# Mehlam Shaikh

Mehlam Shaikh is a remote worker on Himalayas, Customer Service Representative at Lloyds Banking Group, based in India.

Source: https://himalayas.app/@mehlamshaikh

```text
Operations professional at Lloyds Banking Group who routed regulated cases and helped raise digital portal adoption to 85%.
```

| Detail | Value |
| --- | --- |
| Availability | Looking for a job |
| Location | India |
| Authorized to work in | India |
| Salary expectations | 601k+ INR |
| Job categories | Operations Professional, Case Manager, Customer Service, Business Development Executive |
| Skills | Case Management, Routing Workflows, Case Triage, Escalation Management, Regulatory Compliance, SLA Compliance, Ticket Management, Dispute Resolution, Identity Verification, Authentication, Claims Processing, Workflow Optimization, Root Cause Analysis, Quality Auditing, Client Onboarding |

## What I'm looking for

```text
I'm looking to bring my CRM proficiency and compliance rigor to an operations team.
```

## About

```text
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

### Customer Service Representative

[Lloyds Banking Group](https://himalayas.app/companies/lloyds-banking-group). Mar 2024 - Dec 2025

```text
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.
```

Skills: Pegasystems, ServiceNow, Case-Management, Dispute-Resolution, SLA-Compliance, Avaya, Identity-Verification, Fraud-Claims, Data-Analysis, Mentorship

### Business Development & Client Acquisition Executive

Byju's. Dec 2021 - May 2022

```text
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%.
```

Skills: Client-Onboarding, CRM-Data-Management, Pipeline-Management, SLA-Compliance, Quality-Assurance, Risk-Assessment, Communication-Skills

## Education

### Strathclyde Business School

MSc, Digital Marketing Management

```text
MSc in Digital Marketing Management with focus on Customer Journey Optimization and CRM Strategy.
```

### University of Mumbai

Bachelor's of Management Studies, Management Studies

```text
Bachelor's of Management Studies, graduated 1st in class across all six semesters.
```

## Tech stack

- Microsoft Excel
- Avaya
- ServiceNow

To contact Mehlam, message them from this profile with a Himalayas employer account: [Hire on Himalayas](https://himalayas.app/hire).

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