Najnin Shaikh
Quality Auditor
Noida
Summary
Profile and Strengths Dynamic and results oriented, background in Computer Engineering, with an experience in Customer Service for 6+ Years, seeking a position in the staffing industry. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
7
7
years of professional experience
7
7
years of post-secondary education
6
6
Languages
Work History
Quality and Standards Auditor (Sr. Sales Operations Specialist)
SA Technologies Inc, Dell Technologies
Gurgaon
2020.11 - 2022.11
- Handled inbound calls in the Modification Team for initial 3 months wherein we modified the orders of customers as per their requirement if it’s in scope
- Was promoted to the Audit team wherein my major work included in auditing the chats of agents. Depending on the feedback given by the internal auditors the incentives of the chat agents in turn was calculated
- Responsible for giving monthly feedback to the agents whose chat was monitored by myself, along with the agents’ reporting managers.
- I am responsible for training all the new hires about the auditing process and procedures.
- First Point of Contact (POC) for the entire team for any IT related issues, meeting updates etc
- Audit based on defined framework and procedures to monitor and report transactional quality performance across all line of businesses
- Timely tracking and reporting of performance metrics as per defined framework
- Establish methods/processes proactively to improve overall Customer experience through improving the quality framework.
- Highlight key areas of improvement at people/processes/product level.
- Organize and participate in training/Ops activities related to dip checks, briefings, refreshers.
- Ensuring process adherence & compliance through defined audit framework.
- Loop-in feedback from Sales Business Leaders and Operations team to respective stakeholders to build long-term, scalable processes.
- Resolving call recording issues.
- Handled 40 calls per day to address customer inquiries and concerns.
- Actively listened to customers' requests, confirming full understanding before addressing concerns.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Identified issues, analyzed information and provided solutions to problems.
Account Manager
Arche Softronix Pvt. Ltd
Vadodara
2019.05 - 2019.10
- Develop new business with existing clients and/or identify areas of improvement to exceed expectations and commitments.
- Coordinates and Communicate with the clients regarding their recruitment needs.
- Ensure the timely and successful delivery of our solutions according to client needs and objectives.
- Operating as the lead point of contact for recruitment and selection queries to clients.
- Building and maintaining strong, long-lasting client relationships.
- Communicate clearly the progress of monthly/quarterly initiatives to internal team.
- Prepare all necessary reports on daily basis.
- Assist with high severity requests or issue escalations as needed.
- Delivered engaging and polished presentations to build connections with potential customers and distinguish business from competitors.
- Secured high-value accounts through consultative selling, effective customer solutions and promoting compelling business opportunities.
- Capitalized on emerging trends to reap benefits during growth stages.
- Built and strengthened long-lasting client relationships based on accurate price quotes and customer-centric terms.
Sales Account Executive
ALOIS Staffing
Vadodara
2018.06 - 2019.04
- Operating as the lead point of contact for recruitment and selection queries to clients, being responsible to keep the company’s client relationships at a high standard in order to be the vendor of choice for them
- Building and maintaining strong, long-lasting client relationships
- Grow existing accounts by coordinating and communicating with the clients regarding their recruitment needs
- Ensure timely delivery of our solutions according to the client needs and objectives
- Develop new business with existing clients and/or identify areas of improvements to exceed expectations and commitments
- Exploring markets to search of prospective client companies with staffing service needs
- Meet sales metrics
- Prepare all necessary reports on a daily basis, and communicate clearly the progress of monthly/quarterly initiatives to internal team
- Assist with high severity requests or issue escalations as needed.
Sr. Executive
IEnergizer
2016.09 - 2018.01
- Customer service – Operations (MakeMyTrip Process, Back-end email support for a travel process
- Assigning cases to different team members
- Tracking productivity of team member and reporting it to the Asst
- Manager of the process
- Gauging resolution accuracy by doing sample audits of the resolved cases
- Worked on tools like travel CRM, ticketing tools – Navision and Amadeus
- Providing solutions to customer escalations on email platform via taking their issues up internally and getting the grievances addressed.
Customer Support Officer
Aegis Ltd
2014.10 - 2016.01
- Handling customer complaints/queries related to Prepaid/ Postpaid/ Data GSM connection
- Analyzing customer complaints and providing solutions to it, if not possible to provide the solution on real time basis, escalating the same to the concerned department for resolution
- Maintaining professional telephonic behavior and keeping in mind the quality of service while taking calls
- Keeping track of own KRAs, such as CSAT, AHT, CQ and FTR
- Helping peers/ new comers during nesting phase as a buddy to them.
Customer Activation Officer
Uninor
Vadodara
2012.12 - 2013.09
Customer Support Officer
MPHASIS an HP Company
Vadodara
2012.04 - 2012.09
Education
B. Tech - Computer Engineering
Karnataka Open University
2011.01 - 2014.01
Diploma - Computer Engineering
Jamia Polytechnic (MH
2008.01 - 2011.01
GED -
Shreyas Vidyalaya
Vadodara, Gujarat 2007.01 - 2008.06
Skills
Core competencies includeundefined
Timeline
Quality and Standards Auditor (Sr. Sales Operations Specialist)
SA Technologies Inc, Dell Technologies
2020.11 - 2022.11
Account Manager
Arche Softronix Pvt. Ltd
2019.05 - 2019.10
Sales Account Executive
ALOIS Staffing
2018.06 - 2019.04
Sr. Executive
IEnergizer
2016.09 - 2018.01
Customer Support Officer
Aegis Ltd
2014.10 - 2016.01
Customer Activation Officer
Uninor
2012.12 - 2013.09
Customer Support Officer
MPHASIS an HP Company
2012.04 - 2012.09
B. Tech - Computer Engineering
Karnataka Open University
2011.01 - 2014.01
Diploma - Computer Engineering
Jamia Polytechnic (MH
2008.01 - 2011.01
GED -
Shreyas Vidyalaya
2007.01 - 2008.06
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