Zubeda Shaikh
Pune
Summary
Dynamic professional with a strong foundation in customer service support. Facilitates effective communication and collaboration across teams, enhancing workflow and client engagement. Committed to delivering exceptional customer service and driving operational success.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Senior Analyst - Service Support Management
Gallagher
Pune, Maharashtra
11.2025 - Current
- Followed up with clients on bind requests, pending information, and implemented inspection report recommendations.
- Ensure all documents/information available in the file for policy servicing teams
- Coordinated various administrative tasks to support workflow in the underwriting department.
- Collected information from stakeholders for underwriting and binding accounts/policies.
- Bound policies in carrier and agency management system, invoiced, and delivered to clients.
Lead Associate
WNS
Pune, Maharashtra
01.2016 - 10.2025
- Trained, coached and mentored consultants to increase team productivity
- Monitored staff performance and developed improvement plans.
- Delivered training programmes, ensuring adherence to timeframes and enhancing staff readiness.
- Developed and delivered engaging training sessions for new employees, focusing on company policies and procedures.
- Facilitated training sessions for junior staff, improving their understanding and skills.
- Reviewed and processed workers compensation claims, ensuring accuracy and compliance with regulations.
- Conducted regular audits on payment processes, identifying areas for improvement and implementing corrective actions.
- Analysed reports of claims, payments and settlements to validate compliance with terms of policy or procedure.
- Assisted customers with policy changes, effectively managing additions, deletions, and amendments to coverage.
Senior Associate
Mphasis
Pune, Maharashtra
11.2012 - 05.2014
- Managed high volume of customer calls, efficiently handling inquiries and resolving issues to maintain customer satisfaction.
- Boosted customer satisfaction through friendly, helpful, and informative service interactions.
- Delivered service by actively listening to customer needs and providing tailored solutions, enhancing overall customer experience.
- Documented all customer interactions, feedback, and resolutions in system for quality assurance purposes.
Senior Associate
Wipro
Pune, Maharashtra
01.2010 - 11.2012
- Guided clients in selecting ideal holidays tailored to needs and budget.
- Managed modifications, cancellations, and special requests to maximise customer satisfaction.
- Advised customers on flight enquiries, confirmed reservations, ensuring optimal travel options.
- Received incoming reservations enquiries and updated existing bookings in line with established policies and procedures.
- Provided detailed information about facilities, services, and local attractions to enhance guest experience.
Education
B.Com -
Vinayaka Mission Sikkim University
Sikkim01-2018
Skills
- Customer relationship management
- Performance management
- Process improvement
- Employee training
- Customer service
- Attention to detail
- Microsoft Office
Languages
English: C2 Proficient
Hindi: C2 Proficient
Marathi: B2 Upper Intermediate
Projects
- Successfully completed Duplicate Payment Reduction and Recovery project along with the onshore project team
- Implemented change in the process to reduce the number of claims re-assignment
- Travelled to Philippines for the Knowledge Transfer and handled process transition.
Certification
- Successfully completed beginner - level Fundamental Payroll Certification course from Udemy.
Timeline
Senior Analyst - Service Support Management
Gallagher
11.2025 - Current
Lead Associate
WNS
01.2016 - 10.2025
Senior Associate
Mphasis
11.2012 - 05.2014
Senior Associate
Wipro
01.2010 - 11.2012
B.Com -
Vinayaka Mission Sikkim University