HUMAIRA SHAIKH
Mumbai
Summary
Dedicated and adaptable professional with a proactive attitude and the ability to learn quickly. Strong work ethic and effective communication skills. Eager to contribute to a dynamic team and support organizational goals.
Overview
5
5
years of professional experience
Work History
Analytics Executive
Firstsource Solutions Limited
Mumbai
01.2024 - Current
- Designed and maintained dashboards and reports to track progress against key performance indicators.
- Prepared presentations to senior management highlighting key findings from analysis projects.
- Developed and implemented advanced analytics models to identify customer trends, segmentation, and forecasting.
- Analyzed large datasets to uncover insights that informed business decisions.
- Utilized advanced analytics tools, such as Excel PowerPivot, to manipulate large volumes of structured and unstructured data sets.
- Performed data entry, data cleaning, and data coding for analysis.
- Created data visualizations and reports for management, showcasing findings and recommendations.
- Maintained or updated business intelligence tools, databases or dashboards.
Senior Customer Executive
Firstsource Solutions Limited
Mumbai
01.2021 - 12.2023
- Worked as a technical repairs support, manage several conversations at once while still providing the best support/ resolutions to our customers
- Adding new services, sending technician's upselling new mobile lines, phone's
- Handling live chats, responding in a timely manner with professional understanding, reaching the sentiment goal.
- Worked as a Business Trainer.
- Reviewed customer surveys and evaluations and made necessary adjustments to improve satisfaction.
- Conducted regular meetings with agents to review their needs and expectations.
- Provided feedback to agents regarding potential areas of improvement for customer service operations.
- Trained new employees on how best to handle customer interactions, inquiries, and requests.
Customer Engagement
Mahindra Integrated Business Solutions
Mumbai
09.2019 - 01.2021
- Initally was hired to handle emails, later promoted to Independently handle to Premier desk for Club Mahindra
- Access to creating booking, Refunds, Cancellations, Re credits etc
- Cordination with members and various other teams like Resorts, Sales and Reservation teams and various other internal team's to help member's to experence hassle free experience
- Conversion of irate member's to happy member's
- Creating a healthy and positive bond with member's as our membership are for 25 years
- Upselling of products/ Upgrade of membership.
Education
Post Gradutaion - Bussiness Management
Mumbai University
06.2021
Bachelor of Commerce -
Smt. MMK College Bandra
04.2019
HSC -
Smt. MMK College Bandra
02.2016
SSC -
Mount Mary Convent
03.2014
MBA - Operations Management
DY Patil University
Navi MumbaiSkills
- Management
- Communication
- Report Generation
- Data Quality Management
- Task Prioritization
- Analytical Thinking
- Advanced Excel
- Project Management
- Operations Management
Languages
- English, Professional Proficiency
- Hindi /Marathi, Native Speaker / Limited Working Proficiency
Hobbies and Interests
- Reading
- Travelling
- Outdoor Games
Timeline
Analytics Executive
Firstsource Solutions Limited
01.2024 - Current
Senior Customer Executive
Firstsource Solutions Limited
01.2021 - 12.2023
Customer Engagement
Mahindra Integrated Business Solutions
09.2019 - 01.2021
Post Gradutaion - Bussiness Management
Mumbai University
Bachelor of Commerce -
Smt. MMK College Bandra
HSC -
Smt. MMK College Bandra
SSC -
Mount Mary Convent
MBA - Operations Management
DY Patil University
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