Ayesha Naim

Houston,TX

Summary

Dedicated Customer Relationship Officer with experience in the banking and telecom sectors. Skilled in active listening and critical thinking, consistently delivering high-quality service and effective solutions that drive customer satisfaction and loyalty.

Overview

year of professional experience

Work History

Relationship Officer / Customer Service Executive

ICICI Bank

02.2024 - 10.2024

I worked in a base-level customer service role at ICICI Bank, supporting daily banking operations and customer interactions.
I assisted customers with account opening, KYC verification, documentation, and onboarding processes in compliance with RBI and bank policies.
I handled customer queries related to savings and current accounts, debit cards, net banking, mobile banking, and basic loan information.
I supported customers with cash and non-cash transactions, cheque deposits, and service requests.
I resolved customer complaints and escalated complex issues to senior officers as per bank procedures.
I promoted banking products and services such as fixed deposits, recurring deposits, credit cards, and insurance as per customer needs.
I maintained accurate customer records and updated information in core banking systems.
I ensured compliance with banking regulations, internal controls, and data confidentiality standards.
I contributed to delivering a positive branch banking experience by maintaining professionalism and customer focus.

Customer Relationship Officer

Bharti Airtel Limited

08.2023 - 01.2024

I managed customer relationships for Bharti Airtel Limited, a leading telecom and SIM service provider, ensuring high customer satisfaction and service quality.
I acted as the primary point of contact for customers regarding SIM activation, deactivation, SIM replacement, mobile number portability (MNP), prepaid/postpaid plans, and recharge services.
I handled customer concerns related to network connectivity, data usage, call quality, billing issues, and service interruptions, ensuring timely resolution as per Airtel’s service standards.
I coordinated with technical support, billing, and sales teams to resolve customer issues efficiently.
I educated customers about Airtel mobile plans, data packs, value-added services, international roaming, and digital services to enhance customer experience.
I ensured KYC verification and compliance with telecom regulations during SIM issuance and service modifications.
I proactively followed up on complaints and escalations to ensure complete resolution and customer satisfaction.
I used Airtel CRM systems to record customer interactions, track service requests, and document resolutions accurately.
I supported customer retention initiatives by offering appropriate plan upgrades and retention solutions.
I monitored customer feedback and service trends to identify opportunities for improving service delivery.
I maintained a professional, customer-centric approach while working in a fast-paced, on-site retail and customer service environment.

Education

Bachelor of Science -

Osmania University

Hyderabad,India

Skills

Customer service
Active listening

Critical thinking
Data entry

Timeline