Taqiya Amjad
@taqiyaamjad
I am a Customer Service Manager improving operations, training, and quality.
IndiaWhat I'm looking for
I am a Customer Service Manager with over 10 years of experience at ICICI Bank Limited, focused on training & development, operations management, quality assurance, and team leadership.
I designed and led product and process training programs, developed standardized content under the Learning Matrix, and created email response templates to improve consistency and efficiency. I coordinated with business heads on product launches and process improvements and was recognized with Service Excellence Awards for customer service performance.
My experience spans roles from Customer Service Officer to Senior Process Trainer & Content Developer and Assistant Manager I, where I performed compliance audits, managed escalations, conducted appraisals, and led initiatives that enhanced service levels. I emphasize process mapping, SOP development, and service level optimization to drive operational excellence.
I hold a Bachelor of Computer Applications (First Class Distinction) and speak English, Hindi, and Telugu. I am committed to mentoring teams, strengthening compliance, and delivering measurable improvements in customer satisfaction.
Experience
Work history, roles, and key accomplishments
ILSenior Process Trainer
ICICI Bank Limited
Jan 2010 - Dec 2012 (2 years 11 months)
Designed and led product and process training programs and developed standardized content under the Learning Matrix to improve onboarding consistency and response quality.
ILTeam Leader
ICICI Bank Limited
Jul 2009 - Jun 2012 (2 years 11 months)
Oversaw team performance, conducted appraisals, and led initiatives that enhanced service levels and team productivity across customer service operations.
ILRisk & Compliance Auditor
ICICI Bank Limited
Feb 2006 - Apr 2009 (3 years 2 months)
Conducted compliance audits and risk assessments to minimize errors and ensure adherence to internal policies, producing audit findings and remediation recommendations.
ILService Quality & Escalations Manager
ICICI Bank Limited
May 2005 - Jan 2006 (8 months)
Managed high-level customer complaints and coordinated cross-functional teams to deliver prompt resolutions and improve service recovery processes.
ILCustomer Service Officer
ICICI Bank Limited
Jan 2003 - Apr 2004 (1 year 3 months)
Handled first-line customer service for banking products, resolving inquiries and delivering solutions while maintaining service standards and documentation.
Education
Degrees, certifications, and relevant coursework
St. Paul's High School
Secondary School Certificate, Secondary Education
Grade: 76%
Completed Secondary School Certificate at St. Paul's High School, Karimnagar, passing with 76%.
Sphoorthy Degree College
Bachelor of Computer Applications, Computer Applications
1999 - 2002
Grade: First Class Distinction (80%)
Bachelor of Computer Applications from Sphoorthy Degree College, Osmania University, completed 1999–2002 with First Class Distinction (80%).
Vani Niketan Junior College
Intermediate, Intermediate
Grade: 79%
Completed Intermediate at Vani Niketan Junior College, Karimnagar, passing with 79%.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Job categories
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