Afreen Shaikh profile photo 1 on Tal

Afreen Shaikh

Operations & Project Coordinator | Turning Chaos into Structure | Bridging the Gap Between Strategy and Delivery|MBA

Mumbai Metropolitan Region

7+ years of work experience

Sutherland Global Service Limited
Dec 20223 yrs 7 mosPresent

Navi Mumbai, Maharashtra, India

Customer Service & Operations Ensured high-quality service delivery by maintaining quality scores and achieving positive customer feedback. Conducted call listening, evaluated service quality, and submitted feedback through SQMS. Developed strong expertise in du telecom service operations, including broadband, SIM card, and Managed TV service management. Managed day-to-day service operations while ensuring high-quality customer experience and adherence to service standards. Led and supported frontline teams by providing floor supervision, operational guidance, and mentoring to new joiners and junior staff members. Monitored team performance metrics such as TNPS, call release rates, productivity, and service quality, while sharing daily operational reports with management and teams. Utilized CRM systems to manage customer interactions, maintain accurate service records, and ensure timely follow-ups and issue resolution. Conducted quality audits and performance reviews of team interactions, providing targeted coaching and improvement plans to enhance service delivery. Handled escalation and supervisor-level cases, effectively resolving complex customer concerns and ensuring customer satisfaction. Improved customer experience by proactively managing complaints, identifying service gaps, and implementing resolution-focused approaches. Consistently achieved and exceeded operational KPIs related to customer satisfaction, service quality, productivity, and resolution timelines. Supported process improvement initiatives and ensured smooth onboarding and integration of new employees into service operations. Presented monthly service review reports for the account. Managing Escalations and sharing RC and PM.
Sutherland Global
Dec 20223 yrs 7 mosPresent

for Dubai process
MEDCAFE SOLUTIONS
Sep 20219 mosMay 2022

MEDCAFE SOLUTIONS
Aug 202110 mosMay 2022

Mumbai, Maharashtra, India

Recruitment Support & Documentation Retrieved and screened profiles from job portals for onboarding medical writers. Completed documentation and maintained accurate records throughout the hiring cycle. Followed up with candidates for interviews and document submission. Supported HR and legal teams with document typing, filing, and compliance tasks. Co ordinating and Completing the project task in Google form and presenting in weekly review.
Accenture
Mar 20192 yrs 11 mosJan 2022

Navi Mumbai, Maharashtra, India

Medical Coding & Client Coordination Performed Medical Coding and Quality Checking (QC) using client-specific tools to ensure accurate drug insurance certification and go-live readiness. Collaborated with clients for calibration discussions and process improvements. Trained and mentored new joiners in medical coding processes. Shared prioritization data with clients and handled risk-case escalations. Led weekly risk meetings with the onshore client. Provided automation suggestions to make processes more efficien
J2W Consultancy
Mar 20192 yrs 7 mosSep 2021

Education

Welingkar Institute of Management

Master of Business Administration - MBA, Information Technology

Welingkar Institute of Management

20213 yrs2024
Shreemati Nathibai Damodar Thackersey Women's University

Bachelor's degree, Computer Programming, Specific Applications

Shreemati Nathibai Damodar Thackersey Women's University

20153 yrs2018

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Afreen Shaikh on Tal

Headline

Operations & Project Coordinator | Turning Chaos into Structure | Bridging the Gap Between Strategy and Delivery|MBA

About

Project Management | Project Coordination | Business Analysis | Requirement Gathering | Stakeholder Management | Risk & Issue Management | Process Improvement | Reporting & Documentation | Cross-Functional Team Coordination | Client Communication | Automation Suggestions | Mentoring & Training

Location

Mumbai Metropolitan Region

Work experience

Service Manager at Sutherland Global Service Limited, Dec 2022 - Present · 3 yrs 7 mos, Navi Mumbai, Maharashtra, India, Customer Service & Operations Ensured high-quality service delivery by maintaining quality scores and achieving positive customer feedback. Conducted call listening, evaluated service quality, and submitted feedback through SQMS. Developed strong expertise in du telecom service operations, including broadband, SIM card, and Managed TV service management. Managed day-to-day service operations while ensuring high-quality customer experience and adherence to service standards. Led and supported frontline teams by providing floor supervision, operational guidance, and mentoring to new joiners and junior staff members. Monitored team performance metrics such as TNPS, call release rates, productivity, and service quality, while sharing daily operational reports with management and teams. Utilized CRM systems to manage customer interactions, maintain accurate service records, and ensure timely follow-ups and issue resolution. Conducted quality audits and performance reviews of team interactions, providing targeted coaching and improvement plans to enhance service delivery. Handled escalation and supervisor-level cases, effectively resolving complex customer concerns and ensuring customer satisfaction. Improved customer experience by proactively managing complaints, identifying service gaps, and implementing resolution-focused approaches. Consistently achieved and exceeded operational KPIs related to customer satisfaction, service quality, productivity, and resolution timelines. Supported process improvement initiatives and ensured smooth onboarding and integration of new employees into service operations. Presented monthly service review reports for the account. Managing Escalations and sharing RC and PM.

Technical Support Specialist at Sutherland Global, Dec 2022 - Present · 3 yrs 7 mos, for Dubai process

Medical Specialist at MEDCAFE SOLUTIONS, Sep 2021 - May 2022 · 9 mos

Freelance at MEDCAFE SOLUTIONS, Aug 2021 - May 2022 · 10 mos, Mumbai, Maharashtra, India, Recruitment Support & Documentation Retrieved and screened profiles from job portals for onboarding medical writers. Completed documentation and maintained accurate records throughout the hiring cycle. Followed up with candidates for interviews and document submission. Supported HR and legal teams with document typing, filing, and compliance tasks. Co ordinating and Completing the project task in Google form and presenting in weekly review.

Associate at Accenture, Mar 2019 - Jan 2022 · 2 yrs 11 mos, Navi Mumbai, Maharashtra, India, Medical Coding & Client Coordination Performed Medical Coding and Quality Checking (QC) using client-specific tools to ensure accurate drug insurance certification and go-live readiness. Collaborated with clients for calibration discussions and process improvements. Trained and mentored new joiners in medical coding processes. Shared prioritization data with clients and handled risk-case escalations. Led weekly risk meetings with the onshore client. Provided automation suggestions to make processes more efficien

Contractor at J2W Consultancy, Mar 2019 - Sep 2021 · 2 yrs 7 mos

Education

Master of Business Administration - MBA, Information Technology, Welingkar Institute of Management

Bachelor's degree, Computer Programming, Specific Applications, Shreemati Nathibai Damodar Thackersey Women's University