Shabreen Khan
Bangalore
Summary
Results-driven professional with expertise in customer service, time management, and conflict resolution. Cultivated strong client relationships and enhanced team performance through effective coaching and communication. Resourceful consultant adept at multitasking and prioritising to achieve organisational goals.
Overview
2
2
Languages
1
1
Certification
17
17
years of professional experience
Work History
Principal Process Executive
Equiniti India Private Limited
09.2021 - 08.2026
- Managed equity compensation services and corporate actions across common stock ESPP, RSUs, ISOs, grants, and rewards.
- Delivered quality monitoring initiatives and coached staff for regulatory compliance.
- Collaborated with IT, research, payments, CSMs, and RMs to close cases early.
- Provided real-time team support to resolve technical agent queries via chats, calls, and offline channels.
- Completed transfer agent application cross-training to streamline transfers and account management.
General Accounting Opps Associate
Accenture Solutions Private Limited
05.2018 - 02.2021
- Direct interaction with customers to drive the collection of outstanding receivables
- Assess delinquent accounts for possible collection actions
- Resolved customer billing disputes, escalating issues to supervisor when necessary for further action.
- Effective problem solving of customer inquiries related to payment of outstanding receivables
- Sent courtesy emails to suppliers, following up on payments to ensure timely collections
- Preparing a statement of account and sending it to customers when requested
- Responded to queries and emails promptly to maintain customer satisfaction
- Utilised SAP, Oracle, and Salesforce to manage data and streamline processes.
Customer Solutions Rep III
Hewlett Packard Enterprise
02.2015 - 04.2016
- Managed calls, e-mails, performance trackers, and process updates in a fast-paced environment to ensure seamless operations.
- Coached new agents on process knowledge and quality standards to enhance team capability.
- Monitored performance against daily, weekly, and annual targets to maintain alignment with organisational goals.
- Obtained an excellence certificate and received positive feedback from the customer.
- Worked in Hospitality Industry (Accor Group)
Senior Practitioner- CRM Operator
IBM Daksh PVT LTD acquired by Concentrix PVT LTD
11.2009 - 01.2015
- Managed customer queries via telephone and email, ensuring timely and accurate responses to enhance customer satisfaction.
- Streamlined client handling and response processes, improving efficiency in query resolution, report generation, and project management.
- Worked as a Sale Support officer, handled& verified Customers Mortgage Documents and certified customers with the 100% Quality Document check
- Cross-trained staff on pilot batch process procedures to ensure consistent application and understanding of processes.
- Worked as a credit rating analyst
- Enable organizations to comply with global regulations and leveraged across the enterprise within risk legal treasury and financial reporting
Education
BA (Bachelor of Arts) - Economics
St. Joseph's Evening College
Bengaluru, KA01-2009
PUC -
St. Joseph's P.U Evening College
Bengaluru, KA01-2006
SSLC -
St. Euphrasia's Girls High School
Bengaluru, KA01-2004
Skills
- Regulatory compliance
- Customer service
- Communication skills
- Team collaboration
- Training program design
- Professional presentation
- Multitasking ability
- Adaptability
- Quick learner
Custom
I do hereby declare that the information given above is true and correct to the best of my knowledge and belief.
Languages
English
Advanced
C1
Hindi
Advanced
C1
Certification
- I received Best out standing student of the year award
- Received best Customer service certification
Hobbies and Interests
- Like painting and doing art works
- cooking
Timeline
Principal Process Executive
Equiniti India Private Limited
09.2021 - 08.2026
General Accounting Opps Associate
Accenture Solutions Private Limited
05.2018 - 02.2021
Customer Solutions Rep III
Hewlett Packard Enterprise
02.2015 - 04.2016
Senior Practitioner- CRM Operator
IBM Daksh PVT LTD acquired by Concentrix PVT LTD
11.2009 - 01.2015
BA (Bachelor of Arts) - Economics
St. Joseph's Evening College
PUC -
St. Joseph's P.U Evening College
SSLC -
St. Euphrasia's Girls High School