Nafis Shaikh
Mumbai
Summary
Hardworking employee with customer service, multitasking, and time management abilities. Devoted to giving every customer a positive and memorable experience.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Tech Mahindra
Mumbai
07.2010 - Current
- Answered inbound calls, chats, and emails to facilitate customer service for a UK-based telecom company called Three.
- Answered customer inquiries and provided accurate information regarding products and services.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
- Maintained a high level of professionalism when dealing with difficult customers.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Developed positive relationships with customers through friendly interactions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly on first call.
- Provided exceptional customer service to ensure customer satisfaction.
Customer Service Executive
IBM Daksh
Mumbai
11.2006 - 10.2010
- Received inbound calls from customers regarding their accounts provided by the Citibank NA.
- Provided account information and answered customer inquiries in a timely manner.
- Resolved customer complaints or escalated them to the appropriate personnel as needed.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
Customer Service Associate
Vagus infocom services
Navi Mumbai
11.2004 - 10.2006
- Identified and qualified potential customers through outbound calling to generate Mortgage leads for USA client.
- Prepared detailed proposals for prospective customers outlining services offered.
- Implemented strategies to increase lead conversion rate and maximize revenue opportunities.
- Tracked progress of surveys and maintained accurate records of interviews conducted.
- Analyzed data collected and identified trends in survey responses.
Education
H.S.C -
Ideal High School And Junior College
Thane03-1999
S.S.C - Secondary School.
St. John The Baptist High School.
Thane03-1997
Skills
- Product Knowledge
- Communication
- Computer literacy
- Patience
- Decision making
- Problem solving
- Active Listening
- Adaptability
- Emotional intelligence
- Empathy
Certification
- Advance diploma in software engineering (ADSE) form APTECH computer education.
Personal Details
- Date of Birth - 1st August 1978.
- Marital status - Married.
- Sex - Male.
- Languages known - English, Hindi, Marathi.
- Nationality - Indian.
- Address - E-102, Chandresh Riviera, Lodha Complex, 60 Feet Lodha Road, Mira Road (E). 401107. District Thane. State - Maharashtra, India.
- Alternate contact number - +91 7710058100
Timeline
Customer Service Representative
Tech Mahindra
07.2010 - Current
Customer Service Executive
IBM Daksh
11.2006 - 10.2010
Customer Service Associate
Vagus infocom services
11.2004 - 10.2006
H.S.C -
Ideal High School And Junior College
S.S.C - Secondary School.
St. John The Baptist High School.
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