Process Developer for GPay

RESUME

Shaheena Begum

Mobile: +919*********

Pincode - 502032

Hyderabad.

E-mail:**************@*****.***

CAREER OBJECTIVE:

Dynamic and results-oriented professional with extensive experience in customer service. Proficient in problem-solving and thriving in fast-paced environments, with a strong ability to manage challenges effectively. Seeking a responsible position in a reputable organization where I can apply my expertise, utilize available resources, and contribute to the company’s growth while advancing my personal and professional development.

STRENGTHS:

A mindset that facilitates rapid learning, the capacity to function well under duress, and outstanding communication abilities.

successfully completed projects within tight deadlines by delegating tasks based on priority and the availability.

WORK EXPERIENCE:

Began as a Customer Service Representative for Prime Centric, an Amazon seller, in Dec 2017 and worked there until November 2019. Joined Genpact India Pvt ltd in March 2021 as a Process Associate, progressed to Process Developer in August 2022, and worked their till Oct 2024. JOB RESPONSIBILITIES in Prime Centric as Amazon seller representative :

● Provided exceptional customer service, addressing inquiries and resolving issues promptly to ensure customer satisfaction

● Managed and processed orders efficiently, handling a high volume of transactions while maintaining accuracy.

● Developed expertise in Amazon’s platform and policies, facilitating smooth interactions between customers and the seller.

JOB RESPONSIBILITIES in Genpact India private Ltd :

● Handled customer queries on both chat and call and worked on solving tickets as per the KB.

● Providing report to back end to resolve the issue as per TAT

● Taking Hyper care at higher level of escalation from the customers

● Processing billing due date of customers and taking care of charges

● Dropping Emails to the team lead regarding daily basis report Achievements:

● Rewarded for best performer in Customer CTA

● Awarded with bronze and cheer points for exceptional performance Awarded as best team bounding in the process .

● Appreciation from clients for

quick resolution in the issues EDUCATIONAL

QUALIFICATIONS:

● B.SC computers – Graduated From Pragnya degree college from Osmania University in 2016.

● Intermediate - Sri Gayatri Jr College in 2013.

● SSC – Sri Vivekananda high school in 2011.

Technical skills:

● Working Knowledge in Google tools.

● Working Knowledge on Professional tool with real time business on customer service

● Knowledge of MS – Office ( Excel, Word, powerpoint)

● Completed Fundamentals of digital marketing from Google skills shop with the Completion ID: 336455555

HOBBIES:

I like spending time with friends & family.

Love cooking.

PERSONAL PROFILE:

NAME : Shaheena Begum

FATHER’S NAME : Late Akbar Khan

DATE OF BIRTH : 08-09-1995

GENDER : Female

NATIONALITY : Indian

RELIGION : Islam

LANGUAGES KNOWN : English, Hindi,and Telugu.

DECLARATION:

I solemnly declare that the above mentioned information is true to the best of my knowledge.

PLACE: Hyderabad

DATE: (Shaheena Begum)

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