Summary
Overview
Work History
Education
Skills
Affiliations
Timeline
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HUMAIRA SHAIKH

HUMAIRA SHAIKH

Mumbai

Summary

Dedicated employee known for punctuality, pursuing employment options where good customer service and a positive attitude will make a difference. Flexible, hard worker, ready to learn and contribute to team success.

Focused professional in the service industry, known for high productivity and efficiency in task completion. Excel in transforming insights into actionable strategies, enhancing customer experiences, and fostering team collaboration to achieve operational excellence.

Overview

6
6
years of professional experience

Work History

Interaction Analytics Executive

Firstsource solutions Limited
Mumbai
01.2024 - Current
  • Designed and maintained dashboards and reports to track progress against key performance.
  • 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.
  • Built dashboards using Power BI tools to visualize real-time analytics from large datasets.
  • Conferred with project managers and other stakeholders to fully understand software design specifications and plan optimal development approaches.

Senior 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.
  • 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.
  • Provided excellent customer service to resolve customer complaints in a timely manner.
  • Gathered customer feedback through surveys and used the data to improve customer service.

Travel Consultant

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

MBA - Bussiness Analytics

DY Patil University
Pune
09-2025

Master of Commerce - Bussiness Management

Smt MMK College
Bandra
06.2021

Bachelor of Commerce -

Smt. MMK College Bandra
04.2019

HSC -

Smt. MMK College Bandra
02.2016

SSC -

Mount Mary Convent
03.2014

Skills

  • Management
  • Communication
  • Report generation
  • Data quality management
  • Task prioritization
  • Leadership skills
  • Advanced Excel
  • Project Management
  • Operations management
  • Power bi

Affiliations

  • Gymnastic and Marathon
  • Mars International school event coordinator
  • Travelling and trekking

Timeline

Interaction Analytics Executive

Firstsource solutions Limited
01.2024 - Current

Senior Executive

Firstsource Solutions Limited
01.2021 - 12.2023

Travel Consultant

Mahindra Integrated Business Solutions
09.2019 - 01.2021

MBA - Bussiness Analytics

DY Patil University

Master of Commerce - Bussiness Management

Smt MMK College

Bachelor of Commerce -

Smt. MMK College Bandra

HSC -

Smt. MMK College Bandra

SSC -

Mount Mary Convent

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