Anees Fatima Rizvi
MIRA ROAD (EAST)
Summary
Results-driven senior associate with several years of experience and a proven track record of success in project management, client relations, and team leadership. Adept at driving initiatives from conception to completion, while ensuring adherence to quality standards and timelines. Strong communicator with a talent for building and nurturing productive relationships
Open and positive communicator with calm and level-headed approach to managing routine needs and meeting special challenges.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Senior Associate
TCS
Mumbai
05.2021 - Current
- Create 60+ quality reports per week and support all areas of responsibility within a 5-person quality team
- Resolved customer inquiries in a timely manner while adhering to service level agreements.
- Provided direction and guidance to junior associates on complex tasks.
- Maintained responsibility for all inquiries, concerns and complaints, resolving matters effectively and to satisfaction of customers.
Retentions Associate
WhiteHatJr
Mumbai
10.2020 - 03.2021
- Creating a healthy environment at work and helping the team and retaining customers for any unforeseen circumstances faced by them during their tenure with WhiteHatJr.
- Identified opportunities for process improvement and cost savings initiatives.
Tour Manager and Quality Control Manager
Thomas Cook India Pvt Ltd
Mumbai
02.2015 - 12.2019
- Analyze, examine and interpret 50+ itineraries per season; compile accurate travel information: and conduct tours worldwide managing logistics and Human Resource
- Reviewed contracts with suppliers such as bus companies or guides prior to signing them.
- Inspected accommodations before client check-in to guarantee quality standards were met.
- Conducted pre-tour meetings with clients to discuss expectations and plans.
- Served as a point of contact between customers and other personnel involved in the tour operation.
- Prepared detailed reports on tour performance after completion of each trip.
- Provided customer service support throughout the duration of each tour.
Senior Customer Support Representative for Account Security Group
Zenta Pvt Ltd alias NCO India Pvt Ltd
Mumbai
12.2011 - 01.2013
- Evaluated current processes and procedures used in detecting credit card frauds and suggested improvements based on industry best practices.
- Verified all incoming calls related to suspected fraudulent activities before taking action.
- Developed risk management strategies to reduce the potential for future fraud losses.
Event Manager
AS Corp
Mumbai
08.2010 - 10.2011
- Acted as a liaison between clients and vendors throughout the duration of an event.
- Evaluated event performance metrics against established goals and objectives.
- Oversaw all aspects of event production from conception through completion.
- Resolved any issues that arose during the course of an event in a timely manner.
- Ensured compliance with applicable laws and regulations related to event planning and operations.
Senior Technical Support Associate
Stream Global Services
Mumbai
09.2008 - 06.2009
- Conducted research into emerging technologies in order to recommend solutions.
- Identified areas where process improvements could be made within the department.
- Created detailed reports on customer support activities.
- Identified and resolved complex customer problems with innovative solutions.
Education
Certificate - World Tour Management
Thomas Cook Centre of Learning
Mumbai, MH12-2015
Batchelor in Mass Media - Journalism
Rizvi College
Mumbai, MH04-2013
Skills
- Customer Service
- Tour Management
- Creating Reports
- Retention
- Credit Card Account Security Management
- Business Development
- Process Flows
- Crisis Management
- Quality Control Management
- Business Analysis
- English
- Troubleshooting
- Technical Support
Accomplishments
- Best Support Function Leader Award
- Star of the Month for consecutive 3 months
Certification
- Certificate of Appreciation for 10 months at Thomas Cook India Ltd
Timeline
Senior Associate
TCS
05.2021 - Current
Retentions Associate
WhiteHatJr
10.2020 - 03.2021
Tour Manager and Quality Control Manager
Thomas Cook India Pvt Ltd
02.2015 - 12.2019
Senior Customer Support Representative for Account Security Group
Zenta Pvt Ltd alias NCO India Pvt Ltd
12.2011 - 01.2013
Event Manager
AS Corp
08.2010 - 10.2011
Senior Technical Support Associate
Stream Global Services
09.2008 - 06.2009
Certificate - World Tour Management
Thomas Cook Centre of Learning
Batchelor in Mass Media - Journalism
Rizvi College
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