Mohammad Asif Shaikh
Senior Client Service Executive
Bur Dubai
Summary
Knowledgeable and dedicated customer service professional with extensive experience in Airline, Telecom and Banking industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
17
17
years of professional experience
2
2
Languages
1
1
year of post-secondary education
Work History
Sr. Client Service Executive
Currencies Direct
- Respond to queries regarding foreign exchange via phone, e-mails and chats
- Have taken additional responsibility of making outbound calls to clients and requesting for additional documents as required by the compliance team
- Prepare end of day report
- Support new members with process related queries and train them on how to action e-mails and perform regulatory check for large deal payments
- Provide end to end solution to the clients by co-ordinating with back-end departments (payments, compliance, marketing, sales, dealing and registration)
- Handling escalation and complaint calls.
Phone Associate
Tata Consultancy Services Ltd
- Worked for the process Deployment Reschedule System
- Out call Telstra clients and advising about delay in repairs and inform about the new repair schedule
- Provide alternate solutions to the client
- Provide training and support to new joiners.
Customer Support Specialist
JP Morgan Chase
- Handling Inbound and Outbound for credit card collection process (0-90 days)
- Responsible to prepare a quiz for the team as a product knowledge test
- Prepare daily reports for the team
- Take daily brief and provide any process update.
Process Trainer
Tech Mahindra Business Services PVT Ltd
01.2010 - 02.2016
- Training batches for customer service and billing department
- Preparing weekly test to identify batch's understanding of the process
- Discussing progress of trainees with the stakeholders and the training management
- Responsible in smooth transition of trainees from training to operations
- Training the production team for any process or product changes
- Ensure timely completion of training as per the schedule.
Team Member
Intelenet Global Services Pvt Limited
04.2009 - 12.2009
- Handled inbound calls for Barclaycard (UK) credit card clients
- Maintained AHT and quality scores as per the KPI
- Schedule Adherence.
Customer Service Associate
IBM Daksh Business Process Services Pvt Ltd
- 10.2008
- Handled incoming calls from US checking and saving account customers
- Handled inbound and internal transfer calls from department with regards to application for new accounts and services
- Maintained AHT and Quality scores as per KPI.
Team Member
E-funds International India Pvt Limited
- 02.2007
- Handled B2B calls from US bank regarding their clients credit check
- Maintained AHT and Quality scores as per KPI.
Education
B.COM - Commerce
Himalayan University
India 08.2019 - 09.2020
HSC - undefined
SSC - undefined
Skills
Performance Analysis
Financial Acumen
Telephone skills
Client Needs Assessment
Customer Service
Call Documentation
Regulatory Compliance
Active Listening
Multitasking Abilities
Call Center Operations
Time management abilities
Analytical Skills
Reliability
Personal Information
- Father's Name: Imam Ali Shaikh
- Date of Birth: 11/22/85
- Visa Status: Spouse Visa
Disclaimer
I hereby, declare all the above given information is true to my best knowledge and can be verified with all the proper documents.
Timeline
B.COM - Commerce
Himalayan University
08.2019 - 09.2020
Process Trainer
Tech Mahindra Business Services PVT Ltd
01.2010 - 02.2016
Team Member
Intelenet Global Services Pvt Limited
04.2009 - 12.2009
Sr. Client Service Executive
Currencies Direct
Phone Associate
Tata Consultancy Services Ltd
Customer Support Specialist
JP Morgan Chase
Customer Service Associate
IBM Daksh Business Process Services Pvt Ltd
- 10.2008
Team Member
E-funds International India Pvt Limited
- 02.2007