Customer Service Sales
Resume:
SAQUIB SHAHNAWAZ
*, ***** ****** **** ******* ***037
Contact: +91-869******* (M) / 990-***-**** (M)
Mail Id: *********@*****.***
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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