Saqlain Kazi
Senior Customer Representative ( Escalation Department )
Thane,MH
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
5
5
years of professional experience
16
16
years of post-secondary education
Work History
Customer Service Escalation Specialist
Kotak Securities
12.2022 - Current
- Analyzed performance metrics to identify trends in escalation cases, recommending process improvements as needed.
- Resolved complex customer issues by diligently researching and collaborating with cross-functional teams.
- Streamlined communication for better issue resolution, working closely with internal departments and external partners.
- Improved customer retention rates by skillfully diffusing difficult situations through empathetic listening and effective problem-solving techniques.
- Maintained comprehensive knowledge of company products, services, and policies to provide accurate information to customers during escalations.
Customer Service Subject Matter Expert
Hinduja Global Solutions - IDFC
4 2021 - 11.2022
- Analyzed customer feedback data to identify trends and opportunities for process improvement initiatives.
- Mentored new hires, providing guidance on best practices, company policies, and exceptional customer service techniques.
- Actively participated in interdepartmental meetings, representing the voice of the customer service function while collaborating with other departments on strategic initiatives.
- Increased first-contact resolution rates through proactive problem-solving and clear communication strategies.
- Served as the primary point of contact for escalated customer concerns, ensuring timely resolutions while maintaining professionalism and empathy.
Customer Service Representative
ICICI Lombard
08.2019 - 03.2021
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Education
Bachelor in Banking & Insurance (B.B.I.) -
Oriental College of Education
Mumbai 04.2001 - 04.2017
Higher Secondary Certificate (HSC) - undefined
Maharashtra Board
Secondary School Certificate (SSC) - undefined
Maharashtra Board
Skills
Call center experience
Complaint Handling
Live chat support
Email Etiquette
Remote Support
Social Media Monitoring
Salesforce expertise
Escalation management
Customer Empathy
Customer service excellence
Languages
English
Bilingual or Proficient (C2)
Hindi
Bilingual or Proficient (C2)
Urdu
Bilingual or Proficient (C2)
Marathi
Bilingual or Proficient (C2)
Timeline
Customer Service Escalation Specialist
Kotak Securities
12.2022 - Current
Customer Service Representative
ICICI Lombard
08.2019 - 03.2021
Bachelor in Banking & Insurance (B.B.I.) -
Oriental College of Education
04.2001 - 04.2017
Customer Service Subject Matter Expert
Hinduja Global Solutions - IDFC
4 2021 - 11.2022
Higher Secondary Certificate (HSC) - undefined
Maharashtra Board
Secondary School Certificate (SSC) - undefined
Maharashtra Board
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