Tasneem Shaikh Email & Phone Number

Mumbai, Maharashtra, India

Currently working as a Sales Team Lead -Business Development in M/s Barrier Break .BarrierBreak is the leader in offshore Digital Accessibility testing and consulting based in India, founded in the year 2004 with a strong belief that that technology can empower people with disabilities and elderly to live independently. We offer expert web accessibility testing services and consultancy to assist businesses with making websites accessible in accordance with WCAG 2.1 and 2.2. Our approach to web accessibility testing aims to ensure that all users, regardless of ability, can access and interact with digital content with ease and without barriers.

Mumbai

Team Manager – Pre Visit team (Sept’2018 till date)The pre visit team is the first customer/patient interface team, responsible for converting leads into footfalls at the clinics.Responsibilities:• Currently leading a team of 37 agents, 2 team leaders, and 2 subject matter experts, fostering a culture of high-performance and collaboration.• Spearheading efforts to enhance lead to visit ratio and absolute visit numbers through process improvements.• Collaborating closely with the marketing team to assess and improve the lead quality• Coordinating with the capacity team and clinical team to optimize calendar slots, ensuring efficient scheduling and utilization of clinic resources.• Conducting regular team meetings and training sessions to enhance skills, product knowledge, and customer engagement techniques.Achievements • Achieved a 20% increase in lead to visit conversion rate within the first quarter of assuming the role.• Led the team to break the all-time high record for absolute visit numbers in this financial year, showcasing exceptional leadership and team collaboration. Previous assignments at QI Lifecare Pvt LtdTeam Coach – Pre Visit team Promoted as a Team coach for the pre visit team on April 2021• Improved the overall efficiency by monitoring and lead funnel for my team and improving the sub ratios of lead to valid connect, valid connect to appointment booked and appointment booked to visit• Provided timely inputs to the team to improve the effectiveness of the callingExecutive – Pre Visit team • Expertly managed and responded to online inquiries via Google, Facebook, and the official website, showcasing exceptional digital communication skills.• Successfully handled inbound inquiries on a Pan India basis, demonstrating a broad understanding of diverse client needs and preferences.

Mumbai Area, India

Key Deliverables:Customer complaints are responded and managed, to ensure that Customers, Operators and Drivers are dealt with fairness to drive Company standards of Customer Service.TAT adherence for complaints.Delivering Customer experience and brand promise at every touch point to a benchmarked quality.Leading IRD executives team to ensure 24/7 SLA’s of Co. are met.Maintain complete and accurate customer & operator correspondence data.Act as an interface between management and customers; understanding their needs and mapping it to our product and services.Drive NPS of company by ensuring Quality service levels of Operators & VendorsPreparing weekly and monthly analysis report .Creating an environment that sustains and encourage high performance; motivating team mates in optimizing their contribution levels.Supervising customer service operations for rendering quality services; providing customer support by answering queries and resolving their issues on priority.Training for Agents as per the standard procedures.Creating performance metrics for the teams and delivering targets.Action plans for Agents , driver’s and Operators are followed as per the Co SLA.

Mumbai Area, India

Key Deliverables:Previously handled corporate reservations, tracking of VIP duties and coordination with network locations.Handled many events for the company.Currently taking care of the billing department and doing auditing of the duty slip and looking after the dispatch on daily basis.Preparing dispatch statements, handling customer visit and coordinating with network locations for all billing queries.Handling customer queries on Pan India basis.Notable Attainments:Twice received Best Employee of the Month for August 2008 and November 2010

Mumbai

Performed basic office and administrative roles. Improved techniques used by existing client service representatives for overall client satisfaction. Prepared daily, monthly reports and sent it to Skoda Auto; responsible for registering insurance claims, prepared estimate and took approval from clients.Handled customer complaints, opened job cards and the service appointment requests and confirmation of the schedules. Held multifaceted responsibilities like final verification of the contents booked on the closing job cards prior to submitting to the insurance and warranty claims department and looked after survey and re-inspection. Ensure that the car is delivered on time and follow ups are made with the clients for all the outstanding payments

I was responsible registered complaints, demonstrated calls, handled customer queries for Mumbai Region and also made feedback calls regarding the quality of service by Whirlpool. Maintained records for repeat complaints and coordinated with service centres for customer complaints in order to resolve them

Mumbai

Key Deliverables:Prepared reports on weekly basis, certificates on completion of course and looked after the course material and stationery.Prepared salary statement for the Staff and also coordinated with Head office

10Th

Postgraduate Degree, International Business, Distinction

Bachelor'S Degree, B.A

Majored Psychology and Sociology

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