AKSHAY NAIQUE
Customer Service Executive
Lisbon
Summary
Experienced and result driven individual with knowledge of all aspects of business processes, strategy development, team management and customer service. Skilled in financial analysis and client relationship management. Committed to driving success through collaboration, integrity, and a relentless pursuit of learning and growth. Eager to connect with like-minded professionals to explore new opportunities and expand horizons together.
Overview
15
15
years of professional experience
2
2
Languages
Work History
Operations Customer Expert I
Teleperformance Portugal
09.2021 - Current
- Served as primary liaison between customers, carriers, brand hubs, logistics centers and official retail stores—ensuring seamless end‑to‑end order fulfillment and rapid issue resolution.
- Managed quote‑to‑order conversions in the SAP Commerce platform, accurately turning customer inquiries into confirmed orders while maintaining a 99% data‑entry accuracy rate.
- Oversaw returns, replacements and refunds lifecycle: from authorization through to credit issuance, driving customer satisfaction and reducing return‑cycle time by proactively investigating root causes.
- Coordinated cross‑departmental escalations, partnering with Sales, Warehouse Operations and Finance to resolve complex order‑flow and billing disputes within agreed SLAs.
- Troubleshot SAP iDoc errors (BD87 inbound processing), identifying and resolving interface breakdowns to prevent order-processing delays.
- Executed manual order uploads into the Order Management System (OMS) for wire‑transfer transactions, validating payment details supplied by brand stores and ensuring accurate shipment scheduling.
- Investigated shipping and return anomalies, liaising with 3PL carriers to track lost or damaged goods, negotiate claims, and communicate status updates to customers.
- Maintained comprehensive process documentation and provided on‑the‑job training to new team members on SAP Commerce, iDoc workflows, and OMS order‑upload procedures.
Accounts Executive
Luxury Brand Gen. Trd. UAE
01.2014 - 01.2019
- Organized and tracked inventory and receivable ledger account
- Assist in preparation of operating budget and maintain inventory and budgetary control
- Evaluated and improved accuracy and completeness of financial records
- Managed 2 bank statements reconciliation and maintenance of 7 fixed asset ledgers
Customer service Executive
ING Life Insurance India
01.2011 - 01.2013
- Answering to queries of customers and taking care of new walk in prospects
- Handling the suggestions and solving complaints of customers
- Scrutinizing documents from customers and maintaining a timely record
- Sending timely reminders through mail and call to customers for premium payments
Customer Care Executive
Reliance Life Insurance Co Ltd India
08.2010 - Current
- Scrutinizing documents from customers and maintaining a timely record
- Issuance of policies (underwriting)
- Answering to queries of customers and taking care of new walk in prospects
- Receipting Renewal Cash and Cheques
- Sending timely reminders through mail and call to customers for premium payments
- Handling the suggestions and solving complaints of customers
Education
Bachelor of Commerce -
Goa University
01.2006 - 1 2009
Skills
Financial Analysis
SAP
Problem Solving
Communication
Adaptability
Teamwork & Collaboration
Time Management
Customer-Centric Mindset
Google Project Management Professional Certificate
Google Project Management Professional Certificate
Timeline
Operations Customer Expert I
Teleperformance Portugal
09.2021 - Current
Accounts Executive
Luxury Brand Gen. Trd. UAE
01.2014 - 01.2019
Customer service Executive
ING Life Insurance India
01.2011 - 01.2013
Customer Care Executive
Reliance Life Insurance Co Ltd India
08.2010 - Current
Bachelor of Commerce -
Goa University
01.2006 - 1 2009