Nadeem Ashraf Shaikh
Mumbra
Summary
Dynamic Process Leader with a proven track record at Sterling Information & Resources, adept at team management and process improvement. Skilled in enhancing customer satisfaction and troubleshooting complex issues, achieving a 95% satisfaction rating. Proficient in CRM software and committed to delivering high-quality results in fast-paced environments.
Overview
18
18
years of professional experience
Work History
Process Leader (Background verification Process – Canada / US)
Sterling Information & Resources India Pvt Ltd.
Mumbai
03.2016 - Current
- Managed a team of 20 verification specialists, achieving high success rates and quality standards.
- Conducted employment and education checks for applicants, contractors, and volunteers across Canadian and international organizations.
- Ensured delivery of high-quality services aligned with industry best practices.
- Maintained accurate records of reports and documents related to verification responsibilities.
- Supported Background Check Process Manager in developing assessment systems for expedited service delivery.
- Recommended program enhancements to optimize quality and efficiency in safety and security processes.
- Conducted investigative research to ensure thorough processing of customer orders.
- Trained new team members to uphold performance and quality expectations.
- I worked for different clients in the EV, EDU, and CRED services for outbound and inbound calls, as well as emails in the IC role.
- Maintained the quality and productivity during the IC tenure of more than five years.
Customer Service Executive & Site Supervisor
Al Khatri Technical Service LLC.
Dubai
01.2015 - 01.2016
- Coordinating with clients and handling different projects and provide them the completion status.
- Addressing client feedback to provide accurate resolution with time commitment.
- Attending reception desk customers, Inbound calls and prepare the schedule for client meeting and report to management.
- Recommend changes to the existing methods to increase the accuracy, efficiency and responsiveness of the customer service department.
- Handling operations department and prepare the completion report for the project.
- Working with the upper management to ensure appropriate changes are made to improve customer satisfaction.
- Making outbound calls to generate the lead for new prospects and do regular follow up till the conversion.
- Meeting new prospects clients to develop the sales opportunities for the company.
- Effectively communicate with team members and colleagues to maintain clearly defined expectations with client.
- Preparing approved BOQ as per the management and send to third party, sub contractor to finalize the cost of the material.
- Handling payments, credit and debit transactions with Management & Third party.
- Co-ordinating with clients to design and prepare detailed drawing to obtain necessary approvals from the concerned authorities.
- Submit, obtain approval and work permit from the concern authorities and building management to start the Fit-out work.
- Co ordinate with the subcontractors of the site and assist them to execute the project successfully.
- Obtaining necessary completion approvals to occupy the shop/office for clients.
- Al Khatri Technical Services (UAE) provides a complete Interior Design & Fitout service in Dubai UAE from initial requirement through design and build to handover. Al Khatri specializes to offer a flexible package and tailored service in meet to individual requirement, budgets, and timescales.
Team Lead
Sutherland Global Services
Mumbai
06.2012 - 12.2014
- Successfully managed the activities of 15 team members in multiple locations.
- Created training manuals targeted at resolving even the most difficult customer issues.
- Monitored the daily activities of an average of 5 customer support teams.
- Developed, implemented and monitored programs to maximize customer satisfaction.
- Owned team productivity metrics.
- Improved service quality and increased sales by developing a strong knowledge of company's products and services.
- Provided detailed weekly & monthly process performance reports and updates to senior management.
- Addressed negative customer feedback immediately and provide quick resolution.
- Provided a high level of product and leadership support to representatives and clients.
- Routinely prepared and evaluated CRM reports to identify problems and areas for improvement.
- Effectively communicated with team members to maintain clearly defined expectations.
- Developed and implemented policies, procedures and process improvement initiatives to improve retention rates and increase customer satisfaction.
- Recommended changes to existing methods to increase the accuracy, efficiency and responsiveness of the customer service department.
- Generated and distributed daily reports and order acknowledgments to appropriate personnel.
- Provide regular Coaching’s and Feedback to associates by using process mechanism.
- Sutherland Global Services started operation in Rochester, New York in 1986 and currently employs over 55,000 professionals in its 45 delivery centres across 14 countries worldwide.
Customer Service and Sales Representative
Sutherland Global Services
Mumbai
11.2010 - 05.2012
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Provided accurate and appropriate information in response to customer inquiries.
- Troubleshoot on product such as Routers, Telephone, and Internet etc to resolve the issue and provide the quick resolution.
- Addressed customer service inquiries in a timely and accurate fashion.
- Worked with upper management to ensure appropriate changes were made to improve customer satisfaction.
- Built customer loyalty by placing follow-up calls for customers who reported product issues.
