Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
Generic

Amreen Khanum

Bengaluru

Summary

Experienced professional excelling in Senior Operations Associate, Senior Associate, Customer Escalation, and Back Office functions. Aspiring to contribute well-rounded skills and dedication to a dynamic work environment, driving excellence in customer service, operational efficiency, and organizational success.

Overview

4
4
years of professional experience
1
1
Certification
4
4
Languages

Work History

Senior Operations Associate

Dunzo Digital Private Limited
02.2022 - 12.2023
  • Led B2B product operations at Dunzo, managing PAN India orders from key partners such as JioMart, Dunzo Pick & Drop, ONDC, and Third-Party B2B.
  • Served as Point of Contact (POC), addressing team issues and providing support, demonstrating strong leadership skills.
  • Conducted training sessions for new hires, ensuring essential skills and knowledge for effective customer query handling.
  • Conducted audits and effectively resolved email escalations, showcasing attention to detail and problem-solving abilities.
  • Maintained exceptional communication, providing first-call resolutions for customers, merchants, and partners, even in challenging situations via chats, calls, and emails.
  • Collaborated with cross-functional teams in engineering, product, and city operations to resolve complex customer issues, consistently exceeding a 95% Net Promoter Score (NPS).
  • Integrated Freshchat, Freshdesk, Exotel, UDial, and Mozart CRM software, achieving a 30% improvement in first-call resolution and a 20% increase in customer retention.
  • Implemented fraud prevention measures, reducing fraudulent activity by 25% through root cause analysis and trend reporting.
  • Recognized as a top performer of the team for implementing quality control protocols, resulting in a 30% improvement in delivery accuracy, enhancing service standards and customer satisfaction.
  • Recognized for outstanding contributions and achievements.

Senior Associate

Edudarpan Solutions Private Limited
04.2020 - 01.2022
  • Conducted outbound calls to connect with doctors, assessing their interest in MD/MS admissions.
  • Inquired about their preferences and needs during the counseling process.
  • Played a crucial role in providing end-to-end support, from initial inquiries to navigating counseling intricacies.
  • Facilitated a smooth admission process, ensuring a positive and informed decision-making experience for doctors.
  • Demonstrated strong communication skills and attention to detail in handling doctor inquiries and concerns.
  • Trained new employees on Standard Operating Procedures (SOP) related to admissions.

Education

BBA - Bachelor of Business Administration

Sri Venkateshwara First Grade College - Bangalore City University
Bengaluru
2023

High School Diploma -

Govt PUC College - Pre-University Board
Bengaluru
2020

SSLC -

Lilly Rose High School - K.S.E.E.B
Bengaluru
2015

Skills

  • Customer Service Excellence
  • Effective Written and Verbal Communication
  • Empathy and Relationship Building
  • Problem-Solving
  • Training and Mentoring
  • Point of Contact (POC) Management
  • Fraud Investigations

Certification

  • Basic MS Excel, Yashi Institute of Technologies - 2017
  • Skilled in using Microsoft Office applications (Word, PowerPoint, Outlook)

Languages

English
Hindi
Urdu
Kannada

Timeline

Senior Operations Associate

Dunzo Digital Private Limited
02.2022 - 12.2023

Senior Associate

Edudarpan Solutions Private Limited
04.2020 - 01.2022

BBA - Bachelor of Business Administration

Sri Venkateshwara First Grade College - Bangalore City University

High School Diploma -

Govt PUC College - Pre-University Board

SSLC -

Lilly Rose High School - K.S.E.E.B

Similar Profiles

CREATE PROFILE
Amreen Khanum