Nausheen Ansari
Mumbai
Summary
Customer Service professional with 9+ years of experience in service recovery and team management. Proven expertise in resolving escalations, mentoring staff, improving customer satisfaction, and achieving operational goals. A proactive leader focused on enhancing service quality through data-driven strategies and effective communication.
Overview
12
12
years of professional experience
1
1
Language
Work History
Complaint Manager
Axis Bank
01.2024 - Current
- - Handling complaints escalated to the Banking Ombudsman (RBI), ensuring accurate and timely responses in coordination with the Regional Nodal Officer and relevant stakeholders.
- - Managing sensitive regulatory complaints, ensuring compliance with RBI guidelines and customer satisfaction.
- - Addressing escalations routed to the Principal Nodal Officer desk with priority and professionalism.
- - Collaborating with cross-functional teams to investigate root causes and drive systemic improvements.
Customer Service Manager
Tata AIG General Insurance Company
09.2022 - 01.2024
- - Led a customer service team ensuring SLA and TAT compliance.
- - Resolved customer complaints, ensuring high satisfaction and retention.
- - Trained and mentored team members on performance and service techniques.
- - Analyzed performance metrics to identify training needs and reduce process lags.
- - Acted as point of contact for client issues, ensuring thorough resolution.
Assistant Manager of Customer Service
ICICI Prudential Life Insurance Company Limited
04.2019 - 09.2022
- - Managed customer service cases while maintaining SLA and quality standards.
- - Led trainings to boost team productivity and service orientation.
- - Addressed escalations from senior management, social media, and regulatory desks (IRDAI).
- - Investigated misselling cases; coordinated with stakeholders for timely resolution.
- - Conducted root cause analyses (RCA) and implemented preventive measures.
Assistant Manager of Customer Service
Fullerton India Credit Company Limited
02.2016 - 09.2017
- - Addressed customer queries related to home loans, LAP, mortgage, and personal loans.
- - Allocated incoming queries to designated officers and ensured timely resolution.
- - Coordinated cross-departmentally to provide end-to-end solutions.
- - Maintained MIS reports and conducted RCA on complaints.
Direct Marketing Executive
Cigna TTK Health Insurance Company Limited
11.2014 - 02.2016
- - Verified customer data for accurate policy issuance.
- - Handled payment collection and complaint resolution.
- - Collaborated with quality and sales teams to ensure timely sales cycles.
Sales Associate
Andromeda Marketing Pvt Ltd
01.2014 - 08.2014
- - Managed health insurance lead generation through a tele-calling team.
- - Oversaw 5 tele-calling agents and addressed post-sale issues.
- - Ensured smooth coordination between cheque collection and sales processing.
Education
Masters - Business Administration
Sikkim Manipal
Bachelor of Commerce - undefined
Ramniranjan Jhunjhunwala
Mumbai, MaharashtraHSC - undefined
Mumbai Board
Mumbai, MaharashtraSkills
Complaint handling
Timeline
Complaint Manager
Axis Bank
01.2024 - Current
Customer Service Manager
Tata AIG General Insurance Company
09.2022 - 01.2024
Assistant Manager of Customer Service
ICICI Prudential Life Insurance Company Limited
04.2019 - 09.2022
Assistant Manager of Customer Service
Fullerton India Credit Company Limited
02.2016 - 09.2017
Direct Marketing Executive
Cigna TTK Health Insurance Company Limited
11.2014 - 02.2016
Sales Associate
Andromeda Marketing Pvt Ltd
01.2014 - 08.2014
Masters - Business Administration
Sikkim Manipal
Bachelor of Commerce - undefined
Ramniranjan Jhunjhunwala
HSC - undefined
Mumbai Board
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