- Formulated and enforced Service Centre policies, procedures and quality assurance measures.
- Achieved customer satisfaction rating of 95% within 3 months, exceeding corporate target.
Customer Service & Sales Representative
Lester Info services PVT LTD.
New Mumbai
06.2008 - 02.2010
- Addressed 30 website inquiries per day, converting 8 to 10 into renewal customers.
- Developed highly empathetic client relationships and earned reputation for exceeding sales goals.
- Cross-trained and provided back-up for other customer service representatives when needed.
- Resolved product issues and shared benefits of new technology.
- Multitasking by handling 3 chats (Customers) at a time with simultaneous emailing.
- Handling and resolving complaints and escalating it to appropriate department for quick resolution.
- Revenue generation (Sales) by registering or renewing domain names along with web service using customer credit card.
- Lester Info Services. A business Process Outsourcing (BPO) service provider, specializing in fulfilling the informational, back office and Tele service needs of clients.
Education
SYBcom -
Commerce
Mumbai, Thane01.2004
High School -
H.S.C
Mumbai, Thane01.2002
Skills
- Customer service experience
- Client relations specialist
- Team management
- Process improvement
- Customer satisfaction
- Problem-solving
- Multi-tasking
- Troubleshooting
- Deadline-oriented
- Customer Relationship Management software
- New customer acquisition
- Knowledge of market trends
- MS Word
- MS Excel
- MS PowerPoint
- Typing speed of 50 WPM with 95% accuracy
Accomplishments
• Promoted to Process Leader in Sterling Backcheck.
• Won the best IC of the year in overall Sterling KPI's performance in 2017 2018.
• Promoted from Subject Matter Expert to Team Lead in Sutherland.
• Promoted from Customer Service Associate to Subject Matter Expert in Sutherland.
• Won 'Customer Service Associate of the Month' Award in June 11, July 11, August 11, Dec 11, SME (Subject Matter Expert) Nov 12.
• Achieved Sutherland Platinum award thrice for every 100 days of successful attendance.
• Achieved Platinum award for completion of 3 years with Sutherland Global Services.
• Launched well-received program of professional development courses for all staff.
• Mentored and coached employees resulting in a 15% increase in productivity on month on month basis.
• Improved customer retention by providing excellent service and upgrading the products.
• Reduced staff turnover by implementing several well-received team and morale-building programs.
• Managed call flow with up to 15 calls in queue per minute.
• Exceeded corporate target for customer satisfaction for 4 months in a row.
• Greeted customers upon entrance and handled all cash and credit transactions.
• Assisted customers over the phone regarding store operations, product, promotions and orders.
• Worked with company systems such as Live Support and diligently completed all assigned tasks, working overtime as needed.
• Hired, trained and managed a team of 15 successful Customer service representatives.
• Won the best IC of the year in overall Sterling KPI's performance in 2017 2018.
• Promoted from Subject Matter Expert to Team Lead in Sutherland.
• Promoted from Customer Service Associate to Subject Matter Expert in Sutherland.
• Won 'Customer Service Associate of the Month' Award in June 11, July 11, August 11, Dec 11, SME (Subject Matter Expert) Nov 12.
• Achieved Sutherland Platinum award thrice for every 100 days of successful attendance.
• Achieved Platinum award for completion of 3 years with Sutherland Global Services.
• Launched well-received program of professional development courses for all staff.
• Mentored and coached employees resulting in a 15% increase in productivity on month on month basis.
• Improved customer retention by providing excellent service and upgrading the products.
• Reduced staff turnover by implementing several well-received team and morale-building programs.
• Managed call flow with up to 15 calls in queue per minute.
• Exceeded corporate target for customer satisfaction for 4 months in a row.
• Greeted customers upon entrance and handled all cash and credit transactions.
• Assisted customers over the phone regarding store operations, product, promotions and orders.
• Worked with company systems such as Live Support and diligently completed all assigned tasks, working overtime as needed.
• Hired, trained and managed a team of 15 successful Customer service representatives.
Languages
- English
- Hindi
Timeline
Process Leader (Background verification Process – Canada / US)
Sterling Information & Resources India Pvt Ltd.
03.2016 - Current
Customer Service Executive & Site Supervisor
Al Khatri Technical Service LLC.
01.2015 - 01.2016
Team Lead
Sutherland Global Services
06.2012 - 12.2014
Customer Service and Sales Representative
Sutherland Global Services
11.2010 - 05.2012
Customer Service & Sales Representative
Lester Info services PVT LTD.
06.2008 - 02.2010
SYBcom -
Commerce
High School -
H.S.C