emails Handling Managed customer queries and concerns via phone calls and emails, delivering prompt and empathetic support to policyholders across the United States.
- 🛡️ Insurance Claim Assistance Guided customers through the claims process, ensuring they understood the required documentation, timelines, and eligibility criteria to receive their rightful benefits.
- 🧾 Documentation & Verification Assisted in collecting and verifying claim-related documents, helping customers avoid delays and ensuring compliance with company policies and regulatory standards.
- 🤝 Customer Advocacy Acted as a liaison between the customer and internal claims processing teams, advocating for timely and accurate resolution of claims.
- 🇺🇸 US Market Familiarity Demonstrated strong understanding of U.S. insurance protocols, terminology, and customer expectations, tailoring communication to meet regional standards and cultural nuances.
- 🎯 Issue Resolution & Follow-Up Proactively followed up on pending claims, resolved escalations, and ensured customers were kept informed throughout the process, enhancing trust and satisfaction.
- 📊 Service Quality & Compliance Maintained high service standards while adhering to data privacy regulations and company guidelines, contributing to positive customer feedback and retention.
Education
High School Diploma -
Valia College Of Commerce, Arts And Science.
Andheri, IndiaSkills
- Customer service
- Active listening
- Critical thinking
- Customer relations
- Problem resolution
- Microsoft Excel
- Customer relationship management (CRM)
- [Software] CRM system proficiency
Certification
I was promoted from the role of Escalation Officer to Nodal Escalation Officer, accompanied by an upgrade in my designation grade from O1 to O2, reflecting my growth in responsibility and performance.
- Received multiple positive reviews and appreciation emails and feedbacks from customers, acknowledging my dedication, empathy, and effectiveness in resolving their concerns.
- Built strong rapport with clients by consistently delivering personalized support and ensuring a smooth and satisfying service experience.
- These acknowledgments reflect a high level of customer satisfaction and reinforce my commitment to excellence in service delivery.
Languages
English
Intermediate (B1)
Hindi
Upper intermediate (B2)
Timeline
Customer Service Representative
Smfg India Credit Company
11.2022 - 09.2025
Customer Service Representative
Uzeil Services LLP
08.2021 - 10.2022
High School Diploma -
Valia College Of Commerce, Arts And Science.