Huma Shaikh

I’m a Customer Success and operations professional with 5+ years of experience across Fintech, Insurance, and Customer Success functions. I specialize in client onboarding, escalation management, stakeholder coordination, and service delivery that consistently meets operational quality standards.

At Vested Finance Inc., I manage and resolve complex, high-priority customer inquiries and escalations through email and calls. I lead end-to-end onboarding programs, partner with Product and Operations on workflow improvements, and maintain accurate customer records while mentoring junior team members.

Previously at HDFC ERGO General Insurance, I handled end-to-end operational workflows for insurance customer queries, including insurance claims coordination through final settlement. I managed HNI escalations, ensured compliance with SLA and TAT requirements, and conducted call quality audits with Root Cause Analysis (RCA) to address NPS concerns.

I started in Hexaware BPS as a Telesales Executive and grew into a Subject Matter Expert (SME), where I mentored and supported new hires during OJT batches. Across roles, I focus on quality assurance, continuous improvement, and strong customer relationships built on timely, effective solutions.