Open to opportunities

Wasim Shaikh

@wasimshaikh

Message

Experienced Customer Support Professional | Multichannel Specialist| HubSpot & Chat GPT Certified

India

Message

What I'm looking for

Seeking a challenging role that leverages my customer service skills to drive business growth and customer satisfaction.

With extensive experience in customer care and technical support, I have excelled in roles at leading companies such as Revolut, Tech Mahindra, SocialEyez, and du Telecom. At Revolut, I progressed rapidly from Level 1 to Level 3 Support Specialist, demonstrating my quick learning ability and expertise in handling complex issues such as fraud investigations and cybersecurity. My time at Tech Mahindra and du Telecom provided me with a solid foundation in telecommunications, where I managed customer relations, addressed service complaints, and handled high-priority escalations, earning recognition for my dedication and excellence.

As the Proprietor of Janata Aushadhi Kendra, I honed my leadership and management skills by overseeing daily operations and leading a team in the healthcare sector. This role involved handling customer inquiries, managing orders and deliveries, and ensuring top-notch customer service. My proactive approach and problem-solving abilities were further demonstrated by my success in maintaining smooth operations and achieving high customer satisfaction.

Throughout my career, I have received multiple awards and recognitions, highlighting my commitment to excellence and customer satisfaction. With certifications in customer service training from Hubspot Academy and proficiency in various technical tools, I bring a well-rounded skill set and a track record of success in both telecommunications and healthcare environments. My strong communication skills, ability to manage multiple priorities, and dedication to continuous improvement make me a valuable asset to any team.

Experience

Work history, roles, and key accomplishments

Current

PROPRIETOR

Current

Janata Aushadhi Kendra

Jan 2017 - Present (8 years 5 months)

Handling day to day operations of the shop. Handling inquiries of walk-in customers.
Answering inquiries received via telephone calls, SMS, WhatsApp & Social- Media etc.
Following up with customers regarding orders & deliveries.

Customer Service Order Management Communication Skills Problem Solving Customer Relationship Management

SUPPORT SPECIALIST -LEVEL3- ATO

Revolut

Jan 2023 - Apr 2024 (1 year 3 months)

Support customers via in-app chat, assisting with app installation, registration, KYC document analysis, and data processing.
Assist customers with compromised accounts due to fraud/scams, identifying scam methods and guiding account security.
Collaborate daily with Cybersecurity, IT, Legal, and Product teams across London, Lisbon, Madrid, Paris, and Vilnius using Zendesk, Jira, Slack, and G-Suite

Global Team Collaboration Zendesk Jira Slack G Suite Customer Support Fraud Investigation Chat Support

CUSTOMER RELATIONS ADVISOR

Tech Mahindra

Nov 2014 - Jul 2016 (1 year 8 months)

Respond to queries and address service complaints in a timely manner from customers who want to end their services.
Match or beat competitor offers as per company policy.
Ensure full compliance to regulatory policy when terminating services for customers.
Follow up with courier service to ensure timely delivery of phones.
Guide customers to claim insurance, warranties & replacements.

Customer Service Regulatory Compliance Customer Retention Cross Sell Order Management

ONLINE CUSTOMER CARE SPECIALIST

SocialEyez

Oct 2011 - May 2014 (2 years 7 months)

Follow all communication activity regionally & globally to understand & respond to complaints & queries.
Work with analytics department to monitor & measure customer sentiments.
Ensure clients’ social media pages are cleansed of spam, abusive/coercive language & unrelated topics/discussions

Customer Service Social Media Analytics Tech Support Reputation Management

BILLING & SUPPORT ASSISTANT

du Telecom

Aug 2007 - Oct 2011 (4 years 2 months)

Directly resolve customers’ complaints by preparing adjustments for genuine billing complaints.
Was SPOC for all customer relations escalations i.e complaints raised to C-level management, TRA, Social-Media, Newspapers & Radio
Answer internal and external emails/Faxes and queries received by other channels.
Moved to CEO sponsored Customer Excellence Program in Dec 2010 in the Billing Trouble Ticke

Billing Customer Support Refund Check Process Escalation Management Customer Experience

SENIOR CUSTOMER SUPPORT ASSOCIATE

Accenture

Nov 2005 - May 2007 (1 year 6 months)

Guide customers to troubleshoot issues related to the internet. Assist in hardware and software installation of equipment for new customers.
Escalate to line maintenance teams in case of line faults. Mentored new advisors from training to taking live calls.

Customer Support Troubleshooting Hardware Hardware Software Installation And Troubleshooting Diagnostics