Summary
Overview
Work History
Education
Skills
Skillslist
Awards
Projects
Languages
Timeline
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Arshiya Sadaf

Arshiya Sadaf

Bengaluru

Summary

Passionate about my career, trustworthy with 9 years of practical experience and dedicated work ethic. Self-motivated to consistently provide first-class results in line with stringent targets and deadlines. Courteous and cordial with goal to coach and train employees to meet maximum potential.

Overview

10
10
years of professional experience

Work History

Operations Team Leader- CSR

Groupon
07.2021 - 06.2024
  • Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
  • Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
  • Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
  • Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
  • Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.
  • Monitored time and attendance, enforcing compliance with company procedures relating to absenteeism.
  • Evaluated customer needs and feedback to drive product and service improvements.

Lead CSR/ Subject Matter Expert

Groupon
03.2020 - 07.2021
  • Enhanced customer satisfaction by addressing inquiries and resolving issues promptly.
  • Reduced wait times for customers by efficiently managing high email/chat volumes during peak periods.
  • Trained new hires on company policies and procedures, ensuring consistent quality of service delivery.
  • Handled escalations and provided constructive feedback to fill the knowledge gaps.

Senior Executive

24/7.ai
06.2014 - 10.2017

Education

B. com -

Mount Carmel College

P.U.C -

St. Annes P. U Girls College

SSLC -

Noble Saint English High School

Skills

  • English
  • Hindi
  • Kannada
  • Urdu
  • Teamwork and Collaboration
  • Problem-Solving
  • Attention to Detail
  • Team motivation
  • Team Supervision
  • People Management
  • Coaching and Mentoring
  • Performance Improvement
  • Complex Problem-Solving
  • Quality Improvement
  • Conflict Resolution
  • Leading Team Meetings
  • Coaching
  • Performance Evaluations
  • Time Management
  • Decision-Making

Skillslist

  • Leadership
  • Communication
  • Problem-solving
  • Teamwork
  • Customer service
  • Time management
  • Conflict resolution
  • Adaptability
  • Decision-making

Awards

  • Drive quality, productivity, and achieve expected monthly KPIs
  • Strengthened team's ability in real-time analysis through regular case audits and feedback sessions
  • Managed and motivated a team to enhance productivity on both individual and group levels, successfully meeting performance goals.
  • Implemented regular refreshers, coaching sessions, and team huddles to actively engage the team and boost performance resulting in the achievement of stacks.
  • Consistently monitored for bugs, verifying whether the BLR location encountered comparable challenges. Kept span and managers informed of any relevant updates.
  • Collaborated with Quality, Trainers, and Ops team in calibrating and distributing new updates
  • Ensured SLAs were met on a LOB/location basis.
  • Resolved complex customer enquiries, disputes and complaints.
  • Maintained excellent employee relationships by cultivating supportive, positive and helpful working environment.
  • Managed a team of customer service representatives and resolved escalated customer issues.
  • Analyzed customer feedback and made recommendations for process improvements.
  • Handled complex customer inquiries and provided timely and efficient resolutions.
  • Best Cross Skill Agent for 2015-16
  • Monthly Champion for Best Quality
  • Quarterly Champion for Overall Performance.
  • Monthly Champion for Voice and Accent.
  • Participated in BluePrint Training.
  • Best Subject Matter Expert (SME) for the month June 20 2016
  • Gold award winner for 3 consecutive months from April 2019-June 2019
  • Bronze award winner for the month of February- 2020
  • Pilot team for new projects introduced during my tenure with the company - May 2022
  • Have Onboarded 2 new batches in the current role

Projects

Shawshank Redemption Making, Redemption easier!, Shawshank is intended to improve the Customer Satisfaction by providing the 'right' resolution to the customers rather than only issuing 'refunds', to drive increased Redemption Rate and decreased Refund Rate, Bangalore, 11/01/22, 11/14/23 Global CS Agents Network IssueEnhance performance!, Worked on projects that has helped improve the process, Bangalore, 11/01/22, 11/14/23

Languages

English
Kannada
Hindi
Urdu

Timeline

Operations Team Leader- CSR

Groupon
07.2021 - 06.2024

Lead CSR/ Subject Matter Expert

Groupon
03.2020 - 07.2021

Senior Executive

24/7.ai
06.2014 - 10.2017

B. com -

Mount Carmel College

P.U.C -

St. Annes P. U Girls College

SSLC -

Noble Saint English High School

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Arshiya Sadaf