Sohail Shaikh
Operation Supervisor
Dubai
Summary
I have had the privilege of working in roles, including sales, customer service and operations throughout my journey of ten years. During this time I have consistently showcased my ability to adapt stay dedicated and exceed expectations. The diverse range of experiences I have gained has equipped me with a set of skills that allow me to thrive in environments and make positive contributions, to any team or organization I become a part of. Moving forward I am excited about utilizing my expertise in sales, operations, customer service and collections to bring value to endeavors. I look forward to embracing challenges and opportunities, for growth.
Overview
10
10
years of professional experience
2
2
years of post-secondary education
1
1
Certification
4
4
Languages
Work History
Collection Executive
Stanquad Loans And Overdue Rescheduling
Dubai
03.2022 - 07.2023
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Used scripted conversation prompts to convey current account information and obtain payments.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Maintained high volume of calls and met demands of busy and productive group.
- Regularly monitored accounts to identify overdue balances and potential areas of risk.
- Developed strong relationships with customers to foster timely payments and account resolution.
- Collaborated with other departments to verify customer compliance with payment plans.
- Negotiated payment plans with customers to prevent accounts from legal actions.
- Deployed automated system tracking and skip tracing to locate hard-to-find, re-located customers.
- Analyzed customer financial records to determine appropriate payment plan.
- Worked with customer to create debt repayment plan based on current financial condition.
- Developed and documented collection procedures and policies to comply with government regulations.
- Entered client details and notes into system for interdepartmental access and review.
- Maintained accurate records of customer accounts, payments and payment plans.
Customer Service Officer
Primes and Zooms
Pune
03.2019 - 12.2021
- At Primes and Zooms camera rental house, exceptional customer service is our lens to a seamless photography experience.
- Assisted call-in customers with questions and orders.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Provided primary customer support to internal and external customers.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Promoted company brand and unique offerings through personalized customer service.
- Completed data entry to record call notes, suggestions and questions.
- Responded to customer calls and emails to answer questions about products and services.
- Communicated with clients regarding account services, statements, and balances.
- Initiated investigations into complex or sensitive complaints, identifying solutions swiftly and to customer satisfaction.
- Updated account information to maintain customer records.
- Answered constant flow of customer calls with minimal wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
Ramp Agent Supervisor
Banglore Airport Terminal Services.
Pune
06.2016 - 02.2019
- Supervised day-to-day operations of busy aircraft cargo handling facility.
- Supervised loading and unloading luggage and freight and providing assessment to crew and travelers with bags for over 8 to 10 daily flights.
- Supervised equipment malfunctions to maintenance team for immediate repair attention to avoid creating flight departure delays.
- Coordinated with ramp agents to verify baggage was placed on correct outgoing flight.
- Tracked flight schedules to promote on-time landings and avoid loading delays.
- Safely operated various types of equipment such as conveyor belts, push-back tractors and tugs.
- Coordinated ground crew activities to complete objectives on schedule.
- Guided aircraft into and out of parking positions using hand signals.
- Completed cargo manifests and flight paperwork for proper luggage and flight tracking.
- Communicated closely with ground crew, flight crew, and tow person via headset radio to maintain loading and unloading safety and efficiency.
- Maintained operational compliance with aviation safety regulations and good practices.
- Covered cargo handling needs with well-organized employee schedule and well-trained staff.
- Identified and rectified discrepancies in cargo handling or shipping processes.
- Trained new employees in areas such as safety procedures or equipment operation.
Sales Agent
Shoppers Stop
Pune
08.2013 - 05.2016
- Spoke to customers in native language to increase loyalty and establish relationships.
- Assisted call-in customers with questions and orders.
- Provided superior service to customers by quickly and courteously responding to requests, inquiries, suggestions and concerns.
- Offered each customer top-notch, personal service to boost sales and customer satisfaction.
- Adjusted sales scripts to better target needs of specific individuals, boosting sales.
- Handled administrative aspects of sales by completing customer contracts and warranties and accepting and processing payments.
- Logged reports, expenses, receipts, and sales in company database.
- Increased sales and customer satisfaction through personalized servicing.
- Explained features and advantages of products to promote sales.
- Used Salesforce CRM software to record personal information and purchases of contacted prospects.
- Developed and delivered engaging sales presentations to convey product benefits.
- Generated weekly and monthly reports on sales performance to provide recommendations to meet sales goals.
- Used customer insights to develop innovative sales strategies to increase sales.
- Generated new leads through networking and attending industry events.
- Developed and maintained comprehensive understanding of products, services and competitors to enhance sales presentations.
- Negotiated contracts with clients and developed relationships with key personnel.
- Utilized CRM software to manage customer accounts and track performance metrics.
- Collaborated with cross-functional teams to identify and address customer needs.
Education
High School Diploma -
Mickey's High School And Junior College
Pune 06.2014 - 03.2015
Level 5 Diploma in Aviation And Travel Management - Aviation, Hospitality And Travel Management
Frankfinn Institute of Aviation
Pune, India 06.2015 - 05.2016
Skills
Airfield operations
Loading and unloading
Lead Generation
Closing sales
Business Development
Client analysis
Key relationship management
Problem solving strength
Sales expertise
Performance improvement
Retail store support
Order fulfillment
CRM
Stocking and replenishing
Training development aptitude
Professional telephone demeanor
Service standard compliance
Operations management
Staff Management
Negotiation
Certification
Customer Interaction Program
Customers Interaction Program
In the Customer Interaction program I equiped participants with essential skills, including effective communication, active listening, empathy, and problem-solving. It emphasizes meeting customer expectations and teaches conflict resolution, product knowledge, technology proficiency, and cultural sensitivity. This comprehensive training includes customer feedback handling, role-play, and simulation exercises, culminating in a Certification Exam. It enhances individuals' suitability for customer service roles in diverse industries, empowering me to excel where customer interactions are vital.
Timeline
Collection Executive
Stanquad Loans And Overdue Rescheduling
03.2022 - 07.2023
Customer Service Officer
Primes and Zooms
03.2019 - 12.2021
Ramp Agent Supervisor
Banglore Airport Terminal Services.
06.2016 - 02.2019
Level 5 Diploma in Aviation And Travel Management - Aviation, Hospitality And Travel Management
Frankfinn Institute of Aviation
06.2015 - 05.2016
Customer Interaction Program
05-2015
High School Diploma -
Mickey's High School And Junior College
06.2014 - 03.2015
Sales Agent
Shoppers Stop
08.2013 - 05.2016