Redbull
Nabila Shaikh
Customer Experience Specialist
Gurgaon,Haryana
Summary
- Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
- Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level Customer Experience Specialist position. Ready to help team achieve company goals.
- Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
6
6
years of professional experience
6
6
years of post-secondary education
3
3
Certifications
4
4
Languages
Work History
Customer Service Experience
Better Mortgage
Gurgaon
11.2021 - 06.2023
- Provided solutions-oriented customer service over the phone, resolving 90% of customer inquiries on the first support request.
- Received on-going, comprehensive training on home loan products and mortgage process.
- Worked with customers in person and via telephone to answer questions, process transactions, and resolve issues.
- Reviewed financial statements and contacted institutions and customers to clarify details.
- Analyzed borrower credit reports and income statements to verify accuracy.
- Gained strong leadership skills by managing projects from start to finish.
- Identified issues, analyzed information and provided solutions to problems.
- Excellent communication skills, both verbal and written.
- Worked well in a team setting, providing support and guidance.
- Learned and adapted quickly to new technology and software applications.
- Organized and detail-oriented with a strong work ethic.
- Gained extensive knowledge in data entry, analysis and reporting.
- Utilize customer relationship management (CRM) tools in coordinating and monitoring customer experience operations.
- Conduct studies and research to discover new techniques necessary for improving customer experience.
- Helping clients in completing mortgage application and clearing any pendency’s on the file.
- Making sure the potential clients are converted into customers by clearing out any discrepancies.
- Working and managing different CRMs like Front, Tinman.
Developed customer service scripts and FAQs that provided customers with accurate information quickly.
Senior Process Associate
Accenture
Gurgaon
02.2019 - 09.2021
- Met month-end reporting objectives and deadlines.
- Identified modifications to processes and procedures that would promote better efficiency.
- Performed quality assurance checks on transactions and account actions to assess compliance with state and federal regulations.
- Performed reconciliations to drive accuracy and validity of financial information.
- Engaged in handling queries and issues related to the Google Pixel mobile phones. Eg- Device stuck in bootloader, bootloop, blank screen, security patches, screen flickering, static lines and many more. Handling Escalations if the issue is not resolved at executive level via email within 24 to 48 hours. Also assisted in managing the team as a support when required, publishing MOM(Minutes of Meeting), Compliance Audit at shift end, arranging PKT(Process Knowledge Test).
- Participated in special projects to increase productivity and make meaningful impact on company and mission.
Sales Associate -1
Convergys
Gurgaon
08.2017 - 10.2018
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
- Engaged with customers to effectively build rapport and lasting relationships.
- Prepared merchandise for sales floor by pricing or tagging.
- Answered customer questions about sizing, accessories, and merchandise care.
- Directly deal with US customers and provide them IT solutions for the any of their mobile, internet or tv services which they have with AT&T
- Engaged with customers to build rapport and loyalty.
- Up-selling new services and plans to the customers
- Helping them with their billing and other general queries Providing them with technician appointment.
Education
PGDBO - Banking And Financial Support Services
01.2016 - 07.2017
BBA - Business Administration And Management
11.2011 - 06.2014
12th - Social Studies Education/ Arts
04.2009 - 05.2010
10th Class -
04.2008 - 05.2009
Skills
Customer service experience
Customer service specialist
Customer service and assistance
Ms office
Communication
Leadership skills
Time management
Decision making
Ability to multitask
Software
Tinman
Front
Slack
Ms Team
Certification
Awarded by Best Performer (Convergys)
Interests
Stock market
Financial advisory
Dance
Cooking
Timeline
Customer Service Experience - Better Mortgage
11.2021 - 06.2023
Star Performer (Accenture Operations)
11-2019
Best Performer (Accenture Operations)
09-2019
Senior Process Associate - Accenture
02.2019 - 09.2021
Awarded by Best Performer (Convergys)
03-2018
Sales Associate -1 - Convergys
08.2017 - 10.2018
NIIT - PGDBO, Banking And Financial Support Services
01.2016 - 07.2017
Karnataka University - BBA, Business Administration And Management
11.2011 - 06.2014
Karnataka University - 12th , Social Studies Education/ Arts
04.2009 - 05.2010
St Michael's Convent - 10th Class,
04.2008 - 05.2009