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Shaheen S.

Shaheen S.

Customer Service Delivery – Process Analyst

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location of Shaheen S.Hyderabad, Telangana, India

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  • Timeline

  • About me

    Service Manager at Reliance Jio Infocomm

  • Education

    • Osmania University

      -
      Master of Arts (M.A.) English Literature

  • Experience

    • Bharti – Airtel Ltd

      Jul 2005 - Nov 2006
      Customer Service Delivery – Process Analyst

      Providing Trends, Analysis and Suggestions on Inbound call handling process that provides resolution to cus-tomer queries/complaints/requests.

    • Automatic Data Processing ( ADP)

      Dec 2006 - Mar 2008
      Customer Service Representative

      Processing of files received from the US/UK clients & fixing records which got rejected manually by different research and analysis methods which failed to get processed through automatic load thus ensuring no discrepancy in process and compliance with all data security laws.

    • Virgin Mobile

      Apr 2008 - Oct 2010
      Regional Coordinator

      Business analyst for Sales & Distribution department. Projection of Sales, Analysis of product penetration and distribution, Impact of Marketing schemes on number of sales.

    • Tata Teleservices Ltd

      Nov 2010 - Apr 2015
      Revenue Assurance Manager

      • Analyse & approve of new business requirement & to supervise the preparation of Requirement Spec., Functional Spec., Design Spec., Program Spec., Test Plan, Implementation Plan and User Acceptance report. Identify issues and take corrective action to resolve any deviation with respect to new product development & revenue leakage. • Understanding the systems and the changes to be done to the existing system for new Product/Functionality Development till Commercial launch & resolving post production operational issues. Show less

    • Reliance Jio Infocom Limited

      May 2015 - now

      • Manage daily business & drive subscriber base addition to 4G covered population for Andhra Pradesh, India. • Plan “Go to Market” initiatives and drive sales to meet their monthly targets by creating quarterly schemes. • Drive daily productivity of the team servicing HNI / premium clients. • Conceptualize innovative campaigns to acquire & retain SME / SMB accounts.

      • Service Manager

        May 2015 - now

      • Customer Service Support Manager

        May 2015 - now

    • Reliance jio infocomm ltd

      Apr 2021 - now
      Customer Service Manager

  • Licenses & Certifications