Asif Shaikh

Dynamic and results-driven Customer Service and Team Leader with over 11 years of experience in leading teams, delivering exceptional customer service, and driving customer retention in fast-paced contact center environments. Expertise in coaching and motivating teams, resolving complex customer issues, and fostering lasting customer relationships. Proficient in consultative sales, performance management, and process improvement, consistently exceeding sales targets while achieving key performance metrics aligned with client objectives.

A commitment to excellence ensures a positive impact on team performance and customer satisfaction.

CSR - Level 2 - General Motors Onstar - Concentrix PVT LTD - Oshawa, Ontario, Canada

(2025-11)

• Handled high-volume inbound customer calls, providing support with account inquiries, vehicle diagnostics, navigation, roadside assistance, and emergency services.
• Identified customer needs and recommended appropriate service plans to improve customer retention and satisfaction.
• Consistently exceeded hourly, weekly, and monthly sales targets while maintaining high performance in Customer Satisfaction (CSAT), Average Handle Time (AHT), productivity, and Service Level Agreement (SLA) metrics.
• Resolved customer concerns efficiently while delivering a positive customer experience and maintaining accurate account documentation.

Team Lead - Operations - Teleperformance PVT LTD - Mumbai, India

(2024-02 - 2025-08)

• Facilitated team meetings with management for daily reviews, identifying potential issues, assessing their severity, and implementing strategies to mitigate their impact.
• Inspired and motivated team members to not only meet but surpass customer expectations by leading by example, thereby availing additional monetary benefits and perks.
• Executed quality analyses on the cases processed by agents, ensuring that team performance aligns with the set benchmarks as per the client's SLA.

Team Lead - Operations - Infinx Services PVT LTD - Seepz - Mumbai, India

(2020-04 - 2023-12)

• Collaborated with team members to facilitate the closing of sales, cross-selling, and up-selling of products and services through chats and various platforms.
• Directed a team of 40 analysts by allocating daily tasks, conducting audits on internal sampling, managing conflict resolution, and nurturing strong team connections based on their KRA metrics.

Sr Customer Representative - Tech Mahindra PVT LTD - Mind Space - Mumbai, India

(2018-09 - 2020-04)

• Effectively managed a high volume of inbound and outbound customer calls, addressing inquiries and delivering assistance.
• Sustained a high level of product knowledge to provide accurate information to customers.
• Diagnosed customer issues and identified the root causes of problems to effectively resolve product or service complaints.

Sr Customer Support Representative - WNS Global Services - Godrej - Mumbai, India

(2015-07 - 2018-08)

• Managed cases and emails for deceased profiles, ensuring a seamless transfer of accounts to executors or next of kin to uphold business continuity.
• Enhanced customer satisfaction by promptly and effectively addressing inquiries and complaints.

Assistant Manager - Kotak Mahindra Bank LTD - Infinity IT Park-Mumbai, India

(2014-03 - 2015-06)

• Assisted customers with banking needs and inquiries, monitored account activity, and identified suspicious transactions, taking appropriate action to avert fraud.
• Oversaw inbound and outbound calls, ensuring customer satisfaction by comprehending their needs, and cross-sold credit cards, loans, and other banking products.

Bachelors - Commerce - University of Mumbai (2013-01)