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CURRICULUM VITAE

NASIMA SHAIK

B.COM

Email:   nasimashaik@gmail.com

Mobile:  9876543210

CAREER OBJECTIVE

To seek a challenging position in an esteemed Organisation where I can utilize my experience and skills for the growth of organization and enhance my career.

PROFESSIONAL STRENGTHS

·        Excellent communication skills.

·        Ability to maintain co-ordination in between clients and the management.

·        Establish strong professional relationship with peers, senior management and clients

·        Demonstrated ability to develop, identify and implement process improvements.

·        Quick learner.

·        Leadership and team building skills.

·        Proficient with Microsoft software such as MS Word, MS Excel, MS Power Point, Internet etc

EMPLOYMEN

Past Employment:

1.      Customer Service Executive (Nov 2010 – April 2012)

HSBC – Hyderabad, India

Industry – Banking

Responsibilities :

·        Providing solutions for all credit card related queries to all the customers across United Kingdom.

·        Supporting HSBC credit card and debit card services

·        Communication and coordination with agents and supervisors across the locations.

·        Providing client updates and promotional updates to the team.

·        Providing all HSBC debit and credit card offers to the customers according to their needs.

·        Offering mortgage or loan facilities or any suitable product based on customers profile and needs.

·        Providing internet login information and secure key details.

·        Opening work case on the accounts and working on disputes of the customers with resolution team.

·        Achieving customer satisfaction by providing customer service to best of ability.

·        Business accounts handling and solving queries of all types of credit, debit, savings account.

·        Resolving queries/complaints and providing first call resolution to the customer.

·        Providing updates on Wealth Products and generates Sales Leads.

·        Actively contributing towards Site’s Sales and C-Sat Scores.

·        Screening customer’s profiles and identifying customer’s needs to offer appropriate products like mortgage, personal loans etc.,

·        Working closely with core sales team to provide accurate information to customers to generate leads.

Initiatives :

·        Reports on daily quality and call scores to keep a track of performance.

·        Providing Ideas to improve the call quality and problem resolution.

·        Ideas to reduce the average hold time.

·        Improved sales targets by introducing new ideas of offering products.

·        Maintaining Leave Tracker.

·        Tracking teams performance on IVR surveys and Sales performance.

·        Mentoring new hires.

2.      Process Developer (Oct 2005 – Mar 2010)

GENPACT – Hyderabad, India

Industry – BPO

Operation’s Management :

·        Has handled a team of 20-25 members with regards to training needs and proving feedback with reference to performance.

·        Ensuring meeting team and individual targets.

·        Planning and providing on-floor training to the agents.

·        Developing training and developmental initiatives for improved productivity and quality enhancement.

·        Providing feedback on the basis of quality and presetting goals for continuous improvement and 100% quality of work.

·        Validating defects marked by clients or manager as a Process Trainer/ Quality Analyst.

·        Transitioned 5 sub processes and trained pilot batches in 2 different locations - Hyderabad and Gurgaon.

·        Mapping client’s requirements and coordinating in developing and implementing processes in line with preset SOP guidelines.

·        Monitoring the overall functioning of processes, identifying improvement areas and implementing adequate measures to maximize client/customer satisfaction level.

·        Handling client calls with regards to trainings and updates on processes.

·        Reviewing and revising questions for the Process Knowledge Test (PKT) and validating answers.

Client Services & Reporting:

·        Managing service operations for rendering and achieving quality services providing first line customer support by answering queries and resolving their issues ensuring minimum TAT.

·        Setting out quality standards for various operational areas , ensuring a high-quality customer experience, while adhering to Compliance.

·        Assessing customer/client feedback, evaluating areas of improvements and providing feedback to the associates on improvements and achieving customer satisfaction metrics

·        Maintaining latest Routing Directives, ensuring queue reporting and routing are 100% compliant.

·        Publishing daily and monthly reports of critical nature and of prime importance to the team and the client

·        Setting parameters and qualifiers for the process based on business metrics.

·        Published Mock AES on weekly basis to evaluate individual’s performance.

·        Reviewing and revising SOP’s of 5 different processes and reporting the same to client for approval.

Achievements:

·        Awarded with the Annual Silver Award for the outstanding  performance in Dec’09

·        Awarded the Bronze Award for Outstanding Performance in July ’09

·        Awarded the Bronze Award for Outstanding Performance in April 2007

·        Awarded the Spot award in July 2007

·        Trained on Six Sigma and Lean.

·        Trained and certified in trainings like Steps to Personal Mastery, Effective Communication Skills, Interpersonal Skills and Effective Time Management.EDUCATIONAL QUALIFICATION

·        Bachelor of Commerce in Management Accounting , 2003

OSMANIA UNIVERSITY, Hyderabad, India

			PERSONAL INFORMATION
Birthday	:	4 August               1986	Marital Status	:	Married
			Nationality	:	Indian
Gender	:	Female		:

REFERENCES

Will be pleased to furnish upon request

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