Call Center Customer Care

Shaznin Pathak

About Me

Dynamic professional with 12+ years of experience in operation management, supervision, administration, process streamlining, team management, customer relationship management, call center management & loyalty program management. Consistent record of customer satisfaction rankings, retentions, improvements to the bottom line and turnaround of underperforming operations. Builder and leader of customer-focused teams. Extensive skills in listening, negotiating, language, and communication. Education

Bachelor of Commerce - H.L. College of Commerce.

Diploma in H.R.D - AIIMS Chennai, India

Work Experience

Business Consultant - Oman Air Sindbad Loyalty Program May 2016 - Oct 2019

• Oversaw Oman Air's loyalty card rewards programs, aligning with management's plans.

• Managed reward program contracts, negotiations, and customer relations.

• Drove loyalty activations and global/regional communications.

• Ensured knowledge transfer, system utilization, and staff training.

• Optimized reward program for profitability and contributed to revenue targets.

• Promoted innovative methods and achieved a 20% cost reduction through process improvement. Head Care Touch / Retention - Bharti Airtel Ltd, Ahmedabad, India Feb 2002 - June 2003

• Led revenue growth and customer feedback improvement initiatives.

• Implemented customer retention strategies to increase collections.

• Managed Care Touch, a specialized call center for high-net-worth customers.

• Built and led a team of 45+ representatives and 4 Team Leaders.

• Achieved record-setting customer retention rates (less than 2%).

• Enhanced operational performance, reducing errors by 25%.

• Resolved customer issues swiftly, maintaining loyalty and policy compliance.

• Implemented coaching and training programs to boost employee performance and motivation, improving customer satisfaction. Sales Executive - Jet Airways (I) Ltd – Ahmedabad (India ) Jan 2001- Feb 2002 SR. Customer Care Executive - Jet Airways (I) Ltd – Ahmedabad (India ) April 1998 – Jan 2001 Customer Care Executive - Jet Airways (I) Ltd – Ahmedabad (India ) June 1995 – April 1998

• Progressively promoted to manage front-end operations, culminating in full-service delivery oversight.

• Led a 12-member customer service team, prioritizing safety and regulatory compliance.

• Exceeded sales targets in a competitive aviation industry.

• Expanded travel agent networks, overseeing 58 agents and 130 corporate accounts.

• Acquired DGCA-approved license for load and trim sheet operations.

• Recognized for exceptional leadership performance. 968-******** Muscat, Oman **************@*****.*** Training

Load & Trim Sheet – DGCA Approved.

Customer Loyalty Program Trainings.

Customer Frequent Flyer Program.

Customer servic

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