Curriculum Vitae of Sana Shaikh

OVERVIEW:

Experience of over 7 years in Customer Service Department. PROFESSIONAL PROFILE

Tech Mahindra Pune – Team Lead (Dec 2014 – Sep 2015)

(Inbound Vodafone Process)

Key Responsibilities

To set goals and influence agents in achieving them their set KPI’s.

Handle queries, inquires, and complaints of customers.

Handling escalations and conducting training for agents.

Install reliable call tracking system and monitor calls of agents.

Provide support and training to agents.

Prepare shifts of team associates and maintain payroll records.

Review performance of agents and recommend promotion.

Controlling Shrinkage & Attritions, Retaining employees.

Conducting Ops interview round for final selection of the employee.

Conducting associates performance reviews daily, weekly & monthly.

(ACHT, C Sat’s, Quality Parameters)

Idea Cellular Ltd. Pune – Sr.Executive (Sept 04 – July 08) Key Responsibilities

Response &Resolution Department:

Production of weekly, monthly, quarterly reports supporting the decisions of Senior Management.

Prepare report for Resolved Complaints & Request Resolution for entire prepaid customer base of Maharashtra & Goa.

E-Mail Communication and briefings.

Resolving customer complaints raised by customer care and through E mails for Prepaid and Postpaid card holders.

Curriculum Vitae of Sana Shaikh

Visiting Idea Showrooms (CCC) for handling & resolving customer grievances for VOC

(voice of customer)

Ensuring Customer retention in case of irate customers and also informing customers about the new promotion/plans there by resulting in sales.

(B) Customer Care

Responsible for providing technical support and building on customer relations through inbound calls.

Ensuring Customer retention in case of irate customers and also informing the customer about the new promotion/plans there by resulting sales.

Acting as interface between the company and customer. Tata Teleservices Ltd – Customer Executive (May 02 – Sept 04) Key Responsibilities

Revenue & Assurance (Collections)

Handling cheque dishonored cases along with the collection agencies for collection of payment.

Visit corporate customers whenever required.

Following up with the customers on daily basis & keeping regular follow-up for collections.

Explaining the customer about his bill and other value added services.

Solving the problem of the customers relating to payments.

Sending weekly and monthly reports

COMPUTER PROFICIENCY:

Efficiency in MS Office (Excel, Word, PowerPoint)

Production of monthly, weekly and daily reports. 2011 Post Graduate Diploma in Business Management (PGDBA) specialization in Human Resource (HR)

2002 Bachelor in Commerce

St Mira’s College Commerce, University of Pune

Name : Sana Parvez Shaikh

Marital Status : Married

Address : 28 Bayshore Road #09-01

The Bayshore

Singapore 469973

Mobile +65 86548394

Email : ac7b4g@r.postjobfree.com

Date of Birth : 26-Feb-1981

Curriculum Vitae of Sana Shaikh

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