Suhel Anwar Shaikh
Pune
Summary
Detail-oriented and proactive professional with extensive experience in auditing vendor performance, resolving customer complaints, and conducting in-depth investigations into credit card accounts. Skilled in collaborating with cross-functional teams to address customer dissatisfaction and identify the root causes of disputes. Expertise in optimizing operational processes to mitigate potential risks. Proven track record of enhancing business efficiency through innovative solutions, ensuring quality, and honoring commitments. Seeking to contribute expertise in a dynamic environment to drive operational excellence and business growth.
Overview
7
7
years of professional experience
Work History
Operations Support Specialist
CitiCorp Service India Private Limited
Pune
05.2023 - Current
- Investigated and resolved complex customer credit card disputes, including billing errors, unauthorized charges, and reward discrepancies, ensuring prompt and accurate resolutions.
- Conducted in-depth audits of customer accounts to identify root causes, ensuring compliance with internal policies and financial regulations.
- Collaborated with various internal teams, including the Dispute, Legal, and Fraud Investigation teams, to find solutions to customer complaints and ensure proper documentation for customer satisfaction.
- Provided ongoing feedback to vendors regarding the handling of credit card accounts in collections, focusing on customer service, adherence to policies, and resolution of escalated issues.
- Worked with vendors to audit performance, ensure regulatory compliance, and address performance issues, minimizing risks.
Senior Process Trainer
Altruist technologies pvt ltd
Pune
02.2020 - 04.2023
- Provided end-to-end process training, including product training.
- Conducted refresher sessions for on-floor Customer Relation Officers (CROs).
- Delivered training to BQ Advisors.
- Prepared training modules for processes.
- Updated training modules regularly.
- Managed on-the-job training (OJT).
- Conducted Product Knowledge Tests (PKT) for all Lines of Business (LOBs).
- Organized and conducted floor briefings.
- Provided training to PIP advisors.
- Participated in MBR (Monthly Business Review), QBR (Quarterly Business Review), and other client meetings.
- Delivered dynamic training sessions on customer service, soft skills, process training, and refresher training across the enterprise.
- Shared Root Cause Analysis (RCA) based on case audits.
- Provided feedback to agents based on observations of soft skills, and process knowledge.
- I reviewed the performance of the agents.
Customer Relationship Officer
(HGS)Hinduja global solutions
Pune
01.2019 - 01.2020
- Managed all complaint and email management activities.
- I worked as the Acting Team Leader (TL).
- Responsible for KPIs of self and leaders, ensuring that targets are met within the specified timeline.
- Handled the entire pendency process, including sending analysis to clients on various issues.
- Sent emails to the respective SPOCs (Single Points of Contact) for getting timely responses.
- Monitored email TAT (Turnaround Time) assignments and quality on a daily basis.
Education
Masters of Commerce - Banking And Finance
Sinhgad Institute
Lonavala, Maharashtra01-2023
Bachelor of Commerce - Banking And Finance
Sinhgad Institute
Lonavala, Maharashtra01-2018
CBSE, High School - Commerce
Kendriya Vidyalaya
Lonavala, Maharashtra01-2015
Skills
- Customer dispute resolution
- Account auditing
- Regulatory compliance
- Process training delivery
- Vendor performance management
- Service level management
- Risk assessment
- Problem solving
- Analysis and research
- Auditing and compliance
- Cross-department collaboration
- Root cause analysis
- In-depth research skills
- Complaint resolution and process optimization
- Risk mitigation
- Attention to detail
- Microsoft Excel and PowerPoint
Timeline
Operations Support Specialist
CitiCorp Service India Private Limited
05.2023 - Current
Senior Process Trainer
Altruist technologies pvt ltd
02.2020 - 04.2023
Customer Relationship Officer
(HGS)Hinduja global solutions
01.2019 - 01.2020
Masters of Commerce - Banking And Finance
Sinhgad Institute
Bachelor of Commerce - Banking And Finance
Sinhgad Institute
CBSE, High School - Commerce
Kendriya Vidyalaya
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