Sabreen Shaba A
Deputy Manager.
Chennai
Summary
Accomplished Deputy Manager with a proven track record at Axis Bank, enhancing customer satisfaction and team performance through expert conflict resolution and quality assurance. Skilled in performance analysis and team leadership, I've significantly optimized call center efficiency and fostered a culture of excellence and continuous improvement.
Overview
8
8
years of professional experience
Work History
Deputy Manager
Axis Bank
10.2020 - Current
- Supervise and mentor a team of customer service representatives, ensuring they achieve performance targets and deliver excellent customer experiences.
- Conduct regular performance evaluations, provide constructive feedback, and design individual development plans for team members.
- Develop and deliver training modules to enhance team skills in communication, product knowledge, and complaint resolution.
- Resolve escalated customer concerns and complaints with a focus on delivering satisfactory resolutions.
- Establish and uphold quality standards for customer interactions, ensuring all protocols are followed.
- Collaborate with other departments to address operational bottlenecks and improve the customer experience.
- Monitor daily operations to ensure compliance with company policies and customer satisfaction metrics.
- Analyze performance reports and implement strategies to optimize call center efficiency.
Assistant Manager
SBI Card
05.2018 - 09.2020
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Developed strong working relationships with staff, fostering a positive work environment.
- Promoted teamwork within the workplace by encouraging collaboration among staff members on various project tasks.
Customer Relationship Officer
Hinduja Global Solutions
04.2017 - 05.2018
- Maintained accurate records of customer interactions, enabling better understanding of client issues and facilitating follow-ups when needed.
- Made customers aware of current and new programs and services.
- Improved customer satisfaction by addressing and resolving their concerns in a timely manner.
- Managed customer relations on ongoing basis to maximize customer retention.
Education
BBA - Business Administration
Sacred Heart College
Chennai 04.2001 -
Skills
Performance Analysis and Reporting
Team Leadership and Coaching
Customer Service Excellence
Conflict Resolution and Problem Solving
Training and Development
Quality Assurance
Awards and Acknowledgements
March 2021: OPUS Awards ( Citi Bank)
Multiple Occasions : Best E chat Agent ( Citi Bank )
Highest Number of Appreciation mails ( Citi Bank )
Language
English (Read, write, speak, understand)
Hindi (Speak, understand)
Tamil (Read, write, speak, understand) .
Timeline
Deputy Manager
Axis Bank
10.2020 - Current
Assistant Manager
SBI Card
05.2018 - 09.2020
Customer Relationship Officer
Hinduja Global Solutions
04.2017 - 05.2018
BBA - Business Administration
Sacred Heart College
04.2001 -