Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
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Afifa Faiz

Learning Experience Leader
Indore

Summary

Creative and highly motivated trainer who shares a strong passion for learning and knowledge. Exercises critical thinking to support business requirements. Seeking new opportunities to grow professionally and as a human being.

Overview

4
4
years of professional experience
4
4
years of post-secondary education

Work History

Learning Experience Leader

TaskUs India
Indore
02.2022 - Current
  • Supported New Business Onboarding by effective and timely delivery of training batches to Operations
  • Managed CRM verticals in Food Logistics and Fin-tech environment along with Content Moderation [Trust & Safety]
  • Designed Curriculums for various verticals - Content Moderation [Trust & Safety] and Menu Transcription which received client approval
  • Curated Soft Skill and Cultural Training presentations to enhance performance and learning for customer service LOBs
  • Drove continuous improvement projects to drive efficiency and proficiency in performance and achieving Client KPIs
  • Identified knowledge gaps in process and implemented preventative measures to overcome challenges
  • Led TNI projects with measurable impact on business and performance metrics
  • Contributed to business review meetings by creating insightful and data oriented presentations

Customer Service Teammate

TaskUs
Indore
08.2020 - 02.2022
    • Customer service experience in blended Chat/Email/Voice logistic process
    • Maintained compliance and Client KPIs while providing assistance with any payment or policy related concerns
    • Supported ramp plans as Subject Matter Expert for 6 months to help facilitate new hires into Production
    • Liaised with Training and Ops to coach and shadow new teammates and help them achieve their Client KPIs/targets
    • Conducted shadow sessions and audits and gave relevant feedbacks to teammates
    • Performed root cause analysis to identify areas of improvement and enhance performance efficiency

Education

Bachelor of Arts - English Literature

Calcutta University
Kolkata
08.2017 - 11.2020

High School Diploma -

Albany Hall Public School
Kolkata
04.2016 - 05.2017

Skills

    L3 Certified Trainer and Facilitator

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Accomplishments

  • Designed Cultural and Soft Skills Training Content for an international food delivery platform
  • Established healthy relationship with internal and external stakeholders
  • Facilitating senior leadership during onboarding program

Timeline

Learning Experience Leader

TaskUs India
02.2022 - Current

Customer Service Teammate

TaskUs
08.2020 - 02.2022

Bachelor of Arts - English Literature

Calcutta University
08.2017 - 11.2020

High School Diploma -

Albany Hall Public School
04.2016 - 05.2017

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Afifa FaizLearning Experience Leader