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BINAIFER WADIA

Customer Service Expert

EXPERTISE

Product Knowledge

Customer Service

Client Relations

Problem Solving

Customer Satisfaction

Ticket Resolution

Service Excellence

CRM (Customer Relationship

Management)

MS Office Suite

Conflict Resolution

Technical Support

Inbound Calls

Outbound Calls

Quality Assurance

Customer Feedback

SLA Adherence

Technology Savviness

Public Relations

Project Management

Excellent Analytical Abilities

International Business Summits &

Conferences

Relationship Management

Leadership Skills

Accomplished professional with 25 years of extensive experience in the Customer Service field, seeking to leverage expertise in providing exceptional service and support. Proven track record in the healthcare service and telecommunications sectors, with a solid foundation in administration, and relationship management. Recognized for consistently exceeding customer expectations, resolving complex issues, and ensuring client satisfaction. Proficient in multi-channel communication, problem-solving, and adapting to dynamic industry trends. Adept at leading and mentoring teams, managing resources efficiently, and optimizing processes to enhance customer experiences. Demonstrated ability to thrive in fast-paced environments while maintaining a sharp focus on quality and precision. Ready to bring a wealth of knowledge and a commitment to excellence to your organization. SUMMARY

LinkedIn

CONTACT

Contact

Email

Address

PROFESSIONAL EXPERIENCE

Inbound Call Center Rep 04/2019 - Present

BOFA

Provided exceptional customer experiences, swiftly resolving issues like fund and wire transfers, showcasing expertise in wire transfers, and displaying exceptional empathy, particularly for elderly clients navigating online login challenges.

Expertly facilitated password resets, ensuring seamless account access for elderly clients; received commendable feedback for fostering enduring client-bank relationships through outstanding service, while consistently excelling in proactive digital offerings.

Effectively managed charge disputes, facilitated new debit card orders, and expedited deliveries upon client requests.

Successfully encouraged and facilitated client enrollment in the Preferred Rewards Program, consistently achieving high performance in this area.

Meticulously followed the "Words Matter" call flow, including warm greetings, expressing gratitude for client loyalty, addressing concerns, ensuring they reached the right person, delivering effective issue resolution, and concluding with a thorough call recap and survey request.

Job Role M/Y - M/Y

IBC BANK

Effectively leading client account openings with in-depth knowledge of IBC's offerings, playing a pivotal role in the smooth operation of banking center procedures.

Implementing effective strategies to consistently generate high-quality leads, contributing to the expansion and growth of the client base.

Demonstrating exceptional skills in calming irate clients, turning challenging situations into opportunities for positive engagement and resolution.

Conducting proactive calls to clients, presenting IBC products with a persuasive and informed approach, resulting in increased product adoption.

Going beyond traditional methods by personally visiting clients when necessary, providing in-depth explanations of the benefits associated with opening an account with IBC.

Kindergarten School Teacher 2006 - 2010

Growing Years

Sparked children's imagination, nurtured artistic talents, and instilled a love for learning through engaging drawing, singing, and creative projects.

Harnessed the power of music to facilitate meaningful connections between children and various educational subjects.

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EDUCATION

Bachelor of Arts; Major: History

University, Bombay

Schooling Alexandra High School,

Bombay

Seamlessly combined reading, language arts, social studies, and science into an interconnected learning experience, optimizing hands-on, interactive environments.

Designed diverse, engaging lesson plans with age-appropriate materials, leveraging children's natural affinity for music and imagination to cultivate enthusiasm and create captivating learning adventures across various educational settings.

Connected children to the learning process through familiar cartoon characters in various educational materials and activities.

COURSES

Travel & Tourism Course IITC -

Bombay

Airhostess Course Polytechnic-

Bombay

Receptionist Salon 2006 - 2010

LETA

Provide exceptional customer service, manage client data, appointments, and invoices efficiently, and maintain a well-organized salon environment.

Demonstrate excellent communication skills and prioritize tasks while managing a comprehensive client database and handling various responsibilities.

Take on the role of an office administrator, exhibiting impeccable telephone etiquette and proficiency with office technology.

Perform administrative duties, including cash transactions, filing, and supply procurement, while efficiently managing mail and courier services. EA to General Manager 2003 - 2005

Channel 4 Networks, UAE, Dubai

Led the ticket sales and administrative support functions for WChannel 4 Networks UAE, the top Radio FM Network with three radio stations (English, Arabic, Hindi) and one TV station (Arabic).

Formulated and executed a comprehensive ticket sales strategy, boosting revenue and enhancing division performance.

Orchestrated marketing communications to elevate brand and event visibility, resulting in heightened recognition and attendance.

Fostered relationships with key accounts and maintained direct contact with decision-makers like Agency Sales Head.

Successfully organized and managed 12 major live events in the UAE, including high- profile concerts and performances.

Notable achievements include "Dil Chata Hai," "Instant Bandish," "A.R. Rahman Live,"

"Desert Fusion," "Temptations," "Instant Jalwa," "The Graduate," "The Russian State Ballet," and a remarkable "Me Bank - Fly To The IIFA Awards Promotion."

The "Me Bank-Fly To The IIFA Awards Promotion" involved an innovative competition, with 18 fortunate winners flown to Amsterdam to witness the prestigious IIFA Awards, delivering an exceptional promotional campaign for our client, Me Bank. Manager Public/Artiste Relations 1998 - 2003

Tower of Power

Led talent recruitment and executed a customer-tailored business development strategy, resulting in over 40 successful concerts and strong client collaborations.

Executed dynamic marketing promotions, events, and product launches for top companies, including Coke, Shaw Wallace, Pepsi, London Pilsner, Lee Jeans, Raymond's Menswear, Charms, Seagram's, UB Group, BPL, Zee TV, Channel V, and B4U Music.

Managed the operations as a Studio Manager at Power Station Digital Recording Studios in Bombay from 1995 to 1998, overseeing various clients, including film production houses and corporate giants.

Responsibilities encompassed efficient studio bookings, billing, and coordination of voice artist bookings, while successfully supervising a team of four technicians and four service staff to maintain exceptional service quality and client satisfaction. Assistant 1994 - 1995

Power Productions

As a novice, learned various aspects of the digital recording studio, including artiste bookings, staff management, and preparing final recordings for client collection.

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