SUMANA IRFAN KHAN

+974-********

Email · ac9arc@r.postjobfree.com

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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