Huzefa Rafeeq
Annotation Analyst
Hyderabad,TG
Summary
Talented individual with Customer Relationship Management experience, positive attitude, problem solving and exceptional organization skills. Passionate for mentoring. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
8
8
years of professional experience
Work History
Siri Grading Analyst
Apple Inc
03.2021 - Current
- Listen and translate Siri audio les and rank levels of Siri response, from customers who have opted-in to the grading program.
- Highly organized with strong attention to detail and excellent proofreading skills.
- Excellent active listening skills with the ability to understand verbal nuances.
- Continuously monitoring Siri responses to enhance user interface.
- Consistently surpassed monthly quality metrics, demonstrating a commitment to excellence and a proactive approach to continuous improvement
- Keen on achieving target and exceeding it.
- Proactive approach.
- Contributes to process improvement by crafting locale-specific trends as a Conflict Resolution specialist
- Exceptional verbal and written communication skills, demonstrated through clear articulation, persuasive dialogue, and effective collaboration, ensuring seamless communication in diverse professional settings
Customer Service Specialist
Dell International Services
02.2016 - 02.2021
- Generated and analyzed reports to monitor employee engagement and attrition trends.
- Coordinated implementation of people-related services, policies and programs through departmental staff.
- Managing open customer cases while providing continuous visibility to customers and ensuring effective follow-up until full resolution of customer requests or issues.
- Reduced operational risks while organizing data to forecast performance trends.
- Made PowerPoint presentations about new processes and policies and shared it on floor, making it easy for all to understand.
- Optimization, Productivity Improvement, Customer centricity
- Building a bridge between cross functional business to ensure resolution for best customer experience
- Month on month achieved 98% on quality
- Driving customer experience and resolution.
- Helped recover customer experience of new team from 60% to more than 90%
- Conducted training about process and CSAT to the new hires on regular basis.
- Generated and analyzed reports to monitor employee engagement and attrition trends.
- Worked alongside global business leader to deploy new training strategies.
- Handling US Small and Medium business customer queries through email and phone support.
- Proven track record of cultivating impactful communication strategies, translating technical concepts into accessible language, and fostering a culture of open dialogue to drive team success and stakeholder engagement
Education
Bachelor of Science - Mathematics, Statistics And Computer Science
St.Ann's Degree College For Women
Hyderabad05.2015
Intermediate: - Mathematics
St.Ann's Junior College
Hyderabad05.2012
SSC -
Holy Mary High School
Hyderabad05.2010
Skills
Telemarketing expertise
Accomplishments
Exemplified leadership by mentoring new hires, driving performance enhancements, and elevating quality metrics to an outstanding 98% standard
Collaborated seamlessly with cross-functional teams, providing invaluable support through systematic troubleshooting procedures and prompt radar escalation during outage incidents
Obtained certification in en_ZA and hi_in locales, showcasing linguistic proficiency and cultural acumen in diverse language environments
Served as the IT Single Point of Contact (SPOC), adeptly overseeing and resolving intricate queries related to VPN setup for the team, showcasing proficiency in technical support and problem resolution
Contributed to the successful execution of Project Dodge, demonstrating a commitment to delivering high-quality outcomes through meticulous attention to detail
Contributed to the successful implementation of projects Mindhome and Mindhome Hobbit, showcasing expertise and dedication
Presently engaged in spearheading VCG Evaluation projects demonstrating ongoing commitment
Timeline
Siri Grading Analyst
Apple Inc
03.2021 - Current
Customer Service Specialist
Dell International Services
02.2016 - 02.2021
Bachelor of Science - Mathematics, Statistics And Computer Science
St.Ann's Degree College For Women
Intermediate: - Mathematics
St.Ann's Junior College
SSC -
Holy Mary High School
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