Shahnaaz Shafi
Advisor (Sr. Investigator specialist)
Hyderabad
Summary
Proven Advisor at Amazon, excel in problem-solving and communication, driving client retention through innovative digital platforms and enhancing team productivity by over 30%. At Tata Business Support Services, led improvements in case resolution efficiency, embodying self-motivation and a customer-centric approach to escalate satisfaction and performance. Well-regarded operational Advisor highly effective at analyzing data and trends to make timely, useful, and effective recommendations. Well-versed in operating in complex, dynamic environments under tight deadlines. Prepared to leverage 6 years' experience to take on new position with any company.
Overview
5
5
years of professional experience
4
4
years of post-secondary education
1
1
Certification
Work History
Advisor
Amazon
Hyderabad
03.2019 - Current
- Developed long-lasting relationships with clients to ensure consistent retention and loyalty.
- Maintained up-to-date knowledge on industry trends and regulations, ensuring accurate advice was provided to clients at all times.
- Mentored junior advisors, fostering a supportive team environment focused on growth and learning.
- Enhanced team productivity with introduction of streamlined processes for client assessments and follow-ups.
- Led team in development of digital advisory platform, enhancing accessibility and engagement for clients.
- Streamlined client reporting mechanisms, providing more transparent and accessible investment performance data.
Escalation Specialist
Tata Business Support Services
Hyderabad
02.2020 - 12.2020
- Resolved customer complaints by effectively managing escalations and addressing concerns in a timely manner.
- Championed a customer-centric approach within the escalation team, consistently advocating for clients'' best interests and satisfaction.
- Reduced case resolution time by closely monitoring progress and following up with relevant parties as needed.
- Provided expert guidance to colleagues on resolving high-priority cases, sharing knowledge and expertise across the team.
Education
Bachelor of Engineering - Electronic And Communication Engineering
KU College of Engineering And Technology
Hanamkonda, India 06.2012 - 07.2016
Skills
Problem-solving abilities
Self Motivation
Multitasking
Decision-Making
Time Management
Critical Thinking
Analytical Thinking
Excellent Communication
Presentations and public speaking
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Achieved 30 implementations in SOP by completing a project-Process Improvement Mechanism with accuracy and efficiency.
- Achieved 90% adoption to a tool by introducing PKT for WW investigators.
- Achieved a mark of training 120 New Hires through online training on WW level
- Collaborated with team of 10 in the development of NH Curriculum.
- Learning Module project initiative to identify the major defect contributor and built a learning module around the defect driver
- FCR and TTR Reduction: worked on the identifying the potential drivers in increase in appeals of sellers
Languages
Hindi
Advanced (C1)
Arabic
Elementary (A2)
English
Advanced (C1)
Telugu
Advanced (C1)
Certification
Certified Amazon Trainer
Timeline
Escalation Specialist
Tata Business Support Services
02.2020 - 12.2020
Advisor
Amazon
03.2019 - Current
Bachelor of Engineering - Electronic And Communication Engineering
KU College of Engineering And Technology
06.2012 - 07.2016
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