Gousiya Khan
Bangalore
Summary
Dynamic professional with extensive experience at Tecnicas Reunidas, excelling in administrative support and customer service. Proven ability to enhance operational efficiency and improve customer satisfaction through effective problem-solving and collaboration. Proficient in SAP and Excel, with a strong focus on process improvement and documentation management.
Overview
9
9
years of professional experience
Work History
Department Administrator
Tecnicas Reunidas
Bangalore
10.2022 - Current
- Coordinated with HODs to create comprehensive monthly workload reports, enhancing departmental visibility.
- Executed daily operational tasks to ensure smooth departmental functions.
- Compiled monthly internal orders, ensuring accuracy by gathering details from HODs.
- Conducted follow-ups on timesheet closures, ensuring accuracy and compliance.
- Collaborated with team members to streamline administrative processes, enhancing workflow efficiency.
- Resolved man-hour overruns by analyzing project time records and adjusting schedules to control project budgets.
- Assisted in invoicing processes to maintain accurate financial records.
- Managed SAP code access for departmental requirements.
- Utilized Word, Excel, and PowerPoint for effective documentation and presentations.
Customer Support Specialist
Ischolar Knowledge Education Service Pvt, Ltd
Bangalore
05.2020 - 06.2022
- Provided primary customer support, ensuring high satisfaction levels through effective issue resolution.
- Executed post-sale welcome calls to enhance overall customer experience.
- Developed strategies focused on resolving customer concerns and addressing needs.
- Evaluated customer issues, identified areas for improvement, and implemented proactive corrections to enhance service quality and customer satisfaction.
- Managed partner queries and student feedback calls to gather insights for service improvements based on direct feedback.
- Monitored emails to ensure timely responses to customer inquiries, contributing to improved communication and support.
- Monitored social media channels for engagement and feedback analysis.
- Managed Zoom registration process for events and eSign agreements using SignDesk software for efficient follow-ups.
Customer Support Specialist
R S I T Solutions 24/7
Bangalore
09.2018 - 10.2019
- Resolved customer escalation calls, ensuring timely issue resolution and enhancing client satisfaction.
- Resolved service issues promptly, driving customer satisfaction.
- Built rapport with customers through professional communication, fostering long-term relationships.
- Collaborated with clients to streamline operational processes, improving overall effectiveness.
- Scheduled appointments with corporate clients to finalize sales deals.
- Assigned tasks to engineers, meeting agreed-upon timelines.
Customer Support Coordinator
Cogent E Services Private Limited
Bangalore
08.2017 - 07.2018
- Managed escalation calls to resolve urgent customer issues, ensuring timely support and satisfaction.
- Utilized CRM software to track customer queries and responses, increasing overall response efficiency.
- Addressed customer service inquiries promptly, improving accuracy of responses.
- Analyzed customer queries to provide effective resolutions.
- Collaborated with clients to streamline processes, enhancing overall service delivery.
- Processed refund transactions and exchanges for customer purchases to ensure satisfaction.
Education
Bachelor of Computer Applications -
Rani Channama University
Belgaum, Karnataka08-2015
Skills
- Administrative support
- Customer relationship management
- Sales support
- Sales support and initiative
- Process improvement
- Operational efficiency
- Task prioritization
- Documentation management
- Relationship management
- Task management
- SAP access management
- Document management
- Report generation
- Invoicing processes
- Problem solving
- Attention to detail
- Team collaboration
Accomplishments
- Employee Of The Month In Aegis for 3 consecutive months.
- Five Star Performer Of The Month.
- Awarded for highest CSAT (Customer Satisfaction).
- Won 2nd Price in State Level Quiz Competition in school level.
Hobbies and Interests
- Event organizer in school and college annual day functions.
- Actively participated in the events organized at various colleges in IT Fests.
- Actively participated in LEAD (Deshpande Foundation).
Languages
English
Upper Intermediate (B2)
B2
Hindi
Advanced (C1)
C1
Urdu
Upper Intermediate (B2)
B2
Timeline
Department Administrator
Tecnicas Reunidas
10.2022 - Current
Customer Support Specialist
Ischolar Knowledge Education Service Pvt, Ltd
05.2020 - 06.2022
Customer Support Specialist
R S I T Solutions 24/7
09.2018 - 10.2019
Customer Support Coordinator
Cogent E Services Private Limited
08.2017 - 07.2018
Bachelor of Computer Applications -
Rani Channama University