Sameera Shaikh

Background

About Sameera Shaikh

Skilled in uncovering problems, identifying root cause and applying unbiased judgment in resolving issues thus mitigating risk. Profile required me to directly report to the Executive Management. Accomplished and seasoned professional offering: • People and Process Management • Client Acquisition • Customer Service • Credit Lending and Risk Analysis • Collections • Data Operations and Administration • Sales Support • Quality Assurance Managerial Skills: 10 years+ Contact Center Management experience. Team/ People handling up to 50 direct reportees and 4 Team Leads and Quality Analysts • Skilled and familiar with operations and business KPI’s like: SLA, Attrition, Compliance, Target setting, Quality, Productivity, Employee Engagement activities. • Ability to identify and investigate non-standard operational process issues, reconcile and audit activities. • Adept in implementing procedures to facilitate a high-quality customer experience, while adhering to the Service Level Agreement. • Won various rewards and recognition at different impact levels of contributions especially for Process Re-engineering and One and Done for Collections Operations. Techincal Sklls/ CRM: IBM PComm, Baycom, ISM, CDS, Citrix, TSYS/C3, Recovery Management System, First Assist, First Support, NICE, Siebel, Kana, xCally, CS Pro, Lexis Nexis. Proficient in Microsoft Excel (VLOOKUP, Pivot Tables and Charts), Word, Power Point, Lotus and Outlook.