Uzma Khan

As a Senior Process Executive, I approach my work with a calm and patient demeanor, always striving for mastery in my field. My strong sense of empathy allows me to navigate complex situations with understanding, while my resilience ensures I can adapt and maintain a relaxed yet effective approach to challenges.

Experience

Senior Process Executive

Firstsource · Apr 2026 – Present

Not yet confirmed

• Supported Incident Management Desk including service call logs, and repeated incident tracking.
• Maintained daily/weekly/monthly KPI reporting such as SLA, and System Availability.
• Supported high-impact incident restoration and communication updates.
• Participated in mock war room activities.
• Created and updated Incident Check-Out documentation.

Senior Process Associate

Firstsource · Apr 2026 – Present

Not yet confirmed

• Delivering exceptional customer service while maintaining quality and productivity targets.
• Managing customer accounts, processing requests, and resolving escalated issues efficiently.
• Ensuring compliance with company policies, procedures, and service standards.
• Collaborating with team members and internal departments to improve customer experience.

Senior process excutive

firstsource · Apr 2026 – Jun 2026

Not yet confirmed

• Supported Incident Management Desk including service call logs, and repeated incident tracking.
• Maintained daily/weekly/monthly KPI reporting such as SLA, and System Availability.
• Supported high-impact incident restoration and communication updates.
• Participated in mock war room activities.
• Created and updated Incident Check-Out documentation.

Process associate

Genpact · Sep 2022 – Apr 2023

Not yet confirmed

• Managed dual concurrency over chat
• Handled 50 - 60 customer requests per day through calls and emails
• Resolved 90%+ customer issues within defined turnaround time
• Maintained 99% data accuracy while updating customer records
• Reduced customer escalations by 15% through effective communication
• Coordinated with internal teams to close tickets efficiently

Process Executive

Genpact · Sep 2022 – Apr 2023

Not yet confirmed

G

Process Associate

Genpact India Private Limited · Sep 2022 – Apr 2023

Not yet confirmed

Customer Support Associate

Genpact India Private Limited Delhi · Sep 2022 – Apr 2023

Not yet confirmed

• Handled customer inquiries via phone, email, and chat while providing timely and accurate support
• Resolved customer issues related to accounts, services, and transactions following company guidelines
• Maintained a high level of customer satisfaction by delivering polite, professional, and empathetic service
• Documented customer interactions and updated records accurately in internal systems
• Met productivity, quality, and compliance targets in a fast-paced environment
• Worked collaboratively with team members and supervisors to improve service quality