Looking for a job

MD shahnawaz Alam

@mdshahnawazalam1

Operations professional at Concentrix supporting customers and improving processes across banking and insurance operations.

India

Message

What I'm looking for

I'm seeking a challenging role where I can apply my experience in process improvement, quality auditing, and stakeholder management to support organisational excellence.

At Concentrix India Pvt. Ltd., I provide real-time chat and email support for customer inquiries, escalate complex cases, and document interactions in CRM files.

At Tata Consultancy Services (TCS), I worked on the Prudential Insurance account in the Gone Away tracing team, tracing policyholder addresses and updating records. I also served as a team auditor and prepared team allocations and performance dashboards.

At Genpact India Pvt. Ltd., I worked in Banking Operations, supporting team allocations, reporting, and training. I led process improvement initiatives that increased team productivity by 20%, and received two Bronze Medals for contributions during the WFH transition setup and team performance.

Experience

Work history, roles, and key accomplishments

Current

Senior Representative – Operations

Current

Concentrix India Pvt. Ltd.

Dec 2024 - Present (1 year 9 months)

Provide real-time chat and email support for customer inquiries on products, services, order tracking, and account management. Escalate complex cases, document interactions, and maintain high CSAT scores.

Customer Support Live Chat Email Support CRM CSAT Escalation Management Documentation

Process Associate – Insurance Operations

Tata Consultancy Services

Jun 2022 - Oct 2024 (2 years 4 months)

Worked on the Prudential Insurance account in the Gone Away tracing team, tracing policyholders' addresses and updating records. Served as team auditor, prepared daily allocations and performance dashboards, and chaired team briefings.

Insurance Operations Data Tracing Quality Auditing Compliance Performance Dashboards Team Briefings Productivity Management

Subject Matter Expert (SME) – Banking Operations

Genpact India Pvt. Ltd.

Jul 2019 - May 2022 (2 years 10 months)

Worked in the New Account Opening team focusing on Strong Customer Authentication (SCA) and Online Banking. Managed team allocation, provided training, and led process improvement initiatives resulting in a 20% increase in team productivity.