Tarique Shaikh
Mumbai
Summary
Customer Service Specialist with proven success at Currencies Direct, achieving high First Call Resolution rates and effective communication. Experienced in training teams and consistently meeting sales targets while promoting collaboration and problem-solving. Dedicated to continuous improvement and delivering outstanding customer service.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Customer Service Specialist
Currencies Direct
Mumbai
07.2021 - Current
- Resolved high volumes of inbound calls with a focus on First Call Resolution.
- Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
- Executed a blended communication process, managing emails, chats, and both inbound and outbound calls.
- Conducted comprehensive compliance due diligence while assisting clients in forex trading.
- Completed large deal verifications via phone to ensure accuracy and compliance.
- Educated existing clients on new products and services through outbound calls.
Client Relations Advisor
Tech Mahindra Business Services LTD
Mumbai
07.2016 - 03.2021
- Achieved blended retention and sales targets through effective management of inbound and outbound calls.
- Upgraded existing customers to new contracts while selling insurance, add-ons, and accessories.
- Cross-sold additional contracts to existing customers, meeting multiple KPI targets.
- Managed inbound and outbound campaigns, successfully reaching revenue goals.
- Led a team of 10-14 individuals, providing training in customer retention and sales skills.
- Oversaw new batches, ensuring high performance in achieving targets and KPIs.
- Fostered teamwork by encouraging accountability for individual and team monthly targets.
- Ensured quality standards adherence through daily training and feedback sessions.
Senior Customer Service Executive
Serco Global Services
Mumbai
12.2014 - 05.2015
- Ensured timely resolution of customer issues through effective communication and follow-up.
- Collaborated with colleagues to identify performance gaps and enhance customer service strategies.
- Accessed customer credit reports using social security numbers to clarify errors and fees.
- Complied with fraud regulations while delivering first call resolutions.
- Maintained adherence to average handle time standards while promoting additional services.
Transfer Agent
First Credit Services
06.2014 - 12.2014
- Achieve high-volume targets in terms of revenue collection.
- Maintain a working knowledge of all company policies and procedures, including those related to safety and risk management.
- Meeting AHT (average handle time) targets and adhering to your individual schedule.
- Updated client profiles in the system when necessary to ensure accurate record keeping.
- Contacted customers and explained debt management to encourage timely debt payments.
- Communicated with customers via phone and email regarding outstanding balances.
- Processed payment plans and negotiated settlements with delinquent accounts.
Education
Bachelor's in commerce - Marketing Management
Mumbai University
05-2022
Skills
- Versatility and adaptability
- Effective communication
- Customer service excellence
- Problem solving skills
- Time management
- Leadership abilities
- Decision making
- Team collaboration
- Crisis management
- Quick learning aptitude
- Positive mindset
- Continuous learning focus
- First call resolution expertise
Hobbies and Interests
- Reading
- Travelling
- Sports
Certification
Course from the Legal Compliance and Ethics Center
Personal Information
Timeline
Customer Service Specialist
Currencies Direct
07.2021 - Current
Client Relations Advisor
Tech Mahindra Business Services LTD
07.2016 - 03.2021
Senior Customer Service Executive
Serco Global Services
12.2014 - 05.2015
Transfer Agent
First Credit Services
06.2014 - 12.2014
Bachelor's in commerce - Marketing Management
Mumbai University
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