Zameer Shaikh

Results-driven Escalation & Customer Experience Manager with 8+ years of expertise in service operations, claims management, and underwriting. Proven ability to manage 500–600+ monthly escalations across Mobile, Laptop, and Home Appliances categories while maintaining a 99% resolution rate and improving turnaround time by 30%. Strong track record in team leadership (15+ members), process optimization, and stakeholder management, delivering measurable improvements in customer satisfaction and operational efficiency.

Manager – Escalations - OneAssist Consumer Solutions Pvt. Ltd. (via Bolttech Device Protection India Pvt. Ltd.)

(2017-02)

• Managing end-to-end escalation lifecycle across customers, partners, and leadership teams
• Leading a team of 15 members, driving performance, productivity, and service quality
• Handling 500–600 high-priority escalations per month across multiple product categories
• Improved Turnaround Time (TAT) by 30% through process optimization
• Consistently maintained a 99% resolution rate for critical cases
• Managing social media escalations, ensuring brand reputation and customer satisfaction
• Conducting Root Cause Analysis (RCA) to identify recurring issues and implement corrective actions
• Defining and tracking KPIs, improving overall team efficiency by 20–25%
• Collaborating with cross-functional teams for faster issue resolution and service delivery
• Driving continuous process improvements, enhancing workflow efficiency

Team Lead - RCI Cash Management Services Pvt. Ltd.

(2016-01 - 2016-11)

• Managed ATM MIS reports and dashboards for operational tracking
• Handled bank and customer escalations, ensuring timely resolution
• Coordinated with internal teams to reduce issue resolution time by 15%

MIS Executive Assistant & Help Desk Coordinator - Fidelity National Information Services (FIS)

(2012-12 - 2016-01)

• Monitored ATM transactions and operational performance dashboards
• Logged, tracked, and resolved system/network issues
• Managed hardware & network escalations, ensuring minimal downtime
• Improved reporting accuracy and tracking efficiency

Bachelor of Commerce - Commerce - Mumbai University (2012)