Data Entry Customer Service
Resume:
SUMANA IRFAN KHAN
Email · ****.*******@*****.***
OBJECTIVE
Seeking challenging opportunity with companies that utilizes exceptional verbal and written communication skills via face to face and/or phone interactions.
Obtain rewarding reviews that provides growth and career advancement opportunities.
SKILLS
Superior conflict resolution and customer service skills
Proficient in Data Entry jobs
Well versed with Administrative responsibilities
Extensive knowledge of Microsoft Word, Excel and Power point.
Presentation, Feedback & Coaching skills
Training coordinator for trainees and mid-level management
Exceptional multi-tasking abilities
Excellent computer literacy
Continuous researching ideas for business growth and development
Maintain company’s KPI and SLA
Listening and comprehension skills
Creative problem-solving and critical thinking skills
Develop Action plans and report out the improvement process in business reviews
Friendly and engaging personality
Record-keeping and documentation skills
Technical knowledge of English communication.
Quick learner with quality focus and conflict resolving
Attention to detail and a team player
PROFFESSIONAL EXPERIENCE
TCS (TATA CONSULTANCY SERVICES)
DATE: JUN 2013- APR 2018
ADMINISTRATION &COMMUNICATION ANALYST
Evaluation of verbal communication of freshers
Supervising compliance to company policies
Arrange team meetings and one on one analytic reports
Analyze the Coaching / Training needs of the agents & support them in delivery
Coordination and Implementation of Office Procedures.
Conducting seminars on technical aspects of Communication
Preparing job modules for better recruitment process
Handling Data Entry and System request Updates
Providing HR initiatives for candidate retaining
Analyze Audit data, Compliance, Communication & Process related data.
Assessing improvement in company KPI and SLA
Updating records related to latest projects
ABC CONSULTANCY SERVICES
ADMINISTRATION SUPERVISOR & VOICE EVALUATOR
FROM FEB 2010 TO MAY 2013
Monitor calls on Communication, Soft Skills, and Process & Compliance Parameters.
Provide Coaching & Feedback to enhance agent performance.
Analyze Audit data, Compliance, Communication & Process related data.
Analyze the Coaching / Training needs of the agents & support them in delivery.
Participate in calibrations to ensure consistent scoring & feedback delivery approach.
Keep the reps updated on new process changes/updates, improvement initiatives.
Conduct Compliance, Communication & Process Awareness sessions for new hires.
Support floor Training Initiatives: Resolution & Communication
Plan & run campaigns to drive Awareness/Improvements on Compliance, Communication & Process.
WNS GLOBAL SERVICES
SR. CSA, VIRGIN ATLANTIC AND FLYING CLUB
FROM NOV 2007 – JAN 2010
Resolving customer issues with related to membership and flight operations.
Acting Floor Supervisor as and when required
Maintaining Employee leave records and log in data
Resolving escalated issues of delayed TAT
Communicating appropriate options for resolution in a timely manner.
Informing customers about services available and assesses customer needs.
Providing functional guidance, training and assistance to lower level staff.
Providing assistance, training and troubleshooting support to lower level staff.
Monitoring priority of calls and shifts escalated calls to assure resolution to problems.
Preparing standard reports to track workload, response time and quality of input.
Assisting in planning and implementing department goals and makes recommendations to management to improve efficiency and effectiveness.
GTL Limited
CLIENT RESPONSE EXECUTIVE
FROM JUNE 2005 – DEC 2005
Handling Client related inquiries and providing first hand solution.
Promoted to Grade B-2 for organizational and quick response skills
Resolving customer issues with related to Insurance for travel and medical
Preparing standard reports to track workload, response time and quality of input.
Maintaining Employee leave records and log in data
Enduring compliance to the job’s SLA
EDUCATION
BACHELOR OF SCIENCE (ZOOLOGY), ALIGARH MUSLIM UNIVERSITY
oYEAR: 2007-2009
HIGHER SECONDARY, ALIGARH MUSLIM UNIVERSITY
oYEAR: 2004
SENIOR SECONDARY, ALIGARH MUSLIM UNIVERSITY
oYEAR: 2002
PERSONAL DETAILS
Spouse Name: Mr. Irfan Khan
Address: Flat 13 building no. 25 street no. 830 Doha al jaded Doha, QATAR
Sex: Female
Nationality: INDIAN
QID no. 286********
Passport number: R0707071 Exp dt: 18/06/2027
Languages known: English and Hindi
I hereby declare that the above mentioned details are true to the best of my knowledge.
Sumana Irfan Khan
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