Sana Sheikh Email & Phone Number

Mumbai, Maharashtra, India

Mumbai, Maharashtra, India

• Define call work flows, quality checklist and call guidelines for pilot processes• Design call monitoring formats and quality standards. • Participate in customer and client listening programs to identify customer needs and expectations. • Monitor calls to identify process improvements and highlight errors made by agents to ensure correct process is being followed• Identify historical trends through data analysis to determine which agents require more attention and those that require less. • Coordinate and facilitate call calibration sessions • Monitor efforts to resolve product issues and track progress• Prepare weekly and monthly quality reports• Provide regular feedbacks to the representatives and work with bottom performers to help them improve their scores• Lead client calibration calls to identify any process improvements and ensure that team leads incorporate the same in their work flow

Mumbai, Maharashtra, India

• Answer inbound calls professionally and respond to customer inquiries and complaints.• Identify customer needs, clarify information, research every issue and provide solutions • Build sustainable relationships and engage customers by taking the extra step• Meet personal targets and work towards meeting team targets.• Keep records of all conversations in the database in a comprehensible manner• Frequently attend educational sessions to improve knowledge and performance level• Participate in customer and client listening programs to identify customer needs and expectations.• Monitor calls and identify historical trends through data analysis to determine which agents require more attention and those that require less.

Mumbai, Maharashtra, India

• Respond efficiently and accurately to inbound calls, ensuring that customers feel supported and valued• Identify customer needs, resolve issues and provide solutions• Make recommendations for products that may better suit client needs (chase identity cover and fraud protection cover)• Meet personal targets and work towards meeting team targets• Provide excellent customer service• Consistently achieve sales targets and performance matrix.

Mumbai, Maharashtra, India

• Handle inbound inquiries and provide the desired information by researching and locating details of the bank accounts, create standing orders and direct debits• Input data into the company’s computer platform to keep customer’s record updated• Identify potential customers and make the necessary recommendations for Home insurance, personal loan, motor insurance and credit cards• Provide excellent customer service• Process overdraft and loan applications• Take part in training and other learning opportunities • Consistently achieve assigned targets and service performance standards.

3 Year Llb, Law

Bachelor Of Commerce - Bcom, Business/Commerce, General

Education record