Shabana Zakir
Kilpauk, Chennai
Summary
Dynamic Senior Client Care Executive with extensive experience at Standard Chartered Bank, recognized for elevating customer satisfaction and surpassing sales targets by over 95%. Expertise in tactical planning and effective communication, with a strong ability to multitask and promote teamwork. Demonstrated success in client retention and driving sales through innovative solutions and a proactive approach. Career aspirations include leveraging skills to further enhance client experiences and contribute to organizational growth.
Overview
8
8
years of professional experience
1
1
Certificate
Work History
Senior Client Care Executive
Standard Chartered Bank
07.2023 - Current
- Meet and exceed established sales targets, including calls per day, meetings/appointments per month, closing proposals, executing card sales
- Plan, qualify, obtain, and manage new and existing sales opportunities to achieve and exceed business plans
- Communicate effectively to deliver department goals, respond to market trends, and handle challenges in a fast-paced sales environment
- Communicate with diverse Credit card clients, build rapport and long-term relationships, and achieve customer satisfaction metric
- Addressing Concerns related to closure of credit card
- Providing solutions to the closure request and retain the clients back to bank
- Card annual fee reversal, interest reversal, late payment reversal
- Giving cash back for retentions
- Monthly basis campaign allotting to customers
- Addressing queries related to Balance transfer of Loans
- Providing cash loan to the Customers on their Credit cards
- Giving Easy payment plan to the customers
- Addressing supplementary credit card requests
Telesales Executive
Lifecell International Private Limited
08.2022 - 06.2023
- Responsible for day to day appointments and enrolments
- Consistently achieving the targets with increased L2A and A2P and P2C metrics
- Responsible for overseeing inbound and outbound call activities
- Developed and implemented sales strategies to increase the revenue of team target
- Aggressively maintains high standards and in-depth product knowledge through continuous training and high-quality customer satisfaction goals
- Driving business with extensive knowledge on handling the tools like LeadSquared and Genesis dialler
- Manage inbound / outbound calls (Mode of call - Audio / Video) in a timely manner
- Seize opportunities to upsell products when they arise
- Presentation and sales target to be met on daily and monthly basis
- Build sustainable relationship and engage customers by taking the extra mile
- Keep records of all conversations in our call center database in a comprehensible way
- Consecutive 8 months target achieved which is set by management
Recruiter/Sales Manager
Ready2Jobs Manpower Suppliers Private Limited
01.2022 - 08.2022
- Contributed to bottom-line sales through increased candidate satisfaction
- Identified process improvement opportunities to enhance operational effectiveness and improve team productivity
- Achieving day to day business and management requirement
- Calling the new people interested in doing the business explaining the ecommerce business model, converting them to new business associate
- Training new business associates about our product
- Collecting the resumes and uploading the resumes in job portal
- Met the target for joining the new Business associates every month
Senior Customer Service Representative
White Gold Money
01.2021 - 01.2022
- Deployed excellent people management strategies for a year resulting in increased productivity by 95%
- Build, manage, and develop a team comprised of personnel, provide coaching and mentorship, conduct performance evaluations, and establish inclusive work cultures
- Training new associates about the Business model
- Weekly report generation for the list of employees made the sales for Day and Week
- Manage Inbound and outbound calls
- Explaining about the day to day gold rates and Branch details to new customers and ask them to visit branch directly
Customer Service Representative
Aaradyaa Gold Trade LLP
05.2017 - 10.2020
- Addressed 50 to 60 customer questions about new products, services, and promotions per day
- Contributed to bottom-line sales through increased customer satisfaction
- Handling and Guiding the customers seeking information about Gold selling
- Weekly report generation for the list of employees made the sales for Day and Week
- Explaining about the day to day gold rates and Branch details to new customers and ask them to visit branch directly
Education
MBA - Human Resource Management
Loyola PULC University
Chennai11.2024
B.C.A - Computer Application
Arunodhaya University
Chennai01.2022
Skills
- Adaptability
- Constructive Mindset
- Tactical Planning
- Effective Communication
- Decision Making
- Motivation
- Multitasking Abilities
- Teamwork and collaboration
Accomplishments
- Recognized as Chief Guest by the World Fitness Federation
- Honored by the President of the World Fitness Federation for significant accomplishments in fitness
Certification
- Sound Knowledge in Power BI
- Accomplished Certified workshop on AI Dashboard using Microsoft Power BI From Skill Nation
Languages
Urdu
First Language
English
Proficient (C2)
C2
Tamil
Proficient (C2)
C2
Hindi
Advanced (C1)
C1
Timeline
Senior Client Care Executive
Standard Chartered Bank
07.2023 - Current
Telesales Executive
Lifecell International Private Limited
08.2022 - 06.2023
Recruiter/Sales Manager
Ready2Jobs Manpower Suppliers Private Limited
01.2022 - 08.2022
Senior Customer Service Representative
White Gold Money
01.2021 - 01.2022
Customer Service Representative
Aaradyaa Gold Trade LLP
05.2017 - 10.2020
MBA - Human Resource Management
Loyola PULC University
B.C.A - Computer Application
Arunodhaya University
Languages
- English
- Hindi
- Tamil
- Urdu
Quote
"You see things; you say, 'Why?' But I dream things that never were; and I say 'Why not?' - George Bernard Shaw
References
References available upon request.
Hobbies and Interests
- Adventurous trips
- Book reading
- Learning new concepts
Quote
"You see things; you say, 'Why?' But I dream things that never were; and I say 'Why not?' - George Bernard Shaw
References
References available upon request.
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