Najeema Begum Shaik
Pyes Pa
Summary
Customer-focused banking professional with a proven ability to deliver exceptional customer experiences and tailor banking solutions to meet individual needs. Skilled in fostering trust, building rapport, and leveraging product knowledge to provide effective and efficient solutions. Motivated by making a positive difference in customers' lives and contributing to a team’s success. Adept at working in fast-paced environments while maintaining attention to detail and compliance.
Overview
9
9
years of professional experience
Work History
Customer Service Representative
BP Connect
07.2023 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Delivered exceptional customer service by actively listening and understanding customer needs.
- Educated customers on products, services, and self-service functionalities to enhance their banking experience.
- Delivered personalized, authentic interactions, ensuring tailored solutions for individual circumstances.
- Resolved customer inquiries and issues efficiently, ensuring first-time resolution and maintaining high satisfaction levels.
- Maintained accurate records and ensured compliance with regulatory and business requirements.
- Demonstrated good judgment in decision-making and provided sound recommendations.
- Collaborated effectively with team members to achieve customer and business goals.
Office Administrator and Customer Service
Novus Glass
07.2022 - 04.2023
- Managed office inventory by maintaining detailed records and coordinating supply orders.
- Supported daily operations with efficient scheduling and meeting coordination.
- Enhanced office productivity, organizing tasks and streamlining workflows.
- Assisted team members to improve communication and collaboration.
- Supported office manager with proactive correspondence management, document coordination and customer relations.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Answer Phone calls- Booking Jobs. Calling Customers about booking their vehicle and ID Windscreens.
- Ordering Screen/Body glass and other related products.
- Managing customer complaints/Issues and solving them.
- Entering AP/AR invoices.
- Repairing Chip and Recalibrating Windscreens.
- Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
- Interacted with customers by phone, email or in-person to provide.
Test Analyst
Tata Consultancy Services
03.2017 - 05.2020
- Increased overall test coverage, prioritizing high-risk functionalities for thorough examination.
- Boosted team efficiency through effective knowledge sharing sessions and mentoring junior testers.
- Reviewed all test cases and test scripts for quality and identified additional areas to review.
- Assessed third-party tools used in the testing process, providing recommendations for tool selection based on compatibility with organizational needs and budget constraints.
- Studying and Understanding the System Requirements and Functional Specifications of the application.
- Understanding and developing the test cases testing based on User Stories.
- Developed Manual test scripts for different test scenarios covering all aspects of project functionality.
- Preparation of test cases based on Functional specifications. Execution of test cases, bug reporting and bug verification.
- Experience testing complex applications, and have passion for finding bugs.
- Attending development project meetings with developers and end users.
- Manual testing of front and back-end systems covering the full lifecycle.
- Data Analysis using SQL Queries to make sure the data from backend is populating correctly.
- Understanding of budgeting, accounting principles, receivables, and payables.
- Creating data reports & monitoring all data for accuracy.
- Liaising with end users and 3rd party suppliers
Technical Specialist
Bodh Tree
10.2015 - 01.2017
- Trained junior technicians on industry best practices and company-specific procedures, fostering a culture of continuous learning and professional growth.
- Provided exceptional customer support, resolving complex technical issues with effective communication skills.
- Completed troubleshooting and diagnostics on company resources.
- Managed multiple high-priority projects simultaneously, consistently meeting deadlines while maintaining attention to detail.
- Provide assistance to customers via phone, email, or chat, addressing their queries and issues related to internet connectivity and services.
- Diagnose and troubleshoot technical issues with internet connectivity, such as slow speeds, disconnections, and service outages.
- Identify and resolve hardware, software, or network-related problems that may affect internet service.
- Monitor network performance and identify potential issues proactively.
- Analyze network logs and reports to identify patterns or anomalies that may indicate problems.
- Assist customers with the configuration and setup of their internet equipment, including modems, routers, and other devices.
- Provide guidance on optimizing network settings for better performance.
- Address issues related to ISP-provided software or applications that customers use for managing their accounts or accessing additional services.
- Collaborate with network engineers, field technicians, and other technical teams to resolve complex issues.
- Document customer interactions, troubleshooting steps, and solutions in a comprehensive manner.
- Performed responsibilities of preparing technical documentation to ensure quality testing of product.
Education
Bachelor of Science - Computer Science And Engineering
Jawaharlal Nehru Technological University
Hyderabad, India06-2013
Skills
- Active listening
- Customer Service
- Critical thinking
- Data entry Skills and Competencies
- Motivation: Proactive, self-managing, and driven to achieve positive outcomes for customers
- Mental Agility: Quick learner, adaptable, and open to feedback for continuous improvement
- Resilience: Strong ability to handle challenges, embrace change, and navigate ambiguity
Skills and Competencies
Personal Skills
- Interpersonal Skills: Skilled at building trust and rapport, demonstrating patience and empathy
- Exceptional customer experience and sales skills, with a focus on needs-based solutions
- Strong verbal and written communication abilities, including active listening and empathy
- Effective problem-solving, with the ability to quickly assimilate and articulate information
- Proficient in PC operations and keyboarding, with fast and accurate data entry skills
- MSSQL Server, MySQL, Data warehouse design
- Selenium, Jira, ISTQB Certified
Technical Skills:
Timeline
Customer Service Representative
BP Connect
07.2023 - Current
Office Administrator and Customer Service
Novus Glass
07.2022 - 04.2023
Test Analyst
Tata Consultancy Services
03.2017 - 05.2020
Technical Specialist
Bodh Tree
10.2015 - 01.2017
Bachelor of Science - Computer Science And Engineering
Jawaharlal Nehru Technological University
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