Farhin Qureshi
Mumbai
Summary
A competent and detail-oriented professional with over 7 years of experience in customer service and 3+ years of experience in workforce management. Proven expertise in customer retention, operational improvements, team management, training, and capacity planning. Seeking a challenging position in a reputed organization where I can leverage my skills in communication, customer service, and operational excellence to contribute to the company’s growth.
Overview
11
11
years of professional experience
Work History
WFM Capacity Planner
IQor India Services Private Limited
01.2022 - Current
- Manage and optimize workforce scheduling to ensure optimal staffing levels across various projects
- Analyze real-time and historical data to forecast demand and adjust capacity requirements
- Work closely with operational teams to ensure that business requirements are met while adhering to client expectations
- Develop and maintain shift patterns and schedules to improve operational efficiency
- Collaborate with leadership to improve workforce utilization and reduce operational costs
- Support the operations team with data analysis and reporting to ensure key performance indicators (KPIs) are met
WFM RTA Lead
Teleperformance
03.2021 - 01.2023
- Monitored and assisted operations teams in analyzing and improving their delivery processes
- Managed daily attendance, program break schedules, and shift management
- Generated ideas for process and service improvement to enhance efficiency
- Introduced and updated CBT (Computer-Based Training) for skill enhancement in Training and Operations
- Developed and maintained training strategies for new hires and upcoming projects
- Monitored overall operations and maintained a consequence matrix to ensure adherence to procedural standards
- Conducted internal and external audits to ensure business hygiene and compliance
- Facilitated client engagement through calibrations and operational excellence projects
Assistant Trainer
Epicenter Technologies
05.2017 - 08.2020
- Trained on-the-job trainees (OJTs) for a Canada-based company, Cash4You
- Ensured accurate and timely compliance with training data and reporting
- Contributed to refining and updating the training curriculum for better effectiveness
- Managed recruitment and conducted training for fresh hires and production advisors (L1 and L2)
- Organized reinforcement sessions for managers and team leaders
- Facilitated language-related activities and collaborated with HR and Operations for improved team performance
Customer Service Representative
I-SERVE BPO
01.2014 - 01.2015
- Handled customer complaints and provided timely and effective solutions in accordance with company policies
- Maintained detailed records of customer interactions, inquiries, complaints, and feedback
- Managed over 150 customer calls per day, consistently achieving an average customer satisfaction rating of 95%
Education
Bachelor of Business Administration -
Rajiv Gandhi Institute of Management and Technology
01.2018
Higher Secondary Certificate -
Reena Mehta College of Arts, Science, and Commerce
01.2013
Skills
- Customer service
- Effective communication
- MS Office proficiency
- Multitasking and Time Management
- Team Management and Training
- Capacity Planning and Workforce Management
- Analytical Thinking and Problem Solving
- Power BI certified
- Contingency planning
- Program support
- Project management
Languages
- English
- Hindi
- Urdu
- Marathi
Personal Information
- Date of Birth: 05/11/93
- Nationality: Indian
- Marital Status: Single
Validpassport
Yes
Timeline
WFM Capacity Planner
IQor India Services Private Limited
01.2022 - Current
WFM RTA Lead
Teleperformance
03.2021 - 01.2023
Assistant Trainer
Epicenter Technologies
05.2017 - 08.2020
Customer Service Representative
I-SERVE BPO
01.2014 - 01.2015
Bachelor of Business Administration -
Rajiv Gandhi Institute of Management and Technology
Higher Secondary Certificate -
Reena Mehta College of Arts, Science, and Commerce
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