Shadab Shah
Mumbai
Summary
A seasoned working professional with 7+ years of experience in managing service operations and customer Experience. Detail-oriented team player with strong organizational skills. Collaborative leader with a dedication to partnering with coworkers to promote an engaged, empowering work culture. Self-motivated and passionate mentor with an exemplary managerial skill set who is avidly interested in executing innovative techniques and progressions in the field of Customer Experience. Skilled in leading cross-functional teams, driving collaboration, and ensuring the delivery of exceptional customer service. Talented leader with an analytical approach to business planning and day-to-day problem-solving Supported with transitioned a 200-seater contact center to 3rd party BPO without compromising on the Service Levels and Customer Experience
Overview
7
7
years of professional experience
Work History
Assistant
Godrej Interio
Mumbai
04.2024 - Current
- Trained and mentored new team members to promote productivity, accuracy and friendly customer service.
- Prepared documentation, reports, and logs to identify and manage sales metrics and support process driven activities.
- Customized sales and education programs and training for various high-end clients.
- Created strategies to improve customer satisfaction by focusing on product quality, delivery speed, and customer service responsiveness.
Team Leader
Tata Croma
Mumbai
02.2021 - 04.2024
- Directly managed a team of 18 - 20 associates
- Managing multiple teams via 3rd party Service partner and driving performance for Delivery Support, Extended Warranty Support, Ecom and Marketplace verticals
- Nurturing positive relationship with service partner to maximize resource utilization and ensure agreed service levels are consistently met
- Process Review and Control within Operations
- Identifying gaps and proposing the implementation modification/improvement in KRA/KPI
- Proficiently collaborate cross-functionally, establishing relationships with various internal teams to coordinate, delegate, and prioritize departmental tasks to meet deadlines
- Identify and implement efficiency improvements
- Perform root cause analysis on any problems encountered during service delivery activities.
Escalation Desk Executive
Tata Croma
12.2019 - 01.2021
- Manage End to End resolution on customer escalations received through multiple channels - Phone, Emails, Social Media, CEO Desk, etc
- Share process improvement suggestions based on RCA
- Cross-functional co-ordination for better customer experience
- Maintain high quality customer Interactions and enhance Customer Satisfaction level
- Follow up, analyze and resolve promptly customer complaints/requests for effective resolution using communication and interpersonal skills
- Facilitate the back end co-ordinate with various Stakeholders (EW Partners, Brands, Supply Chain, Finance & Marketing Teams)
- Deputized in the absence of line manager
- Assisted new Team Leads with team manning & assisting the new advisors
- Worked with the under performers and new hires in and outside my team.
Customer Service Executive
Tata Croma
07.2018 - 11.2019
- Backend Operations for Airlines process - Virgin Atlantic Airlines and Delta Air Lines
- The profile included Supporting customers experience through backend Operations like Updating the fares price in GDS (Global Distribution System), Removing the out dated fares, Uploading promotional fares on the platform, Registering US customer's under SkyMiles program of Delta Air Lines.
Customer Service Executive
WNS
07.2017 - 01.2018
Education
B.Com -
Pune University
01.2017
Skills
- Customer Centricity
- Detail-oriented problem-solver
- Decision Making
- Analytical Thinking
- Inter-Personal communication
- Team building & managing
- Operations management
- Grievance management
- Vendor Management
- Improvement initiatives
- Service Level Management
- CSAT and NPS Management
- MS Office including Excel & PowerPoint
- ERP tools: Salesforce, Peoplesoft, SAP CRM
- Telephony systems: Bria, CC View
Accomplishments
- Best Team Leader - FY23 (Tata Croma)
- Shining Star - 2016 (WNS)
Certificates And Trainings
- Power Bi Dashboard for Beginners - 07/23
- Power BI Foundations and Basics - 06/23
- Advanced Excel - 09/17
- Tally ERP 9.0 - 08/15
Profile Snapshot
- Customer Service Executive, WNS, 07/17, 01/18
- Customer Service Executive, Tata Croma, 07/18, 11/19
- Escalation Desk Executive, Tata Croma, 12/19, 01/21
- Team Leader, Tata Croma, 02/21, Present
Personal Information
- Title: Team Leader - Service Operations
- Date of Birth: 05/13/97
- Marital Status: Married
Languages
English, Hindi & Marathi
Timeline
Assistant
Godrej Interio
04.2024 - Current
Team Leader
Tata Croma
02.2021 - 04.2024
Escalation Desk Executive
Tata Croma
12.2019 - 01.2021
Customer Service Executive
Tata Croma
07.2018 - 11.2019
Customer Service Executive
WNS
07.2017 - 01.2018
B.Com -
Pune University
Similar Profiles
Pavanta Kaur BhasinPavanta Kaur Bhasin
Assistant Sales Manager at GODREJ INTERIO- Plant 09 COCO StoreAssistant Sales Manager at GODREJ INTERIO- Plant 09 COCO Store
Riya HareendranRiya Hareendran
Accountant at Godrej InterioAccountant at Godrej Interio
Sai VinaySai Vinay
Cluster Manager at Godrej InterioCluster Manager at Godrej Interio