Chandbi Salahuddin Shaikh

ad2ooi@r.postjobfree.com

+91-720*******

Professional Summary

Strong leader and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. With 9years of experience proficient in using independent decision-making skills, Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Skills _

• Escalation Handling. • Digital Banking Platforms.

• Root Cause Analysis. • Technical Support.

• Customer Engagement. • Workforce Management.

• Leadership Quality. • Operation Management.

• Expense Tracking.

• Analytical Skill.

• Social Media Management.

• Customer Relationship

Management (CRM) Software.

• Financial analysis and decision-

making.

• Strategic Planning.

• Email Marketing.

• Help Desk Ticketing system.

• Multi-Channel Support.

• BFSI Expertise.

• Banking regulations and

procedures.

Work History Designation--- Manager CLIENT SERVICE OFFICER--HNW:-

Leading a team of client services professionals, offering guidance, and fostering a culture of continuous learning.

Providing courteous and professional support to customer via various communication channels (Phone, Email, Chat) to help resolve product related inquiries, issues and concerns.

Addressing escalated matters concerning investment accounts, portfolio management, and high-net-worth client services, also handling social media escalations.

Handling escalated matters that couldn’t be resolved at the initial customer service level.

Developing and implementing effective sales strategies to drive revenue growth.

Diagnose and troubleshoot technical issues with IT products, guiding customers through steps by step solutions, and escalating complex issues as needed.

Committed to upholding and exceeding quality control standards, ensuring precision and excellence in every aspect of work.

Demonstrates strong analytical skills through precise data analysis and strategic problem- solving.

Leading the client onboarding process and educating people about digital tools for wealth management.

Committed to upholding and exceeding quality control standards, ensuring precision and excellence in every aspect of work.

Ensuring compliance with all relevant laws and regulations in wealth management, staying abreast of industry changes.

Collaborating with technical teams to integrate the latest advancements into digital wealth management platforms.

Thrives in a dynamic team environment, contributing actively to collaborative initiatives Organization--- HDFC Bank Ltd. [From-2nd Feb 2021 Till Today] and fostering a positive team spirit.

Organization JetSynthesys Pvt. Ltd. [From-9thDec 2019 Till 31st Jan 2021.] Designation Senior Customer Support Executive :-

• Process I : ThinkRight.me:

• Managing Inbound /outbound calls, reviewing and answering Play Store and App Store Reviews.

• Analyzing and monitoring customer Problems, escalating unresolved queries to respective departments for accurate redressal.

• Handling Social Media Escalations queries and complaints coordinating with backend to resolve queries.

• Handling each & every email and answers all the queries within 24hours.

• Maintaining reports/tracker & providing daily issue summary report to the whole team.

• Taking appropriate and timely follow-ups wherever required.

• Maintaining professionalism, and confidentiality when resolving escalated customer issues.

• Maintaining fruitful relationship with existing customers.

• Maintaining records of all the issues and interactions.

• Taking feedback from the customers by calling them or by sending an emails.

• Helping in arranging a webinar with spiritual gurus.

• Collecting customer feedback and derive action items and execute them to customer satisfaction.

• Follow up with the customers to ensure that the complaints/queries are processed in given TAT’s.

• Process II : 100MB:

• Managing each and every emails.

• Coordinating with the customers to ensure that the winning match prize amount is efficiently processed or not.

• Handling Escalations.

• Responsible for maintaining TAT for all the queries.

• Resolving complaints related to winning amount.

• Reviewing and answering Play Store and App Store issues. Organization Bonvive India Limited. [15th September,2018 Till 6th December 2019] Designation Senior Customer Relationship Executive:-

• Heading the Team of 10 members.

• Handling escalation queries via Calls, Emails and Chat.

• On boarding the doctors, assisting the customer as per their query. And providing first call resolutions.

• Managing inbound/ outbound voice process /Chat & customer service inquiry.

• Keeping records of customer interactions, transactions, comments and complaints.

• Conducting customer/user satisfaction call-backs/surveys.

• Cold Calling doctors and patient/ customer from given data.

• Providing proper information to the doctors with regards to the application and onboarding procedure.

• Getting business by explaining and convincing doctors and patient/customers. Organization ICICI Lombard General Insurance Company. Designation- Senior Customer Relationship Manager [From 10th Aug 2016 Till 24th Aug 2018]

• Handling escalation, working on customer’s service requests/complaint communicating with backend to resolve the queries, resolving the complaint within given TAT, and communicating the resolution to customer via email or via verbal communication. Professionally answering a high volume of calls.

• Resolving the Customers concerns/ requirements by gathering/recording an appropriate level of information to determine the nature of the query/request and action required. Processing each call / mail / chat in accordance with IL standards.

• Understand and handling irate customers, smoothly operating telephone equipment, automatic dialing systems, and other telecommunications technologies and all applications.

• Resolving customer queries on chat, taking 5 chats at a time, politely communicating with the customer and providing first call resolution on chat with no grammar mistake. (Typing speed 56 W.P.M 96% accuracy).

• Smoothly operating telephone equipment, automatic dialing systems.

• Handling escalated calls related to Insurance claim settlement by coordinating with the TPA team.

• Generating the claim under UCV and forwarding same to claim settlement department. Organization Hinduja Global Solution. [9th December 2014 Till 29th Feb 2016] Designation Customer Care Executive :-

• Answering queries and assisting customers through Live chat by using CRM.

(3chats at a time)

• Provides exceptional professional customer service to clients via phone and email.

• Answering large amount of incoming calls.

• Investigating and resolving customer inquiries and complaints in a timely and empathetic manner related to Vodafone service, billing related.

• Retaining the customer by giving them a better post-paid or prepaid plan.

• Providing accurate and timely information by fully investigating all customer queries, using all equipment and application (CRM software & Talisma) to ensure that incidents and problem are resolved efficiently and within SLA.

• Forwarding information effectively, of direct customer request/ issues/ questions/ complaints to the relevant teams for action.(For e.g. : To activate the service, To solve billing issue and to apply discount on the bills)

• Solving the customers issue related to network or internet speed or voice issues. IT Skills:-

Proficient in MS Word, PowerPoint and Excel(VLOOKUP, HLOOKUP, Pivot tables, data tables) Personal Profile:-

Education :

Graduation in Commerce studies -Mumbai University

of Mumbai, India.- Year-2014.

Certification :

NISM – VA Mutual Fund Exam 2022.

IRDA Insurance Exam 2014.

Diploma in computers. 2014.

Date of Birth : 28/07/1993

Language Known:- English, Hindi, Marathi, & Urdu

Nationality : Indian

Marital Status: Single.

Contact this candidate