Shahroze K
Customer experience professional with over 7 years of experience across telecom and financial services. Skilled in client onboarding, issue resolution, fraud management, and team coaching to enhance customer satisfaction and loyalty.
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Skills
Video Intro
Qualifications & Work History
EDUCATION
MBA Strategic Management, St. Cloud State University, USA (Dec 2018)
BSc Operations Management, St. Cloud State University, USA (May 2015)
WORK EXPERIENCE
Customer Sales & Retention Manager @ PTCL-UFONE Group, Islamabad, Pakistan (2019 – Present)
- Improve customer experience from onboarding onwards
- Increase customer base through new leads, market research, and data management
- Retain customers through quick issue resolution and by meeting customer needs
Customer Account Claims & Fraud Manager @ Capital One Bank, St. Cloud, USA (2017 – 2018)
- Handled irate customers with fraud accounts by listening, educating, and resolving issues promptly
- Retained dissatisfied customers by offering timely and effective solutions
- Coached agents on improving customer satisfaction and de-escalation techniques
- Delivered world-class service to high-value clients with accounts over $500K
Customer Experience Officer @ Wells Fargo Home Mortgage, Minneapolis, USA (2015 – 2017)
- Provided face-to-face support to help clients understand documentation
- Explained insurance coverage and property-related details
- Resolved concerns related to home mortgages and addressed customer queries
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