Shakira Banu

• Proactively managed portfolio of 150 clients by developing strong partner-focused relationships, ensuring maximum adoption of Tech Hire solutions, and delivering value-add client services.
• Partnered with assigned client as strategic advisor. Designed training plans to support recommended use cases, and engaged with clients to share best practices and education industry trends
• Collaborated with sales and product teams to address customer success objectives.
• Managed client relationships in manner that is focused on proactive engagement, educate clients on Assessment Tools to Hire resources and ensured they are being utilized appropriately
• Secured high level of retention by proactively managing 150 client's health, adoption and achieving success targets.
• Collaborated with other teams to align on account strategy and maximize account renewal opportunities.
• Leveraged and partnered with Client Support, Delivery and Implementation teams to service and support clients ongoing.
• Partnered with product team to incorporate client feedback, use case and unique requirements in support of continuous development of solutions. Drive adaption of new products and features within clients.
• Kept abreast of recruiter market trends and best practices and share learnings with teammates.
• Monitored metrics and developed actionable insights to improve efficiency and performance.
• Acted as trusted client advisor with ability to recommend product features and functions to solve business problems. Regularly demonstrated product features in one-on-one setting.
• Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
• Planned, articulated and executed client development strategies.
• Interpreted client data in order to provide strategic guidance and identify strategy.
• Managed existing client renewals, keeping accounts, information and documents in conformance with compliance standards.
• Contributed to continuous improvement of client success team, as needed or directed, to ensure individual, team, company and client success.

• Managed team of 150 members with 4 team leads for voice & email campaign
• Enhanced data integrity by applying meticulous attention to detail when reviewing and analyzing data maintenance processes.
• Single point of contact between teams and senior management, maintained communication on key deliverables of the process while handling roster management & staffing.
• Responsible for operations & floor management, planning strategies, work force & workflow management. Regularly perform quality checks on work done by new and tenured associates
• Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
• Supervised operations team to support operational excellence and excellent customer service.
• Implemented improved reporting techniques, resulting in performance deficiencies identification.
• Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
• Maintain Frequent Interaction with Line of Business (LOBs) over telephone and email to ensure flawless execution of work and high VOC scores

British Telecom/ Training & Development/ Order Management/ SDEM: INFOSYS
•Had an overall experience of over 8 years.
•Worked in Infosys LTD as a Team Leader for British Telecom, Training & Development- Trainer / Post Invoicing Disputes /Order Management/ Service Delivery Escalation Manager

• Mentored and guided employees to foster proper completion of assigned duties.
• Established open and professional relationships with team members to achieve quick resolutions for various issues.
• Built strong relationships with customers through positive attitude and attentive response.
• Conducted training and mentored team members to promote productivity and commitment to friendly service.
• Setting high standards that exceed stakeholder expectations to delight internal customers
• Tracking weekly proactive backlog analysis for all teams
• Managing global process of Cisco’s Products and Services
• Determine customer service requirements through surveys, focus groups and benchmarking best practices
• Analyze data to identify strategies for improvement of service and productivity
• Resolve escalated customer service issues
• Managing GCC feedbacks by ensuring feedback should be looped into training / Quality/ internal teams to ensure issues should be addressed to targeted audience.
• Managing the communication through WebEx Social Media, through emails, web page & mycisco.com
• Help teams to focus on customer’s experience and work towards reducing negative customer impacts