Zikriya Nikhath
Al Nahda Damascus Street 3
Summary
Highly educated senior representative with excellent skills in Customer Service and Sales Professional.
Experienced in providing exceptional customer service within both banking and e-commerce sectors. Adept at handling a variety of customer transactions, offering tailored solutions, and driving sales. Demonstrated expertise in promoting financial products, resolving issues, and fostering strong customer relationships.
Key Skills:
- Banking Transactions & Account Management.
- Digital Banking Support (Mobile/Online Platforms).
- Credit Card Sales & Financial Product Recommendations.
- Customer Query Resolution & Problem Solving.
- Customer Relationship Building & Retention.
- Sales Target Achievement & Reporting.
- Process Compliance & Regulatory Adherence.
- Multichannel Support (Phone, Email, Chat).
- CRM System Documentation & Feedback Management.
Overview
3
3
years of professional experience
Work History
Senior Representative
Concentrix Daksh India Private Limited
Bangalore
10.2022 - 05.2024
- Assisted customers with a variety of banking transactions such as account inquiries, payments, deposits, withdrawals, and account maintenance.
- Guided customers through the use of HSBC’s digital banking services, including mobile and online banking platforms.
- Handled customer queries and resolve issues effectively, such as transaction errors, account discrepancies, or blocked accounts.
- Provided first-line support and escalate more complex issues to the relevant teams when necessary.
- Identified opportunities to recommend HSBC products and services that meet the customer’s needs, such as savings accounts, credit cards, loans, and insurance.
- Explained the benefits and features of HSBC offerings to enhance customer experience and satisfaction.
- Adhered to HSBC’s policies, procedures, and regulatory standards to ensure customer information is handled securely and transactions are compliant with UK banking regulations.
- Create positive and lasting relationships with customers by demonstrating a professional, empathetic, and solutions-focused approach.
- Gather feedback from customers to improve the overall banking experience.
- Advised customers on how best to use their credit cards responsibly while minimizing debt levels.
- Prepared regular reports on sales activities such as number of applications processed, approval rate.
- Responded to inquiries from customers regarding credit card terms and conditions.
- Promote credit card products actively to customers, over the phone.
- Explain features, benefits, terms, and fees of different credit card offerings to potential clients.
- Understand customer financial profiles to suggest suitable credit card options based on their spending habits, credit score, and needs.
- Identify and reach out to leads, aiming to convert them into customers.
- Meet or exceed monthly or quarterly sales targets set by the company.
- Complete all necessary paperwork for credit card applications and assist customers through the approval process.
- Address customer inquiries, troubleshoot issues, and resolve complaints regarding card usage.
DBOR
Alorica India Private Limited
Bangalore
02.2021 - 08.2022
- Assisted customers with inquiries and issues related to orders, deliveries, refunds, or account management through chat, phone, and email.
- Provided real-time support to ensure timely resolutions and a seamless experience.
- Addressed and resolve delivery problems, such as late deliveries, incorrect orders, or missing items.
- Coordinated with delivery drivers (Dashers) and restaurants to resolve customer concerns efficiently.
- Explained company policies and procedures clearly and professionally to customers.
- Ensured all communications align with DoorDash’s brand voice and tone, maintaining professionalism and empathy.
- Accurately documented customer interactions, issues, and resolutions in the company’s CRM system.
- Offered solutions to enhance customer satisfaction, such as account credits, recommendations, or service improvements.
Education
Bachelor of Science - Bachelor of Computer Applications
Global Virtual Academy For Peace And Education
Bangalore, India05-2021
Some College (No Degree) - PCMB
AMS Composite PU College
Bangalore, India03-2018
Some College (No Degree) - SSLC
St. Charles English High School
Bangalore, India04-2015
Skills
- Multichannel Support (Chat, Email, Phone)
- CRM proficiency
- Telephone etiquette
- Relationship building
- Performance analysis
- Customer rapport
- Client relationship building
- Customer support
- Refunds processing
- Multitasking capacity
- Adaptability
Languages
English
Advanced
C1
Urdu
Proficient
C2
Hindi
Proficient
C2
Kannada
Proficient
C2
Personal Details
- Date of Birth: 20 February 2000
- Nationality: Indian
- Religion: Islam
- Gender: Female
- Marital Status: Unmarried
- Passport Number: C6234344
- VISA Status: Visit Visa (Valid Until 13 February 2025)
Timeline
Senior Representative
Concentrix Daksh India Private Limited
10.2022 - 05.2024
DBOR
Alorica India Private Limited
02.2021 - 08.2022
Bachelor of Science - Bachelor of Computer Applications
Global Virtual Academy For Peace And Education
Some College (No Degree) - PCMB
AMS Composite PU College
Some College (No Degree) - SSLC
St. Charles English High School