Summary
Overview
Work History
Education
Skills
Personal Information
Languages
Disclaimer
Certification
Timeline
Generic

Kehkashan Khan

Pune,MH

Summary

Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Support Analyst

WellSky
01.2020 - Current
  • Participated in regular meetings with stakeholders to review progress on ongoing initiatives and discuss future priorities.
  • Developed comprehensive documentation to facilitate knowledge sharing among team members.
  • Trained new support analysts, contributing to the overall growth and success of the team.
  • Worked/ Working on different Software such as ServiceNow (currently working on SalesForce) to log and move cases to different departments.
  • Learnt and worked on different interfaces on basic level to troubleshoot beginner level issues.
  • Improved customer satisfaction by promptly addressing and resolving support issues.
  • Contributed to on-site and technical support for third-party software titles such as ServiceNow and SalesForce through Okta
  • Answered customer support inquiries via specialized ticket tracking platforms.

Process Trainer

WNS Global Services
09.2015 - 01.2019
  • Worked under various departments as a Sr.Agent
  • (Schedule change, Ticketing (Both Amadeus and Sabre), Quality Team, Handling GDS Queues, One to One Client Interaction and Interacting with the Airline Staff ) KRA’s a Process Trainer: Conducting Process Training’s for NHT (New hired Trainees) Handling OJT batches till the Batch completes the Glide path and handing them over to the Operations team Monitoring BQ Agents and working over their improvement areas to improve their performance
  • Successfully completed 2 KAIZEN PROJECTS (Agent Error Reduction Program WAVE I and II) with a deliverable of agent error reducing from 83% to 52% in WAVE I and from 63% to 55% in WAVE II Conducting PKT’s, introducing Agent Knowledge Documents and publishing reports every month
  • Conducting refreshers on the most critical topics included in the PKT’s and other client updates
  • Successfully Completed WNS Certified Trainer course Successfully completed IATA CERTIFCATION (Foundation Course) in the Month of March ‘ 2018 Delivering 8hrs of Production every week of all the LOB’s (Taking calls, Handling Queues and Issuing Tickets)

Education

Graduation - Bachelors of Commerce

SavitriBai Phule Pune University
Pune, India
05.2001 -

Skills

    Windows 2013/XP/Vista

    Microsoft Outlook, Internet and Email

    Word, Excel and PowerPoint

    Support Services

    Training and coaching

    Vivacious Attitude towards Work And Collogues

    Ability to work in multi-cultural and multi-functional teams

    Excellent Spoken skills

    Patient and very flexible in any working condition

    Customer Relationship Management

Personal Information

  • Date of Birth: 04/13/1995
  • Gender: Female
  • Nationality: Indian

Languages

English
Hindi
Urdu

Disclaimer

I hereby declare that all the information mentioned above is true as per my knowledge

Certification

IATA Certified

Timeline

Support Analyst

WellSky
01.2020 - Current

Process Trainer

WNS Global Services
09.2015 - 01.2019

Graduation - Bachelors of Commerce

SavitriBai Phule Pune University
05.2001 -

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Kehkashan Khan