Summary
Overview
Work History
Education
Skills
Timeline
Generic

Afroz Akram Basha

Bengaluru

Summary

"Highly motivated customer service representative with up selling skills per company sop's. Skilled in conflict resolution and problem solving, resulting in customer and client satisfaction rate and result oriented."

Overview

8
8
years of professional experience

Work History

Process Analyst

Hireight
06.2023 - 09.2025
  • - calling and sending email to source for verification and submitting the request to client.
  • - working on critical and hot clients of HireRight for education and employment.
  • Achievements:
  • - spotlight award and sense of ownership

Process Analyst

First Advantage
07.2021 - 05.2023
  • - Quality control check and sending per case report to client
  • - call calibration related to errors and doubts
  • - cross training the team with different process
  • - sending final report to associate and tl
  • - sending quality report to the team
  • - calling and sending email to source for verification
  • Achievements:
  • - certified six sigma yellow belt at first advantage
  • - Rising star award
  • - Result focused award
  • - spot award
  • - collaboration award

Process Associate / Customer Service

Igt Solutions
11.2020 - 05.2021
  • - Handling customer quires
  • - Booking tickets
  • - Tracking changes in the booking

F&B Service Trainee Captain

The suryaa New Delhi
08.2019 - 03.2020
  • - Perform the shift opening & closing on the point of sales terminal and tally cash and card settlements.
  • - Ensuring that hotel brand standards and sop's are consistently implemented.
  • - Take an active role in coaching and developing staff.
  • - Conduct daily inventory check on all operating equipment and supplies.
  • - Checking with the guest to endure satisfaction with food, beverage and service.
  • - Communicate with kitchen regarding food, menu and any extras

F&B Service Butler

ITC Garenia
03.2018 - 04.2019
  • - Providing personalized service to the guest
  • - Attend day to day vvip guest
  • - Deliver food and other amenities to the guest room
  • - Attend IRD calls to handle order request
  • Achievement:
  • - Associate of the QTR ( F&B Service )

AT&T Process / Associate 1 Customer Service

Convergys
04.2017 - 09.2017
  • - Managing large amount of inbound and outbound calls in timely manner
  • - Identifying customer needs, clarify information, research every issue and provide solutions
  • - Seize opportunities to upsell products when they arise.

Education

Bachelor - Tourism

IGNOU, Open University
Bengaluru, Karnataka
09.2025

Diploma - course in food production and patisserie

IHM, IHM
12.2016

XII - Arts

Daisy Dales Sr.sec.school, Daisy Dales Sr.sec.school
12.2011

Skills

  • Problem-Solving
  • Quality Control
  • Continuous Improvement
  • Performance Measurement
  • Workflow Analysis
  • Business Process Improvement
  • Quick learner
  • Lean six sigma

Timeline

Process Analyst

Hireight
06.2023 - 09.2025

Process Analyst

First Advantage
07.2021 - 05.2023

Process Associate / Customer Service

Igt Solutions
11.2020 - 05.2021

F&B Service Trainee Captain

The suryaa New Delhi
08.2019 - 03.2020

F&B Service Butler

ITC Garenia
03.2018 - 04.2019

AT&T Process / Associate 1 Customer Service

Convergys
04.2017 - 09.2017

Diploma - course in food production and patisserie

IHM, IHM

XII - Arts

Daisy Dales Sr.sec.school, Daisy Dales Sr.sec.school

Bachelor - Tourism

IGNOU, Open University

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Afroz Akram Basha