Shahid Shaikh

• Joined Full Potential Solutions (FPS) in November 2022.

• Currently working as Subject Matter Expert (Program Specialist) in FPS.

• Resolved customer service issues using company processes and policies and provided updates to customers.

• Informed customers of product, price and policy changes to educate on issues and resolve concerns.

• Met customer call guidelines for service levels, handle time and productivity.

• Evaluated existing resources and developed new strategies to maximize effectiveness in addressing identified gaps.

• Supported the implementation of new systems or tools by providing specialized knowledge on functionalities and potential improvements.

• Conducted regular reviews of operations and identified areas for improvement.

• Educated staff on organizational mission and goals to help employees achieve success.

• Developed effective training materials for diverse audiences, resulting in improved skillsets and increased job satisfaction.

• Responsibilities as SME:
1. Answering agent's questions, guiding them through difficult call or issues, or handling issues on a real time basis.
2. Assisting other management team members in identifying trends and establishing program goals.
3. Ability to multitask and remain calm under pressure, especially during peak hours or intense situations.
4. Exceptional interpersonal, customer service, problem-solving, verbal and written communication, and conflict resolution skills.

• Joined Mphasis Ltd. in December 2020.

• Work experience in Mphasis Ltd. for 02 years.

• Got the got privilege to work in 3 different processes.

• Worked in NatGen (National General Insurance) Process.

• Worked in Walmart COVID Helpline Process.

• Worked in Lennar Mortgage.

• Designation: Associate Processor/Customer Service Representative.

• Resolved customer service issues using company processes and policies and provided updates to customers.

• Informed customers of product, price and policy changes to educate on issues and resolve concerns.

• Met customer call guidelines for service levels, handle time and productivity.

• Got rewarded in COVID Helpline Process.

• Got multiple rewards in Lennar Mortgage for maintaining quality at 100% and productivity above 150%.

• Worked with Teleperformance Global Service Pvt. Ltd.

• Work experience with Teleperformance for 10 months as process got ramp down due to COVID.

• Designation: Sr. Customer Service Representative.

• As a CSA I was responsible to Enhance customer satisfaction by promptly addressing and resolving complex inquiries and complaints.

• Resolved customer service issues using company processes and policies and provided updates to customers.

• Informed customers of product, price and policy changes to educate on issues and resolve concerns.

• Reduced call wait times by implementing effective time management techniques within the team.

• Met customer call guidelines for service levels, handle time and productivity.

• Started career in WNS for KLM Fare Filing aka KLM Royal Dutch Airlines, Netherlands.

• Work experience with KLM Fare Filing process for 01 Year.

• Designation: Associate

• As an associate use to file fares for KLM aka KLM Royal Dutch Airlines for 4 different carriers AF, KL, DL & AZ.

• There was special day filing for Saturday which was called “Bundle 1 Filing” which was solely depending one 2 people in which I was the one who got privilege to work.

• Prioritized tasks to meet tight deadlines, pitching in to assist others with project duties.

• Additionally, was assigned with audits for team.

• While working for KLM Fare Filing have got LOC Award for maintaining accuracy above 99% and productivity above 130%.