SAQUIB SHAHNAWAZ

*, ***** ****** **** ******* ***037

Contact: +91-869******* (M) / 990-***-**** (M)

Mail Id: acfyfd@r.postjobfree.com

OBJECTIVE:

A challenging career in service industry to achieve a position which gives me an

opportunity to expand my knowledge in contributing creative solution for the

advancement of the organization development.

WORK EXPERINCE:

2014, Jan – Till date JustDial

Designation: Quality Analyst

(Sales)

Tasks & Responsibilities:

o Auditing outbound calls.

o Organizing refresher sessions with defaulter agents

in order to increase the sales.

o Sharing the reports on weekly basis with the

stakeholders PAN India.

o Outcalling for CSAT survey.

o Preparing CSAT report on weekly basis & sharing it

PAN India.

o Organising refresher sessions with the marketing

executive in order to improve their performance.

o Participating in Pan India Calibration session.

2011, Oct – 2014, Jan Vodafone Associate

Designation: Written Communication & Back Office

QUALITY

Tasks & Responsibilities:

o Audit for all verticals who respond via E-mail to

Customer

o Quality check and assurance with respect to

grievances posted on websites

o Back office service request audits for Bengal &

Kolkata circle.

o Identification and closure of process gaps with the

help of 7 Quality Tools.

o Sharing the Findings/process change/improvement

opportunity with the Stake holders.

o Monthly training and refresher sessions

o Categorization for W-Com & Back office executives

initiated for the first time to identify training needs

for low performing executives

o Calibration sessions with Corporate to align oneself

with the audit process

o Bench marking activity conducted

o Doing Weekly Analysis on the Incorrect &

Incomplete data & sharing it with relevant stake

holders.

o Sharing Weekly, Mid Month & Monthly Report with

relevant stakeholders

o Vodafone website audits for Bengal & Kolkata

Circle.

o IVR (interactive voice response) audits for Kolkata

& Bengal.

2009, Jul – 2011, Sept Kankei Relationship Marketing Private Limited

Designation: Customer Service Executive (Part time)

Tasks & Responsibilities:

o Taking calls for Vodafone Mini Store Helpline

o Leading a team of 8 people

ACHIEVEMENTS:

o Being in Top 3 Nationally for the last quarter in

Back Office Management

o Circle Vodafone Tale champion.

o Top caller of the process.

o Leading a team of 8 people.

o Part of the social committee.

COMPUTER PROFICIENCY:

o Diploma in Financial Accounting

o Working knowledge of MS EXCEL, MS WORD &

Power Point Presentation.

ACADEMIC QUALIFICATION:

2011 B.Com in Marketing Honors

S.A.Jaipuria College, Kolkata

2008 ISC

Calcutta Boys’ School, Kolkata

2006 ICSE

Calcutta Boys’ School, Kolkata

PERSONAL PROFILE:

FATHER’S NAME : SHAHNAWAZ ALI

DATE OF BIRTH : 12 February, 1990

NATIONALITY : Indian

Sex : Male

Marital Status : Single

Languages : English, Hindi & Bengali

Interest : Reading, listening to music,

Cricket & Table Tennis.

Place: Signature:

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