WASEEM AKRAM SHAIK
Plano,TX
Summary
Throughout my career progression from customer care specialist to manager, I have never lost sight of the fact that employee satisfaction drives performance. Through comprehensive reporting of key metrics, I have consistently helped streamline customer care processes to improve customer satisfaction and increase sales.
Overview
2
2
years of professional experience
Work History
Customer Care Manager
DBS
Frisco, TX
01.2021 - 11.2021
- Led and developed a team of customer care specialists that grew from a team of 7 to 16
- Actively monitored staff engagement, ensuring employees were engaged and fulfilled, resulting in an employee retention rate increase of 21%
- Oversaw pending leads, sales, and service appointment scheduling of 10K+ new and existing customers while improving customer satisfaction
- Identified gaps and bottlenecks in customer care, and instituted actionable and incentivized customer feedback cards that improved customer retention by 71%
- Created training manuals and workshops for on-boarding and continuing education for customer care specialists.
- Developed and implemented customer service policies and procedures.
Customer Service Manager
Medical Guardian
Dallas, TX
06.2020 - 12.2020
- Built a comprehensive reporting infrastructure to allow for coaching of under-performing customer service specialists, improving their performance, on average, by 24%
- Reworked existing processes to improve customer retention by 12% and customer satisfaction by 18%
- Managed a team of 7 customer service specialists, and led the migration into HubSpot
- Handled challenging claims left unresolved by team, and retained 92% of those customers.
Customer Service Specialist
Medical Guardian
Austin, TX
01.2020 - 05.2020
- Maintained superior knowledge of Medical Guardian products and services to deliver accurate information for inquiries
- Followed up with customers to update them on claim requests, resulting in a 95% customer approval rating
- Streamlined the process of responding to billing inquiries by building a comprehensive flow chart for customer service specialists, saving over 25 hours of manual work each week.
Education
Master of Science - Computer Science
Indiana University Bloomington
Bloomington, IN09-2023
Skills
- Leadership
- Employee satisfaction
- Data analysis
- Customer service reporting
- Metrics-driven
- Empathetic & courteous
- Organized
- Detail-oriented
- Highly driven
Timeline
Customer Care Manager
DBS
01.2021 - 11.2021
Customer Service Manager
Medical Guardian
06.2020 - 12.2020
Customer Service Specialist
Medical Guardian
01.2020 - 05.2020
Master of Science - Computer Science
Indiana University Bloomington
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