Customer Care Information Security

RESUME

Shafeeq Ur Rahman,

Dooravani Nagar, E-Mail: *******.***@*****.***

Tin Factory, Bangalore - 16 Contact #: +919*********

Objective

To pursue a challenging and an exciting career in an industry, where I can leverage my skills to grow along with the company while being resourceful, innovative and flexible.

Educational Qualification

Discipline

School/college

Board / University

Year of Passing

Aggregate %

BCA

Adarsha college of Management

Bangalore university

2011

71.86%

XII

Govt. Junior P U College

D P U E

2008

48.7%

X

St Anne’s High School

K S E E B

2005

65.42%

Work Experience

Organization 1: Concentrix Daksh Pvt. Ltd. (Sept 2011 to Apr 2015)

Designation: Senior Customer Care Practitioner

Roles and Responsibilities:

Handling customers complaint regards mortgages, loans and credit cards effectively.

Maintaining excel spread-sheets to track the status of the complaints.

Creating and generating weekly and monthly reports as per client’s requirements.

Conducting real time check to ensure that the process map and guidelines are followed effectively.

Action plans for any improvement area in the process to achieve quality target for the month.

Supporting to new hires in terms of meeting numbers with the quality as per the SLA.

Taken initiative on allocation of work which save time, avoids compliance and helps to complete the work within the stipulated time.

Handling escalations and sharing proper feed back to the agents.

Providing the floor support and sharing the best practices to drive the production.

Conducting the buddy checks and refresher trainings to ensure that there is no process knowledge gap.

Achievements: Best performer for Q2 2012 and Q1 2013, Awarded as the Gem performer for the year 2014 and 2015.

Organization 2: Xchanging Technologies India Pvt Ltd.

Designation: Advanced Associate

Job Profile: Claim Technician for Lloyds Claim Office

Roles and Responsibilities:

Operates client system and processes routine insurance tasks and activities for clients with minimal supervision. Follows established procedures and meets quality, quantity, and timeliness standards and information security requirements.

Reports problems promptly to supervisor and takes initiative to find solutions.

Interacts with co-workers and supervisors to meet client needs in a timely manner.

Demonstrates functional excellence.

Uses email to communicate with clients and responds promptly to client requests. Composes emails that are clear, polite, and well organized.

Analyzes the root cause of processing problems and keeps team and supervisor, and client informed of issues and solutions.

Organization 3: Altisource Business Solutions Pvt Ltd.

Designation: Associate Assurant Operations

Roles and Responsibilities:

Analyzing the loan details with master policy terms and conditions to determine violations if any.

Verify and enter customer credit data from a verity of sources into database.

Extract and interpret information to determine correct input procedure.

Maintaining the Quality and Quantity standards up to the Benchmark.

Preparation of Quality and Production details.

Ensuring to complete daily workflow within TAT with accuracy.

Coordinating with clients through Emails.

Technical Proficiency

Programming Languages

C Programming, Java

Operating Systems

Windows 98/2000/XP/Vista/7/8

Applications

HTML, VB 6.0

EXTRA CURRICULAR ACTIVITIES

Actively participated in chintana science exam in High school and got Second prize 2003.

Participated actively in Inter College Quiz competition and won first prize-2008.

Participated actively in Leadership skills and achieved a certificate.

STRENGTHS

Quick Learner

Team Player

Dedicated & Hardworking

Good analytical and communication Skills

Project Work

Letter automation Tool: At Concentrix, we designed a tool using Windows Excel Macros that automates the editing process of the received letters and saves them as MS Word file in a particular folder.

Declaration

I hereby declare that the information provided above is true to the best of my knowledge and belief and I can show the document whenever required.

Place: Bangalore

Yours Faithfully,

Date: (Shafeeq Ur Rahman)

Contact this candidate