Mihir Shah
Mumbai,India
Summary
Loyal employee with solid understanding of training and mentoring employees. Dedicated team player, proactive and hands-on in task completion.
Overview
1
1
Certification
Work history
Client Ops Specialist
JP Morgan Chase
Mumbai, India
03 2021 - Current
- Exceeded targets by delivering comprehensive and consistent service.
- Doing customer KYC/CIP.
- Advised management of customer service trends, creating proactive strategies to maintain best practices.
- Subject Matter Expert for New Hire Team.
- Received appreciation from internal and external customers on regular basis.
Deputy Manager Sales
TSI Yatra Private Limited
Mumbai , India
07 2014 - 02 2021
- Managed and monitored multidisciplinary teams, providing coaching to consistently exceed KPI targets.
- Created weekly performance reports, analysing and interpreting data to improve day-to-day business operations.
- Conducted audits and risk assessments to achieve regulatory compliance.
- Managed staffing schedules for high numbers of employees, delivering operational efficiency whilst remaining under budget.
- Maintained excellent client relationships by dealing with queries and complaints calmly and professionally.
- Conducted periodic performance reviews for direct reports.
- Designed long-term business strategy to guide leadership decision-making.
Sales Executive - Key Accounts
Zest Tour and Travels
Mumbai, India
06 2013 - 06 2014
- Educated clients on product and service updates to sustain business.
- Followed up customer orders to deliver within agreed terms.
- Grew client spending through innovative campaign design and development.
- Worked within operational service levels to guarantee customer satisfaction.
Customer Service Representative
IBM Daksh
Mumbai, India
04 2007 - 04 2010
- Answered customer telephone calls promptly and improved on-hold wait times.
- As a supervisor handled customer escalations.
- Managed high-volume customer queries simultaneously through effective multitasking.
- Processed inbound customer calls, providing information on service or product upgrades
- Resolved customer issues effectively, using strong interpersonal skills and conflict resolution techniques.
Education
Post Graduate Program In Management - Marketing
UnitedWorld School of Business
07/2011 - 04/2013
Skills
- Time Management
- Leadership
- Team building
- Marketing
Accomplishments
- Awarded Service Excellance for December, 2021, April - June, 2023, August, 2023, October, 2023 and Janaury, 2024
- Awarded Employee of the month for October, 2015
Certification
- The International Air Transport Association
- Aussie Specialist
Timeline
Client Ops Specialist
JP Morgan Chase
03 2021 - Current
Deputy Manager Sales
TSI Yatra Private Limited
07 2014 - 02 2021
Sales Executive - Key Accounts
Zest Tour and Travels
06 2013 - 06 2014
Customer Service Representative
IBM Daksh
04 2007 - 04 2010
Post Graduate Program In Management - Marketing
UnitedWorld School of Business
07/2011 - 04/2013