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AWARD & RECOGNITIONS

Oct-****

Certificate of Recognition for Best Quality Analyst at Teleperformance DIBS

April-2019

Certificate of Recognition for Best Performer in customer service at Teleperformance DIBS

Oct-2018

Certificate of Appreciation for Best Performer in customer service at Teleperformance DIBS

Sept-2014

Certificate of Excellence for excellent Customer Service Experience and appreciation at Epicenter Pvt Ltd

Detail-Oriented Quality Analyst with 1-year Experience in BPO industry, monitored outbound and inbound calls as per call audit parameters and perform process analysis.

Possess 2.5 years’ experience as customer service executive in BPO and have performed well in delivering good service with customer satisfaction with help of customer service skills

English

Hindi

LANGUAGES

2004 MS-CIT

MKCL Mumbai

MKCL Mumbai

Marital Status Single

Date of Birth 02/05/1981

PERSONAL DETAILS

Quality Analyst July 2019 – Sept 2020 Teleperformance Business Services Ltd, Bhayandar

Monitor and evaluate randomly selected agents calls to audit on set parameters and process adherence and update the same in CCMS system.

Conduct Quality Induction for new hires regarding quality parameters and also certification for them

Identify and share timely feedback on agent shortcomings in soft skills and process knowledge thereby supporting operations team, coach them, conduct one-on-one session and Dip check for newly added call behaviors.

Perform ACPT Analysis and conduct Root Cause Analysis and provide ongoing recommendation /solutions to improve professionalism and customer service.

Customer Service Executive Nov 2017 – June 2019

Teleperformance Business Services Ltd, Bhayandar

Handled Outbound calls daily with duties including assisting customer to schedule appointment for Sales Associate visit.

Answer their queries, provide service information.

Listen attentively to customer needs and document interactions in CRM and record their concerns and complaints in system.

Customer Service Executive Feb 2014 – Sep 2014

Epicenter Technologies Pvt Ltd, Bhayandar

Handled Inbound calls of customers, respond to their queries, resolve problems, ensure timely resolution of their issues, mail reports and package quotation as per customer requirement.

Document customer interactions and complete requests to minimize customer effort or additional action.

Laboratory Technician Aug 2006 – Mar 2008

Gold shield wellbeing center, Andheri

Pathology sample testing, generated reports of patient and provided training to juniors with respect to lab procedures.

Filed and maintained records as well as dispatch reports.

Maintained stock inventory, Calibration and standardization of instruments and samples for quality control check

Laboratory Technician Apr 2004 – Mar 2006

Green Cross Pathology Lab, Santacruz

Performed all pathology lab tests and dispatched reports of

patients.

Maintained stock inventory and raised the purchase order.

SUMMARY

EXPERIENCE

SKILLS

SHAKIRA KHAN

QUALITY ANALYST

COMPUTER SKILLS

EDUCATION

2004 D.M.L. T

T.N.M.C

2002 BSc-Chemistry

L.U & M.V College

1999 H.S.C

L.U & M.V College

1997 S.S.C

S.V.M School

Good Communicator

Team Player

Detail Oriented

Organized

Customer Service skills

Interpersonal skills

Reports and Documentation

809-***-****

adxoj4@r.postjobfree.com 503, Abdulla Tower, Naya nagar, Mira road-East,

Thane-401107

Contact this candidate