Avez Shaikh
Senior Manager Customer Service
Pune
Summary
.
A customer service professional who consistently upholds high standards and values results. Proven track record in leading teams to deliver exceptional service and resolve customer concerns effectively. Reliable team player who adapts to changing needs and drives collaborative success. Skilled in conflict resolution and process improvement.
Overview
8
8
years of professional experience
15
15
years of post-secondary education
4
4
Languages
Work History
Senior Customer Service Manager
NielsenIQ India Pvt Ltd
02.2025 - Current
- Enhanced customer satisfaction ratings by resolving technical, account issues efficiently.
- Conducted regular performance reviews of team members, identifying opportunities for growth and development.
- Fostered a culture of continuous learning within the team by organizing skill-building workshops and seminars.
- Collaborated with cross-functional teams to implement new strategies and improve customer experience.
- Expertly managed escalated issues through effective communication strategies leading to swift resolutions.
Customer Service Manager
NielsenIQ India Pvt Ltd
07.2023 - 02.2025
- Consistently review customer success metrics related to data and reports services; manage and improve customer satisfaction on solution / service provided.
- Responsible for collecting Voice of Customer (VoC) in case of escalations and tickets exceeding SLA TAT/ quality escapes. Train task tracing and other customer issues towards right owners for resolution.
- Support in servicing efficiencies through planning and execution of client engagement model in order to attain acceptable client (NPS) satisfaction scores.
- Accountable for maintaining and reinforcing our relationship with key stakeholders with the development of a solid key stakeholder plan.
- Identify emerging Customer queries and quality trends and flag areas of improvement.
- Delivering database and reports as per customer contractual terms, against stipulated success criteria and tracking mechanisms, aligning with customer on ways of working, and defining servicing elements of Joint Business Plan.
- Responsible for set of a cluster of markets for the assigned workstream.
- Work with director in setting objectives and KPIs, performance reviews, feedback, and career mentoring.
Team Leader
iResearch Services
04.2022 - 07.2023
- Getting interviews done: Online, Telephonic and web – based interviews for various industry-specific projects in IT, Finance, Investment, Telecommunication, Energy, FMCGand Retail vertical across US, EMEA & APAC regions.
- Experience and Expertise in summarizing, analyzing, and reporting project data to the client.
- Client Servicing & Vendor management: Assuring the best quality of data for the client,meeting all timelines, and building client relations.
- To make sure Vendor achieves all the timelines and managing and updating them to meet the entire quota Secondary Data extraction: Identifying the best sources of data, extractinginformation from the sources, including paid databases, publications from analyst reports and from company reports and websites.
- Data Quality Check: Quality checking of data collected by the team.
- Frame and review the research deliverable and enhance the final product quality. Understanding the project requirement; collect, organize, analyses and synthesizing relevant data using appropriate analytical frameworks and methodologies to generate project-specific insights; coordinate with team members and communicate the end products in the required format to the client.
- Work on common client requests including comprehensive market research/report analyzing industries, sectors, countries, and companies (including detailed company reports with SWOT analysis and strategies), short company briefs.
Assistant Team Leader
iResearch Services
09.2020 - 04.2022
- Communicating with the client and coordinating for the study throughout the Project life cycle.
- Preparing project plans and feasibility check for the studies proposed by the clients.
- Planning the field, allocation of resources and team setup
- Handling key accounts and generating revenue for the company
- Training the field and coordinating for the complete fieldwork.
- Coordination with all functional departments
- Analyzing the data and preparing the Final Report and communicating with client
- End to end project cycle, Ensuring team target achievement, Client reporting, various data quality checks, Supervisory calls.
- Monitoring and responsible for team SLA’s
- People Management and discipline within the team. Motivating team.
- Ensuring schedule adherence by team members
- Understanding project description in Kick-off Call & daily Reporting to Client
- Panel member’s generation for the Organization
- Responsible for Project Trainings.
- Quality Checks.
Senior Data quality Analyst
iResearch Services
04.2019 - 08.2020
- Handling the team of Research Associates (according to project requirement) and managing various projects from the ground level till final deliverable
- Coordinating for the study throughout the Project Life Cycle.
- Preparing project plans and feasibility check for the studies proposed by the clients.
- Planning the field, allocation of resources and team setup.
- Training the field and coordinating for the complete fieldwork.
- Coordination with all functional departments.
- Analyzing the data and preparing the Final Report.
Data Quality Analyst
iResearch Services
07.2017 - 04.2019
- Data Analysis of various research projects (Quantitative and Qualitative).
- Proficiency in data analysis, data cleansing and Data monitoring.
- Conducting data validation to meet the product requirements.
- Statistical Analysis.
Education
MBA - Marketing
Sinhgad Institute of Business Administration And Research
Pune, India 01.2012 - 01.2014
Computer Applications Development
Abeda Inamdar Senior College
Pune, India 04.2001 - 01.2012
HSC - Accounting And Finance
Dr. D.A. Ohara Junior College
Sangamner, India 01.2008 - 01.2009
SSC - General Studies
D.G.S. Vidyalaya Sangamner
Sangamner, India 01.2007 - 01.2008
Skills
- Research Methodology
- Leadership
- Analytical Bend of mind
- Team Player
- Good written and communication Skills (English)
- Data Analytics
- Client Management
- Vendor Management
- Project Management
- Project Planning, Execution, Delivery
Sales support
Complaint handling
CRM software
Awards
Awards- Winner of the Ace Achiever Award for meeting targets consecutively.
Extracurricular activities
Cricket Swimming Travel
Disclaimer
I hereby declare that all the above information is correct and accurate. I solemnly declare that all the information furnished in this document is free of errors to the best of my knowledge. I hereby declare that all the information contained in this resume is in accordance with facts or truths to my knowledge.
CAREER HIGHLIGHTS
- Customer Service Manager at NielsenIQ
- Team Leader at iResearch services.
- Assistant Team Leader at iResearch services.
- Senior Data Quality Analyst at iResearch services
- Data Quality Analyst at iResearch services
Timeline
Senior Customer Service Manager
NielsenIQ India Pvt Ltd
02.2025 - Current
Customer Service Manager
NielsenIQ India Pvt Ltd
07.2023 - 02.2025
Team Leader
iResearch Services
04.2022 - 07.2023
Assistant Team Leader
iResearch Services
09.2020 - 04.2022
Senior Data quality Analyst
iResearch Services
04.2019 - 08.2020
Data Quality Analyst
iResearch Services
07.2017 - 04.2019
MBA - Marketing
Sinhgad Institute of Business Administration And Research
01.2012 - 01.2014
HSC - Accounting And Finance
Dr. D.A. Ohara Junior College
01.2008 - 01.2009
SSC - General Studies
D.G.S. Vidyalaya Sangamner
01.2007 - 01.2008
Computer Applications Development
Abeda Inamdar Senior College
04.2001 - 01.2012
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