Open to opportunities

Shahnaaz Khan

@shahnaazkhan

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Detail-oriented Virtual Assistant committed to enhancing business productivity.

India

Message

What I'm looking for

I am looking for a role that values proactive communication and offers opportunities for professional growth.

I am a detail-oriented and resourceful Virtual Assistant with a strong commitment to supporting businesses through efficient organization and proactive communication. My experience spans several years in customer relations, where I have honed my skills in administrative support and customer service. I thrive in dynamic environments and am eager to contribute my skills, creativity, and professionalism to enhance productivity.

In my previous role as a Senior Executive in Customer Relations, I was responsible for managing customer inquiries related to cancellations, refunds, and exchanges. I prepared daily complaint reports and collaborated with various departments to resolve customer complaints efficiently. My ability to analyze customer data allowed me to develop insights about trends and behaviors, which helped in improving customer care processes.

Throughout my career, I have demonstrated effective communication and leadership skills, ensuring timely resolutions of customer queries while maintaining high levels of satisfaction. I am passionate about delivering high-quality service that builds credibility for both the organization and my career development.

Experience

Work history, roles, and key accomplishments

Senior Executive-Customer Relations

House of Anita Dongre Ltd

Oct 2016 - Apr 2022 (5 years 6 months)

Responded to store emails related to cancellations, refunds, and exchanges, and prepared daily complaint reports. Coordinated with various departments to resolve customer complaints and handled customer escalations with professionalism and efficiency.

Customer Relations Complaint Handling Data Analysis Process Improvement Communication

Process Executive-Customer Support

ZoomIn Online India Pvt Limited

May 2014 - Oct 2016 (2 years 5 months)

Handled customer queries and concerns across PAN India via Chat and Emails, including pre-sales inquiries. Oversaw the customer service process by answering phone calls and emails, responding to complaints, and assisting with basic troubleshooting.

Customer Support Chat Support Email Support Product Knowledge Troubleshooting

Ecare Executive

Cleartrip Travel Services

Apr 2012 - Oct 2013 (1 year 6 months)

Responded to customer queries via email related to flight, hotel, and train bookings, handling requests for booking inquiries, cancellations, refunds, and amendments. Coordinated with internal departments and external partners to resolve customer issues efficiently and ensured timely resolution of queries within the defined Service Level Agreement (SLA).

Customer Service Email Communication SLA Management

Education

Degrees, certifications, and relevant coursework

Maharashtra Board

Higher Secondary Certification, General Studies

2002 - 2004

Obtained Higher Secondary Certification from Maharashtra Board. This certification signifies completion of secondary education, preparing for further academic or professional pursuits.