Shoaib Shaikh

Career.io Jul 2022 – Present

Fulfilment & Customer Support Associate Managed client interactions on Front, ensuring a seamless experience across email, phone, and live chat. Collaborated with product and technology teams to translate client feedback into actionable insights, driving process optimisation and successful system integrations. Proactively monitored order inventory, identifying and mitigating potential issues to prevent disruptions. Developed and implemented customer success plans, outlining clear objectives, milestones, and metrics to track progress and ensure mutual success. ● Streamlined writer workflows by managing inboxes and promptly handling emails on Front, ensuring timely project completion. ● Collaborated with technical teams to optimie annotation tools and improve data processing workflows. ● Consistently surpassed performance goals, including maintaining a refund rate below 2%. ● Conducted regular check-ins and reviews with clients to assess their satisfaction levels, gather feedback, and identify opportunities for upselling or cross-selling services. ● Resolved and managed 400+ client inquiries while upholding an SLA of over 95%. ● Leveraged customer feedback and insights to provide recommendations for product enhancements, features, or improvements to increase customer satisfaction and retention. ● Supported the development of generative AI systems through prompt engineering and writing creative, structured content in English. ● Significantly contributed to improving writer NPS and boosting Customer CSAT scores. ● Monitored daily inbound/outbound calls and assessed compliance with process and quality standards. ● Delivered feedback and coaching sessions to agents based on quality parameters and soft skills. ● Conducted RCA (Root Cause Analysis) for escalations and complaints to drive service improvements.

Tata Consultancy Services, Pune, India Feb 2015 – Jan 2020 Senior Customer Service Officer Managed a portfolio of key client accounts, serving as the primary point of contact for addressing issues, providing guidance, and driving customer satisfaction. Facilitated product demonstrations and training sessions for new hires, empowering them to maximise the value of the company's products and services. ● Streamlined customer resolutions by exceeding 95% first call resolution rate, driving satisfaction gains. ● Analysed customer data to identify trends, leading to policy development that boosted satisfaction by 80%. ● Developed comprehensive customer service scripts, empowering representatives to confidently handle complex inquiries. ● Equipped new hires with best practices, resulting in a 60% reduction in customer service escalations. ● Audited customer interactions, identifying opportunities to refine service delivery processes.