Summary
Overview
Work History
Education
Skills
Timeline
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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
08.2024 - 10.2024
  • 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
09.2023 - 06.2024
  • 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
05.2022 - 10.2022
  • 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
12.2021 - 05.2022

Senior Customer Care Advisor

CAPTIA India Pvt Ltd
Pune
05.2015 - 03.2019

Senior Customer Care Officer

Convergys Pvt Ltd.
PUNE
01.2011 - 07.2011

Customer Care Officer

Concentrix Solution Pvt Ltd
PUNE
01.2007 - 05.2010

Education

Bachelor of Arts -

Dr.Baba Saheb Ambedkar Marathwada University
Aurangabad
01-2003

XII Maharashtra State Board -

Aurangabad College For Women
Aurangabad
01-2000

Skills

  • Call Centre Operations
  • Call volume forecasting
  • Customer Delight
  • Inbound Calls

Timeline

Senior Customer Care Advisor

Tech Mahindra
08.2024 - 10.2024

Process Specialist

Infosys BPM
09.2023 - 06.2024

Senior Customer Financial Advisor

HSBC Financial Services
05.2022 - 10.2022

Senior Associate (Brand -A1)

EXL Services Pvt Ltd
12.2021 - 05.2022

Senior Customer Care Advisor

CAPTIA India Pvt Ltd
05.2015 - 03.2019

Senior Customer Care Officer

Convergys Pvt Ltd.
01.2011 - 07.2011

Customer Care Officer

Concentrix Solution Pvt Ltd
01.2007 - 05.2010

Bachelor of Arts -

Dr.Baba Saheb Ambedkar Marathwada University

XII Maharashtra State Board -

Aurangabad College For Women

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Shehla Fatima