SHAHNAAN SHAIKH
Customer Service Executive
Mumbai
Summary
Dedicated professional with a proven track record at JP Morgan Chase & Company, enhancing customer satisfaction and streamlining issue resolution. Excelled in customer relationship management and technical support, demonstrating exceptional emotional intelligence and teamwork. Achieved a significant promotion by reducing team errors and improving service efficiency, embodying dedication to excellence and client loyalty.
Overview
6
6
years of professional experience
2
2
Languages
Work History
Customer Service Executive
JP Morgan Chase & Company
08.2021 - 10.2024
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Managed high volume of inbound calls while maintaining a professional demeanor and ensuring timely resolution of issues.
- Reduced average call time through efficient problem-solving skills without sacrificing quality of service provided.
- Got promoted to Accounts Specialist 2 by taking additional tasks such as preparing huddle charts, sharing process updates, evaluating quality errors of the team and minimizing overall errors for the team, preparing minutes of the meet after every team huddle.
Customer Relations Advisor
Tech Mahindra Business Services
01.2020 - 08.2021
- Worked as a Technical Support Specialist for National Broadband Network for Australian Internet service provider (Vodafone).
- Maintained, tracked and trended data for monthly reporting.
- Streamlined the complaint resolution process for increased efficiency and improved response times.
- Retained valuable clients by providing timely and effective resolution to their concerns, leading to increased customer loyalty and repeat business.
- Boosted company reputation by consistently providing exceptional customer service and support.
Senior Customer Service Executive
Teleperformance
09.2018 - 10.2019
- Worked for Barclays Bank as complaints resolution specialist for retail, Credit Card, Reward Ponts management.
- Answered multi-line phones and used active listening skills to assess client's issues and challenges.
- Improved customer satisfaction by addressing and resolving complex customer inquiries promptly and accurately.
- Managed escalated customer issues with diplomacy and professionalism, often turning challenging situations into positive outcomes.
Education
High School Diploma -
Mumbai, India 04.2001 -
Secondary School Certificate -
St. Annes High School
Mumbai, India 04.2001 -
Skills
- Customer Relationship Management
- Issue Escalation and resolution
- Technical Skills and Computer Skills
- Active Listening
- Emotional Intelligence
- Teamwork and Team Development
- Time Management
Accomplishments
- Mentored new customer service representatives in telephone etiquette and problem solving skills, improving their overall confidence and enabling them to begin taking calls within days of hire.
- Received Ace Award for being the top performer for the Quarter in AHT CSAT QUALITY and ADHERENCE across the floor.
Swimming and Adventure Sports
Any kind of Sports be it swimming or any adventure sports is not just a recreational activity it is highly competitive it demands willingness, dedication,Skills and determination and to top it up it can be done individually and also require team effort hence it shows true nature of working as a team
Timeline
Customer Service Executive
JP Morgan Chase & Company
08.2021 - 10.2024
Customer Relations Advisor
Tech Mahindra Business Services
01.2020 - 08.2021
Senior Customer Service Executive
Teleperformance
09.2018 - 10.2019
High School Diploma -
04.2001 -
Secondary School Certificate -
St. Annes High School
04.2001 -
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