Open to opportunities

Shahana Nureen

@shahananureen

Message

I manage client cases, resolve customer issues, and improve service workflows.

India

Message

What I'm looking for

I'm seeking a Senior Customer Service Representative role where I can apply my customer service, case management, and client relationship management experience to resolve issues, strengthen client relationships, and improve service workflows.

At Precise Taxation, I manage end-to-end US tax return cases, from intake and document verification through filing support and refund-status tracking. I serve as the primary client contact by phone and email, providing timely updates, resolving challenges, and maintaining detailed records while meeting SLA and confidentiality requirements.

I've also delivered frontline passenger service at SpiceJet and Air India SATS Airport Services, handling real-time concerns, coordinating with operational teams, and identifying opportunities to improve processes. I bring more than six years of customer support, case management, client servicing, and relationship management experience, including recognition for maintaining service quality during the high-volume Hajj season.

Experience

Work history, roles, and key accomplishments

Operations Consultant

Precise Taxation

Jul 2023 - May 2026 (2 years 10 months)

Managed end-to-end case management for US tax returns, serving as primary client servicing professional. Resolved customer inquiries via phone and email, maintained documentation, and ensured SLA and confidentiality compliance.

Case Management Client Servicing Customer Success SLA Customer Support Operations Query Resolution Client Relationship Management Escalation Handling Email Support Ticket Management Microsoft Word ChatGpt Microsoft Copilot

Operations Executive

SpiceJet Limited

Sep 2015 - Oct 2017 (2 years 1 month)

Managed check-in, boarding, and baggage handling while ensuring safety protocols and on-time departures. Addressed passenger concerns in real-time and increased ancillary revenue through upselling.

Customer Service Upselling Cross Selling Process Improvement Cross functional Coordination

Customer Service Executive

Air India SATS Airport Services

Apr 2013 - Aug 2015 (2 years 4 months)

Delivered frontline passenger assistance and service recovery in a high-volume environment. Handled sensitive passenger data with discretion and supported process consistency through documentation.

Customer Service Service Recovery Process Improvement