Shaheen

With three years in operations, I bring a diligent and determined approach to every task, driven by a strong sense of accountability to achieve precise and efficient outcomes. My natural curiosity fuels a continuous drive for process improvement, ensuring pragmatic solutions that contribute directly to organizational success.

Experience

SR. Representative. Operations

Concentrix · Aug 2024 – Present

Not yet confirmed

• Handled high-priority customer escalations and service recovery cases, ensuring prompt resolution and improved customer experience.
• Maintained escalation dashboards and operational MIS reports to monitor SLA adherence, resolution timelines, and quality standards.
• Analyzed recurring customer issues to identify root causes and recommend process improvement opportunities.
• Worked cross-functionally with support and operations teams to ensure seamless issue resolution and service excellence.
• Achieved and consistently exceeded targets for resolution TAT, quality compliance, and customer satisfaction scores.

G

Operations Supervisor

Greencell Express Private Limited · Aug 2023 – Jun 2024

Not yet confirmed

• Led daily workforce operations, including manpower planning, shift allocation, and roster management, ensuring optimal staffing levels and smooth business operations.
• Conducted sales performance analysis and operational reporting to identify trends, highlight gaps, and recommend process improvements.
• Collaborated cross-functionally with operations, sales, and field teams to ensure timely execution of business objectives.
• Improved operational efficiency through effective staff deployment and proactive issue resolution.
• Delivered actionable insights through regular MIS and performance reports to support management decision-making.

L

Telesales Executive

Liberium Global Resources PVT. LTD · Jul 2022 – Jul 2023

Not yet confirmed

• Managed end-to-end customer interactions across the cruise booking lifecycle, from inquiry handling to post-booking support.
• Advised customers on travel packages, itineraries, onboard services, and boarding procedures, enabling informed purchase decisions.
• Delivered a seamless customer experience by coordinating booking support, issue resolution, and service assistance.
• Contributed to revenue generation by driving booking conversions through effective telesales and customer engagement.
• Worked closely with operations and customer support teams to ensure smooth service delivery.