Tasleem Bano

Dynamic and results-oriented Operations & Customer Experience Leader with 8+ years of experience managing high-performing teams, improving service quality, and driving operational excellence in fast-paced environments. Proven expertise in team leadership (25+ members), CSAT enhancement, quality auditing, process optimization, and cross-functional collaboration. Recognized as Best Unit Head for outstanding leadership and consistent operational performance.

Adept at building structured workflows, coaching talent, and delivering measurable business impact at scale.

Unit Head – Chat Process & Inbound Process - NoBroker Technology Pvt. Ltd. - Bangalore, India

(2021-08)

• Led and managed a team of 25+ customer support executives across chat and inbound operations, driving accountability and high engagement.
• Designed and implemented structured workflows and process enhancements that measurably improved team throughput and first-contact resolution rates.
• Conducted regular quality audits and performance reviews, maintaining consistent service standards and identifying coaching opportunities.
• Spearheaded CSAT improvement initiatives through real-time feedback loops, targeted coaching, and root-cause analysis of customer pain points.
• Designed and delivered team training programs to upskill executives on product knowledge, communication, and complaint resolution best practices.
• Collaborated with cross-functional stakeholders (Product, Tech, Sales) to streamline customer journeys and resolve systemic operational gaps.
• Awarded "Best Unit Head" for exceptional team performance, leadership excellence, and sustained operational efficiency.

Senior Relationship Manager - Rupeek Fintech Pvt. Ltd. - Bangalore, India

(2021-02 - 2021-08)

• Managed end-to-end customer relationships for gold loan services, ensuring high satisfaction and repeat engagement.
• Increased conversion rates through consultative communication, trust-building, and tailored financial guidance for loan transfer customers.
• Assisted clients in navigating loan transfer processes, simplifying complex financial decisions and improving client outcomes.

Customer Service Executive - Home Credit India - India

(2019-02 - 2020-12)

• Handled end-to-end loan application processing, coordinating between customers, underwriting teams, and documentation workflows.
• Managed high volumes of inbound and outbound customer interactions, ensuring accurate product information and timely issue resolution.
• Maintained detailed CRM records of customer interactions and feedback, supporting data-driven service improvements.
• Ensured timely escalation and resolution of customer complaints, contributing to sustained service quality and satisfaction scores.

Customer Support Executive - Teleperformance India - India

(2017-04 - 2019-02)

• Delivered multi-channel customer support across chat, email, and voice, consistently meeting quality and SLA benchmarks.
• Resolved complex customer queries efficiently while managing multiple tools and systems simultaneously in a high-paced BPO environment.
• Maintained high customer satisfaction scores through empathetic, solution-oriented communication and proactive issue resolution.

Bachelor of Engineering - Computer Science - NRI Institute of Information Science & Technology