Owais Sheikh
@owaissheikh
Customer Success Specialist at Barclays improving vulnerable-client journeys and resolving complex account escalations.
IndiaWhat I'm looking for
At Barclays, I manage resolution and retention for complex client accounts and serve as an escalation point for vulnerable clients. I maintain SLA consistency and follow FCA Vulnerability guidelines.
I established a discovery protocol and warm hand-off system to help users facing accessibility and support-navigation barriers. The changes eliminated unnecessary customer travel and multi-touch drop-offs, and the journey earned a sustained NPS promoter rating.
I also partnered with technical and product teams to review payment journey error logs and recommend in-app status notifications and self-service guidance. This work enhanced digital onboarding completion and reduced avoidable transaction inquiries.
Before Barclays, I worked in operations and customer experience roles at Tech Mahindra, Concentrix, R1 RCM, and Teleperformance. At Barclays, I received Employee of the Year (2023) recognition for operational performance, team leadership, and quality standards.
Experience
Work history, roles, and key accomplishments
Senior Client Operations & Experience Specialist
Barclays
Jan 2021 - Present (5 years 8 months)
Manage end-to-end resolution and retention for 50+ complex client accounts daily, maintaining 100% SLA target consistency. Serve as primary escalation point for critical vulnerable client cases, ensuring regulatory compliance and mentoring new team members.
Managed telecom client operations across high-volume digital channels, ensuring strict adherence to contractual SLAs and operational quality benchmarks. Handled high-priority escalations and drove root-cause investigations.
Delivered multi-channel chat operations across telecom accounts, exceeding performance benchmarks for response time and customer satisfaction.
Processed complex client documentation and workflow records with a 99%+ accuracy rating under strict deadlines.
Supported multi-channel consumer operations for global mobility accounts (Uber), consistently maintaining top-tier customer satisfaction ratings.
Education
Degrees, certifications, and relevant coursework
Subharti University
Master of Business Administration, Business Administration
2015 - 2017
Master of Business Administration degree from Subharti University, completed from 2015 to 2017.
Mewar University
Bachelor of Business Administration, Business Administration
2012 - 2015
Bachelor of Business Administration degree from Mewar University, completed from 2012 to 2015.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Salary expectations
Skills
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