Zaheer Shaikh
Jogeshwari West Mumbai
Summary
To excel in providing customer service on a long-term career plan and build a sustaining career in an organization. Hardworking employee with customer service, multitasking and time management abilities.
Devoted to giving every customer a positive and memorable experience. Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Senior Manager
ICICI Lombard General Insurance
Vashi Navi Mumbai
03.2020 - Current
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement and mee business targets and SLA.
- Regular brain storming Interactions with respective product SPOC of Motor & Health Business team and CPT team to empower customers and promote digital options for customer.
- Planned and led team meetings to review business results and communicate new and ongoing priorities.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
- Completed thorough opening, closing and shift change functions to maintain operational standards of Roster Management.
- Reviewed completed work to verify consistency, quality and agents performance.
- Assigned as POC for PRISM ME Project which works as Task force team to improve customer experience, moved to automation and reduce calls at contact center by promoting DIY options.
- Reviewing Weekly data and monthly calls trend at Contact Center and identify scope of digital development,
- Presenting individual initiatives to MANCOM & PRISM ME every quarterly.
Deputy Manager
YEs Bank Ltd
Mumbai
03.2015 - 03.2020
- Joined as an Senior Officer - Outbound Contact Center for Virtue Relationship Manager – Savings Portfolio
- Worked closely with customers to understand needs and resolve diverse issues.
- Maintained current understanding of company offerings to better serve customers and team members.
- Was promoted as an Acting Team Leader in the year 2016 and moved to Merchant Acquisition Business – Support Service.
- Co-ordination with different Channel Manager and Zonal Heads for POS Installation and resolving complaints.
- Worked with a team of 15 employees to help each team member carry out accurate sales driven task and work allotted to them as per daily targets.
- Distributed in-depth progress and status reports to management and other respective stakeholders.
- Promoted and Moved to Credit Card Customer Service as Team Leader (Assistant Manager) in the year 2017 to manage credit card service inbound contact center channel.
- Handle prosperity calls, ensure timely closure customer experience, and service request from first level to third level from the contact center itself.
- Moved as a Client Support Officer to business partner Q-Conneqt Business Solutions LTD for an external support and generate revenue from the center and SL Management, achieve monthly cross sales targets, attrition, CC – Quality and control on customer escalations.
- Reviewing Team performance on monthly basis in terms of team shrinkage, occupancy and Quality Scores.
- Ensuring complete adherence of Audit and Compliance policy.
Bussiness Process Associate
TATA CONSULTANCY SERVICES LTD
09.2013 - 01.2015
- Worked as Operations for CITI Bank USD FT Global Investigations
- Managing and Clearing Incorrect Swift or wire transfers received FT Service Portal
- Analyze and Investigate with different terminals to avoid swift rejects
- Co-ordinate with sender correspondent banks or Intermediary bank to complete the process
- Reviewing the transfer process with Zero error and loss to the bussiness.
Education
B.COM -
SMT KamlaMehta College of Commerce
Mumbai10.2009
High School Diploma -
Bombay Cambridge School
Mumbai04.2004
Skills
- Business Performance Management
- Data-Driven Decision-Making
- Sales Channel Analytics
- Cross-Functional Team Leadership
- Work Planning and Prioritization
- Teamwork and Collaboration
- Problem Resolution
- Performance Evaluations
- Project Planning
Certification
Problem Solving Strong Work Ethic Time Management Critical Thinking Handling Pressure Leadership Qualities Higher Secondary Education Versova Welfare Junior College HSC Board – Mumbai Division Year 2006 Versova – Andheri West Degree - B. Com Smt. Kamla Mehta College of Commerce and Science. Year 2009 Versova – Andheri West
Languages
English
First Language
English
Intermediate
B1
Hindi
Upper Intermediate
B2
Accomplishments
- Recognized as Best Quarter 1 TL for the month of April-May-June 2023 for outstanding performance and team contributions ICICI Lombard General Insurance.
- Appointed as POC in PRSIM ME - Data Analyst effective June 2023
- Recognized as Best Quarter 4 TL for the month of Jan-Feb-March 2023 for outstanding performance and team contributions ICICI Lombard General Insurance.
- Recognized as Excellent Performer from June 22 to Dec 2022 for outstanding performance at ICICI Lombard General Insurance.
- Recognized as Best Quarter 4 TL for the month of Jan-Feb-March 2022 for outstanding performance and team contributions ICICI Lombard General Insurance.
Timeline
Senior Manager
ICICI Lombard General Insurance
03.2020 - Current
Deputy Manager
YEs Bank Ltd
03.2015 - 03.2020
Bussiness Process Associate
TATA CONSULTANCY SERVICES LTD
09.2013 - 01.2015
B.COM -
SMT KamlaMehta College of Commerce
High School Diploma -
Bombay Cambridge School
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