Shehla Fatima
PUNE
Summary
Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
18
18
years of professional experience
Work History
Senior Customer Care Advisor
Tech Mahindra
Pune
2024.08 - 2024.10
- Provided timely and accurate responses to customer inquiries and requests.
- Resolved customer complaints in a professional manner, ensuring customer satisfaction.
- Developed strategies to improve customer service processes and procedures.
- Monitored the performance of customer care representatives, providing feedback and coaching as needed.
- Maintained records of all customer interactions and transactions, including details of inquiries, complaints, comments, and actions taken.
- Conducted training sessions for new customer care representatives.
- Collaborated with other departments to resolve complex issues related to customer service operations.
- Assisted in developing policies that would enhance the overall quality of customer service provided by the organization.
Process Specialist
Infosys BPM
Pune
2023.09 - 2024.06
- Developed and implemented process initiatives to optimize operations.
- Provided technical support to other departments within the organization.
- Generated performance reports on process efficiency and effectiveness.
- Performed data analysis to identify trends, problems and solutions.
- Implemented changes to existing procedures as required by management.
- Collaborated with cross-functional teams to develop innovative solutions.
- Resolved complex issues related to process development and implementation.
- Reviewed customer requirements to ensure accuracy of product specifications.
- Identified opportunities for cost savings through streamlining operations.
- Documented operational procedures, workflows and best practices.
Senior Customer Financial Advisor
HSBC Financial Services
Hyderabad
2022.05 - 2022.10
- Developed financial plans and strategies tailored to clients' individual needs.
- Conducted detailed analysis of clients' current financial situation, including risk assessment, cash flow management, and retirement planning.
- Analyzed potential investments such as stocks, bonds, mutual funds, real estate and insurance products for clients.
- Prepared quarterly performance reports for existing clients detailing the progress of their investments over time.
- Maintained accurate records of all client interactions and transactions in accordance with company policy and regulatory requirements.
- Communicated regularly with clients via phone, email, or video conferencing regarding their financial matters.
Senior Associate (Brand -A1)
EXL Services Pvt Ltd
PUNE
2021.12 - 2022.05
Senior Customer Care Advisor
CAPTIA India Pvt Ltd
Pune
2015.05 - 2019.03
Senior Customer Care Officer
Convergys Pvt Ltd.
PUNE
2011.01 - 2011.07
Customer Care Officer
Concentrix Solution Pvt Ltd
PUNE
2007.01 - 2010.05
Education
Bachelor of Arts -
Dr.Baba Saheb Ambedkar Marathwada University
Aurangabad2003-01
XII Maharashtra State Board -
Aurangabad College For Women
Aurangabad2000-01
Skills
- Call Centre Operations
- Call volume forecasting
- Customer Delight
- Inbound Calls
Timeline
Senior Customer Care Advisor
Tech Mahindra
2024.08 - 2024.10
Process Specialist
Infosys BPM
2023.09 - 2024.06
Senior Customer Financial Advisor
HSBC Financial Services
2022.05 - 2022.10
Senior Associate (Brand -A1)
EXL Services Pvt Ltd
2021.12 - 2022.05
Senior Customer Care Advisor
CAPTIA India Pvt Ltd
2015.05 - 2019.03
Senior Customer Care Officer
Convergys Pvt Ltd.
2011.01 - 2011.07
Customer Care Officer
Concentrix Solution Pvt Ltd
2007.01 - 2010.05
Bachelor of Arts -
Dr.Baba Saheb Ambedkar Marathwada University
XII Maharashtra State Board -
Aurangabad College For Women