FIRDOS KHAN
Mumbai
Summary
Dynamic Trust and Safety Associate at Accenture with expertise in customer support and CRM. Proven track record in enhancing project efficiency through advanced Excel reporting and effective stakeholder communication. Successfully resolved high volumes of cases while maintaining quality benchmarks, showcasing strong attention to detail and adaptability in fast-paced environments.
Overview
8
8
years of professional experience
Work History
Trust and Safety Associate
Accenture
Mumbai
05.2022 - Current
- Resolved high volumes of customer cases under strict client guidelines and SOPs, consistently meeting SLA and quality benchmarks.
- Collaborated with quality assurance and operations teams to resolve disputed and escalated cases objectively, ensuring fair outcomes.
- Synthesized information from various systems with strong attention to detail, documenting case outcomes to support informed decision-making.
- Adapted to evolving policies and process updates, ensuring consistent decision quality across numerous cases to meet compliance standards.
GIS Data Analyst
HERE Technologies
Mumbai
07.2018 - 05.2021
- Created client-facing geospatial completion reports outlining dataset coverage, accuracy metrics, and delivery outcomes, enhancing client understanding of project results.
- Served as primary liaison between internal teams and external clients for data requirement gathering, feedback collection, and delivery of project completion reports.
- Collaborated with quality assurance teams to conduct process reviews, implement data validation protocols, and document standard operating procedures for spatial data workflows, ensuring data integrity and compliance.
- Acted as primary liaison between internal teams and external clients for data requirement gathering, feedback collection, and delivery of project completion reports.
- Managed task assignments and workflow distribution among team members, monitored progress against delivery milestones, and ensured timely project completion, contributing to project success.
- Led structured onboarding and skills training programs for new analysts, reducing ramp-up time and improving team output quality scores.
Education
B.Com - Commerce
SIWS College, University of
MumbaiH.S.C - Commerce
Aryan Junior College
Mumbai, MaharashtraS.S.C -
Kartika High School
Mumbai, MaharashtraSkills
- Customer support
- Stakeholder communication
- Quality compliance
- Process documentation
- Data validation
- MIS reporting
- KPI dashboards
- Excel reporting
- Project tracking
- Cross-functional coordination
- Team mentoring
- GIS analysis
- SAP ERP
- Tally ERP
- Office proficiency
Additional Information
Cycling, Drawing, Data Visualization
Languages
English
Proficient
C2
Hindi
Proficient
C2
Timeline
Trust and Safety Associate
Accenture
05.2022 - Current
GIS Data Analyst
HERE Technologies
07.2018 - 05.2021
B.Com - Commerce
SIWS College, University of
H.S.C - Commerce
Aryan Junior College
S.S.C -
Kartika High School