Curriculum vitae
Personal Information
FIRST NAME / SURNAME
ADDRESS
TEL
EMAIL
LINKEDIN
NATIONALITY
DATE OF BIRTH
GENDER
DESIRED POSITION
Zoya Shaikh
Poonam Sagar Complex, Mira Road (E) Thane--https://www.linkedin.com/in/zoya-shaikh-
Indian
07 - November - 1988
Female
Assistant Manager (Escalation Team)
Work Experience
DATES
POSITION
RESPONSIBILITIES
January 2016 - Present
IDFC FIRST BANK - Of cer
• Resolving clients and customer’s queries, request
and complaint via mail, call and letter medium.
• Giving training to the NewBies in Department and
providing end to end support.
• Do Root cause analysis on escalations and report to
senior management on meetings.
EMPLOYER / ADDRESS
TYPE OF BUSINESS
DATES
POSITION
RESPONSIBILITIES
• Co-Ordinating with respective team to get the job
done to resolve customer’s request / complaint.
IDFC FIRST BANK , Juinagar, Navi Mumbai.
Private Ltd.
December 2013 - January 2016
Senior Technical Support Of cer
• Handling queries and giving customer satisfaction for
Leading Australia based network service provider coOptus.
• Meeting clients requirements like CSAT,CPMs etc.
EMPLOYER / ADDRESS
TYPE OF BUSINESS
Convergys Thane.
Private Ltd.
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PAGE 1- CURRICULUM VITAE OF Zoya Shaikh
Curriculum vitae
Education and Training
YEAR
QUALIFICATION AWARDED
INSTITUTION
YEAR
PRINCIPAL STUDIES
INSTITUTION
EXTRA CURRICULAR
2013
B.com Correspondence
Mumbai University
2004 - 2006
H.S.C
G. H College
Strategy and Operation - IBMI Berlin
Leadership and Team Development - IBMI Berlin
Skills and Competences
LANGUAGE SPOKEN
OTHER LANGUAGE(S)
ORGANISATIONAL SKILLS AND
COMPETENCES
English
Hindi, Marathi and Tamil
• Team player, Practical and Systematic approach
• Ability to explain ideas and presentations
• Major focus on FCR - First Call Resolution
• Ownership and Problem-solving Skill
• Excellent communication and Listening skills
COMPUTER SKILLS AND
COMPETENCES
45 WPM (Word Per Minute)
Ms.Of ce - Word, PowerPoint, Excel
Salesforce - CRM, Egain, Cbs, Xerate, Dlms, Dbs, Dcms,
Aurionpro, Ecms.
CAREER ACHIEVEMENT
• Star of the month (90% NPS)
• Star Performer for Quality Consistency above 85%
Hi Team,
Lastly I would like to thank you for reading out my
Curriculum. I am a Mother of 2 kids and an Enthusiast
Customer Service Provider. My life mantra is “Provide a
service, where we build repeat clients ”
Have a worthwhile day .
fi
PAGE 2- CURRICULUM VITAE OF Zoya Shaikh
