Shaizeen Gite
Dubai,United Arab Emirates
Summary
Accomplished Customer Service Representative of 6 years, consistently maintaining customer satisfaction and contributing to company success. Motivated professional capable of building productive relationships, resolving complex issues and winning customer loyalty.
Overview
6
6
years of professional experience
4
4
years of post-secondary education
1
1
Certification
Work history
Sr. Customer Service Representative
Tawseelah Delivery Service
Dubai
02.2023 - Current
- Work as Customer support & Operations support for Tawseelah and TLS Parcels
- I managed dispatchments of B2B, C2C and B2C Shipments
- I ensured timely completion of the first mile and last mile delivery process, consistently meeting customer expectations
- Handling online Website Chats and social media queries
- Managed escalations and closing Query tickets raised by clients and customers on CRM
- Data analysis and reporting to facilitate accurate and timely invoicing
- Responsible for managing orders delivery pickup and drop schedules
- E-commerce delivery assignments, ensuring seamless order fulfillment and customer satisfaction
- Managed inbound and outbound calls, providing prompt and professional assistance to customers
- Effectively managed the Tawseelah and TLS delivery fleet, ensuring proper maintenance and maximizing operational efficiency
- Acted as the primary point of contact for clients such as Aster, Dr diet, and Union Coop, fostering strong relationships and addressing their needs
- Providing operational support to the team, collaborating closely with colleagues to achieve organizational goals
- Collaborated with a social media agency to manage Tawseelah's social media.
Creators Outreach Manager
Wubba Lubba Dub Dub Private Limited
01.2021 - 01.2023
- Managed executing creative campaigns for top OTT and FMCG brands
- Managed social media growth, influencer marketing, and viral campaigns for various brands like Amazon, BYJU'S, Prime Video, Voot, Hotstar, etc
- Managed and Created Creators Network
- Worked on Social Media PR activities for Celebrities
- Worked on Cost Optimization initiatives
- Build Inventory for all kinds of social media accounts and Pages
- Developed and maintained smooth relationships with the client
- Manage content distribution across all platforms, including Facebook, YouTube, Instagram, and other social media platforms
- Managed multiple project deadlines simultaneously
- Analyzed the performance of the content on different platforms
- Identify and build relationships with prominent influencers and thought leaders
- Worked as Operation Manager and handled complete organization Operations
- Handled a team of 18 Creators Outreach Executives.
Team Lead Operation Delivery Service
Tata Cliq - Q Connect Business Solutions
12.2019 - 01.2021
- Worked as Team Lead service & Subject matter expert for Domestic Ecommerce process - Tata Cliq
- Maintained up-to-date customer records in Gyniss
- Help team to retain customers and work efficiently in achieving Turnaround Time and improve customer delight
- Accountable for managing open tickets
- Supporting team lead with reporting and dashboard
- Direct client connects to discuss the performance of the Team
- Interacting with customers across email, phone, and social media
- Maintained a knowledge base of the evolving product offerings and trained Team members to enhance customer experience
- Increased average customer order size for new customers by 15% by quickly understanding their needs and recommending the right product offerings
- Handling a team of 25 agents as a Floor support.
Customer Service Representative
Tata Cliq - Q Connect Business Solutions
09.2018 - 11.2019
- Managed Inbound and outbound customer service calls
- Promptly handled customer inquiries and complaints with a 97% customer satisfaction rate
- Actively worked to display a courteous and emphatic attitude to customers resulting in excellent quality scores
- Exceeded quantitative metrics on customer satisfaction, customer retention, and inquiry volume
- Quickly triaged incoming calls and escalated calls when necessary, reducing the average time to resolution
- Thoroughly documented customer interactions to reduce onboarding when new customer service representatives interact with customers.
Education
Bachelor of Commerce - Commerce
St Clara College, Mumbai University
Mumbai 06.2015 - 06.2018
Digital Marketing - Digital Marketing
Great Learning
India 12.2021 - 06.2022
Skills
- MS OFFICE
- Expert in Excel
- Data Management
- CRM - Gyniss
- ZOHO platform
- Digital Marketing
- Influencer Marketing
- Process optimization
- Fleet management
- Meme Marketing
- Client management
- Campaign Management
- Leadership
- Customer Focused
- Communication Skills
- Problem-Solving Skills
- Time Management
- Product Knowledge
- Adaptability
- Training and Development
- Customer complaint management
- Call centre experience
- Customer service expert
- Customer data management
- Empathetic & Courteous
- Passionate to resolve concerns
- People management
- PowerPoint
- Data Presentation
Certification
- Great Learning - Digital Marketing Strategic Digital Marketing certification, 12/01/21, 06/01/22
- Google Digital Unlocked Fundamentals of Digital Marketing, 12/01/21
- Udemy- Diploma Course in Human Resource Management (HRM), 01/01/23
Accomplishments
- Excellence Award
- Star of the month Award
- Lead of excellence
Languages
English
Hindi
Urdu
Personal Information
Date of birth: 10/08/97
Timeline
Sr. Customer Service Representative
Tawseelah Delivery Service
02.2023 - Current
Digital Marketing - Digital Marketing
Great Learning
12.2021 - 06.2022
Creators Outreach Manager
Wubba Lubba Dub Dub Private Limited
01.2021 - 01.2023
Team Lead Operation Delivery Service
Tata Cliq - Q Connect Business Solutions
12.2019 - 01.2021
Customer Service Representative
Tata Cliq - Q Connect Business Solutions
09.2018 - 11.2019
Bachelor of Commerce - Commerce
St Clara College, Mumbai University
06.2015 - 06.2018
Similar Profiles
Rajan SinghRajan Singh
Senior Associate at PricewaterhouseCoopers Service Delivery CenterSenior Associate at PricewaterhouseCoopers Service Delivery Center
Jason GibbsJason Gibbs
Independent Contractor at Delivery ServiceIndependent Contractor at Delivery Service
NIDHI GIRDHARNIDHI GIRDHAR
Senior Associate 3 at PricewaterhouseCoopers Service Delivery Center (Kolkata) Pvt. Ltd.Senior Associate 3 at PricewaterhouseCoopers Service Delivery Center (Kolkata) Pvt. Ltd.
SHAHEEN TOLESHAHEEN TOLE
Quality Control & Compliance Officer at Dubai Islamic BankQuality Control & Compliance Officer at Dubai Islamic Bank
Fiza KhanFiza Khan
Accounts manager at Nabeel Construction PVT. LTDAccounts manager at Nabeel Construction PVT. LTD