Afsheen M. Email & Phone Number

Auckland, New Zealand

Sheridan is a premium home and lifestyle brand.• Created a customer-centric environment, leading to a 20% increase in customer satisfaction and a 12.68% improvement in NPS scores.• Managed customer inquiries and transactions, driving a 15% increase in repeat business.• Led a diverse team to exceed financial targets by 10% through collaborative efforts.• Implemented customer service training programs, resulting in enhanced team performance and customer experience.• Maintained effective communication with team members and customers, ensuring clarity and understanding.• Developed visual merchandising strategies that boosted sales by 10%.

Auckland, New Zealand

• Elevated customer loyalty through exceptional customer service.• Boosted sales by effectively marketing premium products.• Maintained high merchandising standards, contributing to increased sales.• Exceeded sales and KPI targets, significantly contributing to revenue.• The management team of New Zealand have recommended me for a full-time role.

New Zealand

Jaipur, Rajasthan, India

Studio Chinar (Brand Injiri) is a distinguished fashion design and manufacturing firm specialising in garments crafted from handwoven fabrics.• Managed over 250 key B2B accounts and acquired 57 new international clients, driving a 17% revenue increase.• Implemented a SaaS operational system, which improved order and production accuracy by 30% and streamlined customer service.

India

Specialise in delivering high-impact training programs in various industries, including customer service, sales, and soft skills. Notable clients included Arvind Mills and Hindustan Zinc Ltd.• Delivered highly effective customer service and sales training, focusing on customer engagement and satisfaction, resulting in improved customer retention and increased sales.• Leveraged digital tools and platforms to deliver training sessions, showcasing proficiency in technology and enhancing the learning experience for participants.• Developed and customised training materials to meet the specific needs of clients, ensuring relevance and maximum impact.• Received consistently positive feedback from participants, indicating high levels of engagement and satisfaction with the training sessions.• Collaborated with clients to identify training needs and objectives, tailoring training programs to address specific challenges and goals.• Maintained clear and concise communication with clients and participants, explaining complex concepts in a manner easily understood by all.• Ensured consistency in training delivery and materials, adhering to established standards and guidelines.• Proofread all training materials and communications, ensuring accuracy and professionalism in content and presentation.

Jaipur, Rajasthan, India

Developed sales teams and training processes for one of India's largest standalone health insurance companies. It was recently rebranded as Niva Bupa Health Insurance.• Developed and implemented comprehensive training programs for sales teams, resulting in improved performance and increased sales revenue.• Provided training and coaching to front-line sales managers, branch managers, and third-party partners, equipping them with the necessary skills and knowledge to excel in their roles.• Successfully activated 75% of agents through effective training, significantly expanding the company's sales force and market reach.• Streamlined training processes and procedures, ensuring consistency and efficiency in the delivery of training programs.• Utilised a variety of training methods, including workshops, role-playing exercises, and e-learning modules, to cater to different learning styles and maximise knowledge retention.• Monitored and evaluated the effectiveness of training programs, making necessary adjustments and improvements to optimise learning outcomes.• Maintained clear and concise documentation of training materials and resources, facilitating easy access and knowledge transfer.• Collaborated with cross-functional teams to identify training needs and develop customised training solutions to address specific challenges and opportunities.

Jaipur, Rajasthan, India

One of India's most prominent life insurance companies with life insurance and annuity plans. Now, it is rebranded as HDFC Life.• Conducted comprehensive training programs for HDFC bank employees and its affiliates, equipping them with in-depth knowledge of life insurance and annuity products.• Successfully trained branch managers and front-line sales managers of the company and third-party partners, ensuring their proficiency in product knowledge and sales techniques.• Developed and delivered engaging training modules, incorporating interactive activities and real-life case studies to enhance learning and retention.• Collaborated with subject matter experts to create training materials that were relevant, accurate, and up-to-date.• Maintained consistent communication with trainees, addressing their queries and providing ongoing support to ensure the successful implementation of training concepts.• Ensured clarity and simplicity in training delivery, avoiding technical jargon and complex terminology.• Proofread all training materials and documentation, ensuring accuracy and professionalism in content and presentation.• Evaluated training effectiveness through assessments and feedback, continuously improving training programs based on participant performance and suggestions.

Jaipur, Rajasthan, India

Prepared freshers for BPO interviews.• Conducted comprehensive training programs for job interview preparation, encompassing personality development, interview skills, and accent neutralization, resulting in a 50% success rate in prospects receiving job offers.• Developed and delivered engaging training modules, utilizing interactive techniques to enhance learning and retention.• Provided personalized coaching and feedback to individuals, addressing their specific needs and helping them build confidence and improve their interview performance.• Implemented effective strategies to neutralize accents, enabling candidates to communicate clearly and effectively during interviews.• Maintained accurate records of training sessions and progress, ensuring transparency and accountability in the training process.• Communicated training objectives and expectations clearly to participants, fostering a positive and inclusive learning environment.• Proofread all training materials and documentation, ensuring accuracy and professionalism in content delivery.• Stayed updated with industry trends and best practices in interview preparation, continuously enhancing training programs to meet evolving needs.

Mumbai, Maharashtra, India

BPO of Citi Group in Mumbai• Efficiently processed closing loans for Citi Bank's USA customers, ensuring accuracy and adherence to established procedures.• Specialised in the closing of 2nd and 3rd mortgages, demonstrating expertise in complex loan transactions.• Collaborated closely with internal teams and external stakeholders to facilitate smooth and timely loan closings.• Maintained a high level of attention to detail to ensure all documentation and paperwork were error-free.• Consistently met or exceeded productivity targets while maintaining a high standard of workmanship.• Developed a strong understanding of loan closing processes and regulations, ensuring compliance with industry standards.• Provided exceptional customer service, addressing inquiries and concerns promptly and professionally.• Contributed to process improvement initiatives, streamlining loan closing procedures and enhancing operational efficiency.

Pune, Maharashtra, India

One of the biggest BPOs in India• Conducted thorough audits and monitoring of inbound and outbound calls, ensuring compliance with quality standards and providing constructive feedback to team leaders.• Mentored and coached customer care executives based on call audits, resulting in improved performance and customer satisfaction.• Generated comprehensive weekly and monthly process reports, providing valuable insights and recommendations for process improvement.• Took on the role of mentoring new quality analysts, sharing knowledge and best practices to facilitate their professional growth and development.• Demonstrated exceptional performance and dedication, earning a promotion from customer care executive to quality analyst within nine months.• Maintained consistent formatting and style in all process reports and documentation, ensuring clarity and professionalism.• Communicated effectively with team leaders and executives, avoiding industry-specific jargon and using clear and concise language.• Diligently proofread all reports and documentation, ensuring accuracy and error-free presentation.

Master Of Business Administration - Mba, Business Sustainability

Bachelor Of Business Administration (B.B.A.), Mis

Higher Secondary, Biology, General