Naqueeb Sheikh
New Delhi
Summary
Detail-oriented professional skilled in managing customer relationships and resolving issues. Expertise in training teams and improving service processes to promote customer satisfaction. Ready to leverage these skills to drive operational excellence.
Overview
17
17
years of professional experience
Work History
Customer Service Agent
British Airways-CallBA
Gurgaon
04.2019 - Current
- Facilitated airline bookings and ticket modifications based on customer preferences.
- Managed loyalty rewards program to enhance passenger retention.
- Provided dedicated support to high-value passengers, including celebrities and corporate clients.
- Demonstrated proficient knowledge of Amadeus software and fare structures.
- Assisted customers with inquiries, ensuring timely and accurate information delivery.
- Updated customer accounts while efficiently processing service requests.
- Trained new team members on company policies and customer service standards.
- Collaborated with teams to refine service processes and elevate customer satisfaction.
Team Leader (Operations)
Hinduja Global Solutions
Noida
01.2016 - 02.2018
- Led team to ensure high-quality customer service delivery.
- Oversaw daily operations to ensure smooth workflow and efficiency.
- Implemented process improvements to enhance operational efficiency.
- Provided coaching to team members to enhance their skills and performance.
- Facilitated people development through application of SWOT analysis and fostering connections.
- Shared constructive and relevant feedback to highlight opportunities and ensure team members reached their full potential.
- Conducted one-on-one sessions to understand individual goals and aspirations. to gauge who is who as an individual & incline individual personal goal towards his professional to ensure the best benefit of the individual & the organization
- Conducted one-on-one sessions to understand individual goals and aspirations. to gauge who is who as an individual & incline individual personal goal towards his professional to ensure the best benefit of the individual & the organization
Jabong.com – Team Ops Lead
Jabong.com
Guragon
05.2014 - 11.2015
- Improved team effectiveness by implementing innovative ideas and solutions.
- Coached team members to enhance skills and increase productivity.
- Monitored monthly and quarterly sales and return records to manage costs effectively.
- Sharing constructive & regular feedback to ensure a delightful experience always for customers
- Coordinated daily activities for efficient operational flow.
- Optimized resource utilization through effective time and motion analysis.
- Worked successfully with a diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Identified needs of customers promptly and efficiently.
- Worked with cross-functional teams to achieve goals.
- Exceeded customer satisfaction by finding creative solutions to problems.
Sr. Customer Support Executive
Exl services
Noida
12.2009 - 02.2013
- Resolved escalated customer issues efficiently and effectively.
- Delivered fast, friendly, knowledgeable service for customer inquiries and complaints, fostering positive customer relationships.
- Answered customers' questions and addressed complaints to immediately rectify issues.
- Supervised customer service team, enhancing support quality and customer satisfaction.
- Provided coaching to team members to enhance their customer service capabilities.
- Collaborated with management to streamline service workflows, improving response times.
- Monitored performance metrics to identify areas for improvement.
- Developed training materials to support ongoing staff development.
- Implemented feedback mechanisms for continuous customer experience enhancement.
- Facilitated regular team meetings to discuss challenges and solutions.
- Performed root cause analysis on recurring customer service problems.
Education
B.Com -
Pune University
Pune04-2009
Skills
Customer Experience Delivery
- Inbound customer service
- Complaint resolution
- Escalation management
- Customer account management
- Process improvement
Operations Leadership
- Team leadership
- Staff training
- Performance coaching
- Quality monitoring
- Root cause analysis
Timeline
Customer Service Agent
British Airways-CallBA
04.2019 - Current
Team Leader (Operations)
Hinduja Global Solutions
01.2016 - 02.2018
Jabong.com – Team Ops Lead
Jabong.com
05.2014 - 11.2015
Sr. Customer Support Executive
Exl services
12.2009 - 02.2013
B.Com -
Pune University