Zuber Shaikh

+91-993-***-****

adykwd@r.postjobfree.com

PROFESSIONAL SUMMARY

Seasoned sales and operations professional. Dedicated to bettering the customer experience with timely assistance, helpful feedback, and respectful conflict management response. Confident communicator with the ability to lead colleagues and respond to customer inquiries. Enthusiastic and personable individual who enjoys working with people and building long-lasting relationships and product loyalty. Able to multitask and work under pressure in a deadline-driven environment.

CAREER HISTORY

Assistant Manager - Training WNS Global Services Mumbai. July 2017 - July 2023

● Trained and mentored multiple newly hired batches for Expedia & WestJet Airlines for APAC, EMEA & AMER regions since May 2019.

● Leading training team for a pilot process of WestJet airlines.

● Worked with transition managers and clients to troubleshoot errors with the tools before the go-live date of the process.

● Worked and managed a ramp for WestJet Airlines during the Pilot strike in 2023.

● Reporting ISO details on behalf of the training team to the clients.

● Supported operation team, along with completion of tasks in the hand of the training team.

● Worked on airline reservations booked with Expedia, Travelocity, Orbitz, CheapTickets, Ebookers, and Hotwire.

● WNS Certified Trainer by the client to conduct training for newly hired and to conduct up-skill and cross-skill training.

● Tried and tested new tools & coordinated with the clients for any issues.

● Cross-trained and up-skilled multiple batches from India and the Philippines during COVID-19 due to a spike in volumes.

● Became the lead "go-to" person for new and established employees in case of errors or challenges.

● Worked on daily, weekly, and quarterly reports in a timely manner.

● Shared regular updates received from clients and made sure they were followed by everyone on the floor.

● Created and shared progress reports and presentations with the management.

● Worked with the bottom quartile agents to help them with their quality of work. Assistant Sales Manager Rhythm Electronics Mumbai March 2012 - September 2015

● Recognized for ability to quickly establish rapport with customers, up-sell electronic products and build a loyal clientele.

● Conveyed the benefits of products/services and generated customer interest. Learned, mastered and sold new product offerings.

● Proved the ability to multitask, handle crowds, resolve customer issues and excel within a demanding, high-volume setting.

● Co-ordinate shipments between customers and vendors.

● Managed the inventory, sales and after-sales services of electronic products. Sr. Customer Service Executive Intelenet Global Services Mumbai January 2010 - September 2010

● Managed a high-volume workload within a target-driven environment.

● Assessed Barclay’s mortgage applications - verified loan documents and reviewed file documentation for end to end assistance to each mortgage applicant.

● Made outbound calls to advisors/applicants in regard to their mortgage applications.

● Officially commended for initiative, enthusiasm, tenacity, persuasiveness, intense customer focus and dependability in performance evaluations.

● Learned and understood the banking sector of Barclay’s United Kingdom. Manager Sayco Enterprises Mumbai

March 2006 - December 2009

● Oversaw daily activities and supervised staff to review and process customer purchase orders. Advised customers of potential back orders or delays.

● Proactively inspected inventory to identify shortages and maintained corresponding reports.

● Evaluated present suppliers to decipher delivery capabilities, and identified new and cost-effective suppliers and vendors.

● Maintained effective relationships with vendors and suppliers to ensure timely delivery of products.

● Managed monthly customer service and shipping metrics, evaluated error rates, call volumes, and customer complaints, and developed and implemented plans to correct deficiencies in service.

● Developed, implemented, and updated best practices to streamline operations, standardize processes, and enhance customer service.

EDUCATION

BACHELOR OF COMMERCE Mumbai University, Mumbai 2017

(Financial Accounting & Auditing)

HIGHER SECONDARY EDUCATION St. Mary’s Jr. College, Mumbai 2008 SECONDARY SCHOOL EDUCATION Sacred Heart High School, Mumbai 2006 CERTIFICATIONS

IATA Graduation –Travel and Tourism Consultant in 2016

Diploma in Coral Draw, Photoshop and Tally ERP 9 in 2010 TECHNICAL SKILLS

● Corel-Draw

● Photoshop

● Tally 9 (ERP)

● Sabre RED, Sabre Interact, Farelogix (SPRK) & Amadeus GDS

● DSite Epiplex-500

● MS. Office Suite (Excel, Word, Powerpoint, Outlook)

● Articulate 360

PERSONAL DETAILS

Address: D/7, 201, Shree C.H.S., Sector 22, Kopar Khairane, Navi Mumbai 400709. Marital Status: Married.

Languages Known: English, Hindi, Marathi.

Nationality: Indian.

Gender: Male.

Declaration: I hereby declare that the details furnished above are true and correct to the best of my knowledge and belief.

Place: Mumbai Date: July 19, 2023

Zuber Shaikh

Contact this candidate