Mohd Misam Zaidi
Greater Noida
Summary
Dedicated and detail-oriented professional with a good knowledge of the U.S. Retirement benefits programs. Skilled in document processing, eligibility verification, and benefits counseling, with a commitment to providing exceptional client service, and ensuring compliance with federal regulations. Seeking to leverage my analytical abilities and communication skills to support clients in navigating retirement benefits efficiently and accurately in a challenging U.S. retirement benefits role.
Overview
12
12
years of professional experience
Work History
Senior Customer Associate
The Fashion Station
Greater Noida
08.2023 - Current
- Handling customer and client queries via WhatsApp Business API, emails, and calls when necessary.
- Managing premium order processing in the WordPress backend and shipping partner panels.
- Managed a high volume of chats, calls (over 50), and emails while maintaining excellent service quality standards, which led to increased sales by 10%.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Responded to customer requests for products, services, and company information.
- Developed highly empathetic client relationships, and earned a reputation for exceeding service standard goals.
- Developed and updated databases to handle customer data on Excel.
- Recommended, selected, and helped locate and obtain out-of-stock products based on customer requests.
- Collaborated with the marketing team to develop targeted materials for customer outreach campaigns, resulting in increased engagement levels through Meta and Google ads.
- Streamlined internal processes for improved efficiency, resulting in faster response times to customer inquiries.
- Demonstrated a high level of initiative and creativity while tackling difficult tasks.
Benefits Ops Administrator
Alight Solutions
01.2014 - 01.2019
- Updating and making financial and non-financial changes in the employees' 401(k) account as per the client(s)' requirements.
- Analyzing and correcting the forms that need to be sent to the employees regarding their personal information, ensuring 100% privacy of the information.
- Responsible for ensuring timely delivery with 100% quality to the client, as per the SLA defined.
- To give training to the new joiners in the team to create backups and maintain resources.
- Providing DB and DC domain processing solutions as per client requirements.
- Creating reports on a daily basis and sending them out to the client.
- Initiated process improvement ideas, which resulted in cost reduction and first-time resolution for participants.
- Received positive VOC from the client for handling complex situations and providing timely resolution to queries.
- Awarded the Title of Gold and Platinum Team Awards for meeting client value (for meeting client expectations) in 2015 and 2016.
Education
Bachelor of Commerce - Graduate Studies
University of Delhi
01.2012
SSC & HSC -
Bal Bhavan Public School
New Delhi01.2009
Skills
- Data management and record keeping
- Eligibility and claims processing
- Knowledge of retirement benefits programs
- Process improvement
- Analytical and detail-oriented
- Paperwork processing
- Customer service and communication skills
References
References and Documents available on request.
Personal Information
- Father's Name: Dr. A.H. Zaidi
- Date of Birth: 04/01/91
- Marital Status: Married
Timeline
Senior Customer Associate
The Fashion Station
08.2023 - Current
Benefits Ops Administrator
Alight Solutions
01.2014 - 01.2019
Bachelor of Commerce - Graduate Studies
University of Delhi
SSC & HSC -
Bal Bhavan Public School
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