Tasneem Khanum

Tasneem Khanum Seeking an opportunity in an organization of repute. WORK EXPERIENCE Escalation Associate-- Dubai, UAE tskdiaries.com linkedin.com/in/tasneem-khanum SKILLS MS Excel MS PowerPoint Fixperts Contracting LLC 10/2021 – Present Achievements/Tasks Dubai, UAE Handling complaints, concerns and request via calls, emails, chats and social media. Analyzing job nature and logging request in appropriate categories. Managing business's social media profiles of Fixperts Contracting LLC Managing team of Junior Customer Service Representative Maintaining Overall Quality on individual basis. Performing the role of an assistant coordinator to explain quotations to the client and assigning tasks to the team in the coordinator's absence Interacting with Coordinators regarding Customer’s concern over ETA, escalations and follow ups. Reaching targets set by the process. Interacting with sales and operations to provide new and innovative ideas Reaching targets set by the process. Ensuring customer satisfaction and provide professional Customer service. Maintaining Average call handling Time. MS Word Html/Html5, Css/Css3. Senior Quality Analyst Concentrix Daksh PVT LTD - (Etisalat Process) 05/2020 – 04/2021 Achievements/Tasks INTERESTS Blogging Video Editing Watching Horror Movies Travelling Bangalore, India Drive continuous improvement for T&TQ and delivery. Client Coordination - Leading the calibration calls, reports etc. Partner with Operations and streamline / enhance metrics Track and report the Quality Vitality (training and feedback) data. Identify improvement opportunities, develop and drive appropriate action plans for quality enhancement. Reduce the learning curve and help enhance product/process knowledge of new team members. Quality Evaluator Concentrix Daksh PVT LTD - (Etisalat Process) 03/2019 – 05/2020 Achievements/Tasks Bangalore, India Provide quality floor support, feedback, refresher and corrective training. Manage call quality / training & client related KPI's. Coordinate with operations for quality inputs and feedback. Conduct refresher training for associates as per requirement. Analyze quality trends, conduct TNI and identify training requirements, on a continuous basis. LANGUAGES English Full Professional Proficiency Hindi Native or Bilingual Proficiency Urdu Professional Working Proficiency Kannada Elementary Proficiency CERTIFICATION Advance Diploma in Computer Application PERSONAL PROJECTS Designed a WordPress website for a local business named Zak Paints. https://zakpaints.in A Study on “STORJ” a peer-to-peer cloud storage Network Decentralized Cloud Storage Developed a site - “Web-Enabled secure file system" A secured platform to Encrypt confidential files and Decrypt with the passcode EDUCATION MCA Ramaiah Institute of Technology 08/2014 - 06/2017, 8.01 BCA HKBK Degree College 06/2011 - 06/2014, 7.7 ACHIEVEMENTS Awarded as the best Quality Evaluator for 3 consecutive Months (12/2019 - 02/2020). Awarded as Best Performer in Client Survey (06/2018 - 12/2018). Secured 1st Prize in Logo Designing for Ramaiah Institute of Technology 2016 IEEE- “Women in Engineering”. Place: Dubai. UAE Sincerely (Tasneem Khanum)