Mohsin Shaikh

Experience

• 

  ICICI Bank

  Dec 2006 - Jun 2008

  Part time Phone Banking Officer

  • Inbound calls for ICICI Bank’s Credit Cards Customers• Handled queries on new application status • Grievance handling • Imparting knowledge to customers on features of credit cards• Sending credit card statements to customers • Reversal of charges in case of genuine customers• Floor walking and assisting new On-Job training batches

• 

  Wipro

  Feb 2010 - Oct 2011

  Customer Service Associate

  • Originally handled inbound calls for package pick up bookings for UK customers• Calling customers and arranging deliveries for their packages• Handling disputed deliveries complaints by customers• Locating missing packages and contents through system tools and FedEx Network and having the deliveries arranged• Providing estimated time of arrival of the packages to customers• Arranging retrievals for the wrong packages received by the customers and having them routed to the correct destination eventually to the correct consignee• Obtaining description from the shipper if a certain package is lost and conduct searches for the same Show less

• 

  Chorus Call

  Dec 2011 - Jun 2022

  • Responsible for regional sales targets in the Northern territory• Developing network with CXOs and department heads of corporates• Commercial negotiations for all services i.e., Audio Conferencing, Investor Relation Services, Video Contact Center, Customized Webinar Services• Research for trending features, concepts, and competition intelligence• Improve customer engagement by offering appropriate solutions• Coached account managers in product specifications, sales incentives and selling techniques, significantly increasing customer satisfaction ratings.• Identifying and managing KPI for team• Liaison with different departments like Operations and Finance for service delivery and customer acquisitions• Individual Sales Role in the absence of team members• Handle Customer grievance Show less • Identify and Offering Chorus Call services to potential customers• Key account management & Cross selling for existing customers• Liaise with Operations and IT Team to deliver customized solutions• Managed Mumbai, Madhya Pradesh & Pune Region• Preparing Sales Collaterals • Preparation of proposals• Cold calling• Ensured revenue collection for assigned customers• Maintained sales targets• Running social media and email campaigns for better reach• Service demonstrations• Preparation of customer usage reports• Developed strong network within companies and CXOs and other senior leadership members• Timely helped Operations team for managing workload Show less • Responsible for reservations of passcode-based audio-conferencing calls, dial out calls and Assisted / Investor relation calls• Leading the call as an operator for Assisted Audio Conferencing – Investor Relations, Townhall calls. Other Q&A based conferences• Interacting with the customers for Investor Relations call coordination.• Sharing necessary reports, audio recordings, transcriptions etc post conferences with the customers• Customer Service – Managing customer grievances• Training for new employees• Shift supervisor Show less

  • General Manager Sales

    Oct 2019 - Jun 2022

  • Sales Account Manager

    Jan 2015 - Dec 2019

  • Conference Specialist / Lead Operator

    Dec 2011 - Dec 2014
• 

  Black Box

  Jun 2022 - Oct 2024

  Business Manager
• 

  Progility Technologies Pvt. Ltd.

  Oct 2024 - now

  Business Manager