Open to opportunities

Farida Banu

@faridabanu

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Experienced customer service team leader delivering customer-first solutions and team development.

India

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What I'm looking for

I seek a customer-focused role where I can lead and train teams, manage escalations, improve processes, and drive high customer satisfaction.

I am a customer service team leader with proven experience managing large teams, training staff, and driving exceptional customer outcomes across e-commerce platforms.

I have led and mentored teams of up to 120 staff, trained a 20-person team for eBay customer service emails, and helped nine eBay stores achieve Top Rated Seller status by resolving escalations and return cases.

I focus on proactive problem solving, clear communication, and building strong relationships with customers and colleagues to meet company goals and improve service quality.

Experience

Work history, roles, and key accomplishments

Team Leader - Customer Service

Ergode IT Private Limited

Feb 2020 - Dec 2022 (2 years 10 months)

Led customer service and seller support for eBay stores, training staff and resolving escalations to achieve Top Rated Seller status for 9 stores and improve customer satisfaction. Managed task allocation, weekly coordination meetings, and mentored team members to boost productivity.

Customer Service Escalation Management Team Leadership Mentoring EBay Store Support Process Improvement Email Support

Team Lead (Customer Service)

KN10 Enterprises

Dec 2015 - Aug 2019 (3 years 8 months)

Managed customer service operations, initiated timely email responses and mentored staff to align with company goals, supervising up to 120 employees and improving resolution times. Assisted with hiring, onboarding and cross-functional team-building activities.

Customer Service Team Leadership Onboarding Training Performance Management

Computer Teacher (Part-Time)

Don Bosco School

Taught word processing, spreadsheets and basic networking to students using lectures and hands-on demonstrations, and set up classroom computers to support learning outcomes.

Computer Training Microsoft Office Basic Network Support Lesson planning Classroom Instruction Technical Setup

Education

Degrees, certifications, and relevant coursework

Dar Alishaikh Education

Master of Commerce, Commerce / Business Management

Completed a Master's in Commerce with focus on business management and leadership skills.

SIWS College

Bachelor of Business Management, Business Management

2013 - 2015

Completed a Bachelor of Business Management at SIWS College, Mumbai, serving in team leadership roles and developing marketing and communication skills.