HAIFA SALEEM

Bengaluru, Karnataka, India - 560064| https://www.linkedin.com/in/haifa-saleem-42634a123/ | Phone

Number -9886740309| Email - haifasaleem@gmail.com
WORK EXPERIENCE
CRED Bengaluru, Karnataka
Customer Success Manager (Feb 2021- Till Date)

 Building and leading social media and reviews Customer Success team of 25+ escalation
specialists. Setting the vision, direction, and culture of the team by managing individual and team
performance expectations and goals while making the team accountable for meeting and
exceeding performance targets.
 Driving data-oriented analysis, adoption of technology solutions to solve for operational
challenges. 1) Identified categories and align all POCs to provide TAT for SM based on highest
priority 2) Created process flow using priority escalations, to have the POCs identify SM
escalation as highest priority 3) Implemented process flow for all LOBs in alignment with all
stakeholders
 Leading stakeholder communication across lines of business on operational milestones, process
changes, escalations. 1) Calibration with stakeholders to get the requirements for respective teams
2) Proposing process changes 3) Integrating and Implementing proposed changes after analysing
impact, aligning with all stakeholders 4) Go live timelines and tasks 5) Once implemented,
monitoring closely for seamless transition
 Tracking, monitoring and driving within TAT service level delivery for all lines of business.
1)Creating a single platform to escalate all the queries from different categories and different
platform to bring in uniformity and ease of access. 2) Setting TAT for every category after getting
the buy in from all the necessary stakeholders to elevate the member experience 3) Driving agreed
internal TAT and in turn reduce the backlog and improve member experience.
 Implementing process improvement projects to achieve operational and business goals.
1)Identifying the challenges and reason for the repeat occurrence of issue .2) Sharing the DSAT
Analysis with Cash POC wow, to show the impact of specific issue re-occurrence 3) Driving to
prioritize with POCs to solve the issue elegantly to improve the CSAT % which reflects
improvement in customer experience

Amazon Bengaluru, Karnataka

Team Leader (Jan 2019- Feb 2021)

 Managed key performance metrics of 18 SPS Associates for UK Domain and served as the first
resolution point for associates, providing accurate and timely resolution, assisting associates in
diagnosing technical, operational, system and process issues.
 Implemented ACHT improvement project for UK BLR site on Axiom scores from (WK: 24-28)
1) Started driving score when it was trending at an average of 52 ACHT overall 2)
Implementation and close monitoring of action plans, ACHT was improved to 60 with an
improvement in ACHT score of 8 in 5 weeks 3) Wow improvement from 52,55, 57.5, 59 and 60
from week 23, 24, 25, 26 & 27 respectively.
 Reduced defects in pendency contacts for the site. (WK: 3-10) 1)Transfer rate in WK (3-6) was
trending at 12% 2) Identified root cause by providing additional support through process
refreshers for important case types 3) implementation and closely monitored wow , having
internal PKT's and sharing best practices along with constant re-iteration of CIMs regarding new
skills to help retain and gain more information on new contact types 4) Resulted in the reduction
of transfer rate to 8.95%, 9.5%, 9.1% &9.14% in WK 7,8,9 &10 respectively. This resulted in
transfer rate reduction of 4% on an average in UK BLR.
Amazon, Mentor (Nov 2017- Jan 2019)

1)Mentored SPS associate requests in real time providing resolution to associates with the goal of
achieving timely first contact resolution, as well as a remarkable & reproducible Customer
Experience. Effectively sharing Subject knowledge expertise in several skills/platforms and
specialties with the ability to share that knowledge with others. 2) Identified customer facing issues
while using the product and worked with product development teams to resolve the issues and ensure
better customer experience. 3) Provided effective real time feedback and promote a culture of
innovation in the team. Regular review and taking quick actions on cases pending due to associates,
Resolver Groups, internal teams and liaises with other departments to resolve customer issues 4)
Implemented process improvement kaizen project which intended to bridge the gap in terms of
knowledge between the SPS (UK, NA, IN) and TRMS and affix the gap towards cases transferred
between TAM – TRMS.
Amazon, Associate (Aug 2016 - Oct 2017)

 1)Providing timely accurate and professional customer service to customers on Payments and
Refunds related queries on their selling account. 2) Research and review policies and
communicate effective solutions to sellers by maintaining a positive and professional
demeanour 3) Identifying and escalating seller issues appropriately and correctly to leadership in
order to implement the new features requested 4)Prepared a document for “Payment Refund
Checklist “approved for use by Quality team during 2017, has helped in reducing knowledge gap
and also contributed in reducing AHT significantly.

LEADERSHIP EXPERIENCE
Company Location
CRED, Amazon (Jan 2019 – Till Date)

 CRED - 1) Building and Leading Social Media Customer Success team 2) Streamlining and improving
within TAT Social Media Escalations 3) Driving operational goals like CSAT, NPS, Conversions via data-
oriented analysis and adoption of technology solutions.4) Managing the career growth and development of
team members by driving focus on company’s values. 5) Ensuring high quality standards for interviewing
and hiring employees at all levels of the organization by creating a point system based on organisational
values and role requirement
 Amazon – 1) Managed Amazon UK Partner Support team and accomplished key performance metrics. 2)
Reduced process defects via kaizen project to bridge the process gap between different marketplaces.
3)Delivered an exceptional performance on PRR, RR and AHT 4) Completed Amazon Ignite program
for Leadership and certified in 2020. 5) As part of the Diversity and Inclusion Leadership
Program attended Unconscious Bias Training.

EDUCATION
Bachelor’s Degree
Branch: B.B.M(Bachelor of Business Management), College: Baldwin Women’s Methodist College,
Name of Board: Bangalore University, Year :2016
SKILLS
High performing professional with a proven track record of accomplishments in exceeding business goals,
enhancing efficiency, defect reduction, innovation, retention and process transition.

 Skills: 1) Crisis Management 2) Strategic Thinking 3) Change Management 4) Performance

Management 5) Training and Development 6) Microsoft Office (Excel, PowerPoint)