SHUAIB AHMED

437-***-**** ad3wof@r.postjobfree.com

EXPERIENCE

Senior Representative, Customer Solutions

Synchrony Financial Hyderabad, TL Nov 2021 – Dec 2023

• Trained and onboarded two new team members on the refund process, leveraging in-depth process expertise.

• Examined and analyzed dispute details to ensure precise refund of balance amounts to cardholders, effectively reducing dissatisfaction among cardholders.

• Mitigated potential lawsuits by ensuring proper and meticulous processing of cease & desist cases.

• Applied a problem-solving approach to effectively address and resolve issues within various processes.

• Delivered exceptional customer service by prioritizing the best interests of the cardholders in problem resolution.

Representative, Customer Solutions

Synchrony Financial Hyderabad, TL Apr 2021 – Nov 2021

• Collaborated with process owner to assess and improve process by identifying and analyzing process gaps.

• Demonstrated empathy with cardholders, understanding their concerns and needs.

• Offered precise feedback to teammates, aiding in the accurate identification and resolution of issues.

• Executed precise account maintenance, ensuring accuracy and adherence to established standards.

• Managed multiple reports, consistently meeting or exceeding Service Level Agreements (SLAs). LEADERSHIP

• Conducted floor-walks for 11 new hires, guiding them through the processes and facilitating their learning curve.

• Played a key role in helping newcomers acclimate to the team and gain proficiency in the processes through hands-on support.

• Provided mentorship to underperforming team members, supporting them in enhancing both productivity and quality rankings.

EDUCATION

Bachelor of Business Administration

Specializing in Human Resource Management

Osmania University, Hyderabad, TL

SKILLS

Soft Skills

• Active Listening, Empathy, Resourceful, Organized, Detail Orientated, Problem-Solving, Computer Literate, Interpersonal skills.

Hard Skills

• Microsoft Excel, Word, PowerPoint, Outlook.

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