Social Media Customer

SANAN AFZAL

Mobile: +(91-789*******, 782-***-****

Email: ***********@*****.***

PERSONAL DETAILS

Address: NO.29, 1st Cross, 1st Block, Akshayanagar, TC Palaya Main Road, Rammurthy-Nagar (Post), Bangalore- 560016, Karnataka, India

Gender: Male

Nationality: Indian

Marital Status: Single

Date of Birth: 13-04-1994

CAREER SNAPSHOT

An astute and accomplished professional with over eight years of experience in the entire gamut of Customer Relationship Management, Issue Resolution, Operations Management, and other diversified verticals

Operations Efficiency Specialist with sound expertise in strategy formulation and execution, large and complex program planning and execution, operations setup, and delivery for various projects

Hands-on experience in developing customer satisfaction goals and coordinating with the team to meet them on a steady basis; strong understanding of customers' business model

Dexterous in developing, analyzing, and evaluating information involving the research of computerized records by accessing multiple online/database systems

Skilled in monitoring the delivery of high-quality customer experience, elevating customer satisfaction, while adhering to SLAs and work processes, and managing cost-effective operations

Competent in assessing and implementing effective business solutions with an aim to ameliorate customer contentment and consequently customer loyalty, repeat, and referral business

Deterministic, disciplined & result-oriented personality with a logical & inquisitive mind, with an eye for detailing, ability to work under pressure in a deadline-driven environment

An unwavering commitment to customer service, with the ability to build productive relationships, resolve complex issues and win customer loyalty within the set standards

CAREER TRAJECTOR

Organization

Designation

Duration

WNS Global Services (P) LTD., India

Senior Associate

Mar 2017 – Till date

24/7 Customer Pvt. Ltd., India

Interactive Social Media Advisor (ISMA)

Sep 2013 - Feb 2017

M-Phasis (P) LTD., India

CSR (Customer Service Representative)

Jul 2012 – Jul 2013

Overall Key Deliverables:

Working in WNS Global Services (P) LTD., India:

Direct contact for the policy holder in case of any misguided claims and queries

Investigated the cases based on fraudulent activities

Updated the premiums for the members accordingly

Maintained excel for both policy holders and clients queries and details

Validated the proofs received through insurance portal

Subject matter expert (SME)

Trained for general insurance & process updation

Backup QA

Calibration

Worked in 24/7 Customer Pvt. Ltd., India:

Worked as Interactive social media advisor

Involved in customer support

Resolved issues on credit card

Worked in M-Phasis (P) LTD., India:

Updating client details on the insurance portal

Comparing premiums according to the product selected by clients

Data entry

SCHOLASTICS

Bachelor of Commerce from Bangalore University, India - 2016

TECHNICAL SKILLS

Operating System:

Windows 98/XP/VISTA/7/8/10

Microsoft Office Tools:

MS Word, Excel & PowerPoint

Programming Languages:

C & Java

Other Tools:

Auto CAD, Tally

CORE COMPETENCIES

Customer Relation Management

Operations Management

Process Management

Quality Assurance

Relationship Management

Business Analysis

Customer Care & Service

Revenue Generation

Administration Management

Requirement Analysis

Escalation Management

Workflow Management

Reports & Documentation

Training & Development

Team Management

References are available on request

Contact this candidate