Mehlam Shaikh
@mehlamshaikh
Operations professional at Lloyds Banking Group who routed regulated cases and helped raise digital portal adoption to 85%.
IndiaWhat I'm looking for
At Lloyds Banking Group, I executed case management and dispute resolution workflows through Pega Systems and ServiceNow, triaging complex escalations and service tickets under UK regulatory standards.
I handled identity verification and account authentication, and initiated fraud claims and access disputes. I also used Avaya to troubleshoot access issues and guide callers toward self-service tools, supporting a unit-wide initiative that reached 85% digital portal adoption.
By analysing operational data and escalating workflow bottlenecks, I contributed to a 25% improvement in team-level service quality. I mentored new hires on CRM navigation and documentation standards, and received the internal 'Game Changer Award'.
At Byju's, I managed client onboarding pipelines and processed 630+ retail accounts. My client needs analysis and system walkthroughs helped accelerate onboarding by 30%, while I maintained a 98% quality compliance rating across monitored communications.
Experience
Work history, roles, and key accomplishments
Executed case management and dispute resolution workflows via Pega and ServiceNow, triaging escalations and maintaining SLA compliance. Analyzed operational data to identify bottlenecks, contributing to a 25% improvement in service quality.
Business Development & Client Acquisition Executive
Byju's
Dec 2021 - May 2022 (5 months)
Managed end-to-end B2C client onboarding pipelines, processing 630+ retail accounts and ensuring accurate CRM data capture. Improved SLA turnaround times and accelerated client onboarding lifecycle by 30%.
Education
Degrees, certifications, and relevant coursework
Strathclyde Business School
MSc, Digital Marketing Management
MSc in Digital Marketing Management with focus on Customer Journey Optimization and CRM Strategy.
University of Mumbai
Bachelor's of Management Studies, Management Studies
Bachelor's of Management Studies, graduated 1st in class across all six semesters.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Salary expectations
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