Shaik Salim Malik

Address : 204, Sri Srinivasa Apartments, Email: [email protected]

SBH Officers Colony, Hyderabad -059 Mobile: 08886481818

CAREER OBJECTIVE

To thrive on professional credentials and seek a challenging job in a reputed organization to

integrate analytical and problem-solving skills | Experience in Account lifecycle, client onboarding,
Ad planning and operations, Billing, invoicing, Auditing and Operational support | Business and
client communication across global markets.

SUMMARY OF QUALIFICATIONS

 Knowledge on Digital Marketing, telecom domain, Insurance & banking domain.

 Experience in managing team size of 10 to 15 resources, including allocation of work
till end-to-end delivery.
 Designed the implementation plan & support for performance and harness required to
facilitate all performance activities.
 Involved in auditing profiles to ensure promised activates to be completed within the TAT.
 Participating in daily status calls, review meetings; call calibrations & initial
engagement level meetings to collate new project requirements.
 Monitoring team performance, CSAT %, DSAT% & AHT of each Individual.
 Tracking the performance issues & working on RCA.
 Provided training to 35 new joiners in a single batch and received applauds
during tenure in Vivere.
 Flexible & versatile to adapt to any new environment & work on any process with
interpersonal skills.
 Ability to handle Escalation calls and taking plan of action to solve the issues accordingly.
 Having experience in conducting refreshment training sessions & certifying the new joiners.

ACADEMIC RECORD
MBA( Marketing Osmania University
2013- & Finance) 68%
2015
B. Tech CVR College of Engineering,
2008- (Electronics and Hyderabad 63.5%
2012 communication)
Board of
2006- Intermediate Narayana Junior College, 83%
2008 Education Hyderabad
Board of Secondary
2005- Education St. Andrew’s High School, 76.6%
2006 Hyderabad

PROFESSIONAL PROFILE

Aug 2023 Jan 2024

 Employer Name: Amazon Development Centre(India) Private Limited
 Designation: Customer Support Associate – Billing account management

Sep 2018 Jul 2023

 Employer Name: Vivere
 Designation: Sr. Process Associate

Aug 2016 Aug 2018

 Employer Name: ICICI Prudential
 Designation: Associate Key Relationship Manager

May 2015 June 2016

 Employer Name: Micromax
 Designation: Team Leader
ROLES & RESPONSIBILITIES

Responsibilities in Amazon Development Centre (India) Private Limited

 Providing prompt and accurate responses to customer inquiries and resolving issues
efficiently, ensuring a positive customer experience at all touchpoints. Communicating with
customers via various channels, including phone, email, and live chat, with a strong focus
on clarity, empathy, and professionalism to build rapport and trust.
 Collecting and analyzing customer feedback and suggestions to identify areas for
improvement and provide insights for product development and service enhancements.
 Identifying opportunities for process improvements and suggesting initiatives to streamline
customer support operations and enhance overall service quality.
 Adhering to company policies, procedures, and regulatory guidelines, ensuring all customer
interactions are in line with established standards and protocols.
 Investigating and resolving chargeback disputes initiated by customers or financial
institutions, reviewing transaction details, and gathering necessary evidence and
documentation to support the resolution process.
 Collaborating with internal teams, including customer support, finance, and compliance, to
address and resolve complex chargeback cases and ensures a consistent and cohesive
approach to dispute management.

Responsibilities in Vivere (India)

 Educate new product updates with the clients, Industry Managers, and Account Managers.
 Supporting customers (Large Businesses) with their queries regarding query support for
Account onboarding, Account settings, Billing, Performance, Analytics, invoicing, taxes, and
others. Maintain criteria like CSAT, Productivity, TRT and Quality.
 Demonstrating excellent knowledge of the real-time product, policy, and procedure updates.
 Dexterously handling real-time and scheduled advertiser escalation calls, utilizing strategic
approaches to provide issue resolution.
 Following up on client issues through a call/email and provide resolution, that are predicted
to be dis-satisfied with the product, policy and procedures by the team members and
driving customer satisfaction.
 Skillfully preparing and sending the ‘Weekly Dsat Deepdive’ report and provide real time,
weekly product & policy feedback to stakeholders as per ‘Quality Parameters’.
 Accountable for recognizing training opportunities for team members and schedule or
conduct the product, policy, and procedures training accordingly.
 Instilling a sense of commitment and enthusiasm, generate high work tempo to fulfill
business objectives.

Responsibilities in ICICI Prudential Life Insurance Ltd

● Maintain meticulous records of all transactions and investment decisions to facilitate

accurate reporting and auditing procedures.
● Conduct comprehensive analysis of clients' investment portfolios and develop tailored
strategies to optimize asset performance and achieve financial goals. Proactively
communicate with clients to provide regular updates on portfolio performance, address
concerns, and offer strategic guidance based on market insights.
● Managed and oversaw a diverse portfolio of assets, including financial investments.
● Provided regular reports and presentations to senior management, conveying asset
performance, risk assessment, and future strategies.
● Proven track record of delivering exceptional client service, maintaining strong client
relationships, and addressing client concerns with a customer-centric approach, fostering
long-term trust and satisfaction.

Responsibilities in Micromax:

● Identifying, evaluating, and recruiting potential channel partners, including distributors,

resellers, and retailers, to expand the company's market reach. Building and maintaining
strong relationships with existing and new channel partners to ensure effective collaboration
and alignment with the company's goals and objectives.
● Ensuring compliance with company policies, procedures, and regulatory requirements, and
providing regular reports and updates on channel performance, market trends, and
 competitive activities to the management team.
● Providing necessary training, resources, and support to channel partners to enhance their
understanding of the product or service and enable them to effectively promote and sell to
their respective markets.
● Participated in an extensive training program to learn about various aspects of the business,
including sales, operations, customer service, and management techniques.
● Worked closely with experienced managers and team leaders to understand their roles and
responsibilities, learning from their expertise.
● Provided excellent customer service and support, resolving customer inquiries and issues to
ensure a positive experience.
● Adapted to various roles and tasks within the organization to gain a well-rounded
perspective of the business.

ACHIEVEMENTS

● Achieved Bronze Certificate within 6 months in Amazon for Customer chargeback policy.
● Achieved EE (Exceed Expectations) in 4 months within 7 months of service with Amazon.
● Achieved Best Performer award within 6 months tenure and outstanding
ratings from the clients for the provided services in ICICI Prudential.
● Achieved Certificate of Perfect Attendance in recognition of no Absence from work.
● Achieved 8 WOW awards for good performance in Micromax.
● Achieved 3 ‘Star of the Month’ Awards for the Best Performance in Micromax.

PERSONAL DETAILS

Date of Birth : 7th Nov 1990

Nationality : Indian
Marital status : Single

Declaration: The information furnished above is correct to the best of my knowledge and
are not false or misleading.