Rafia Taj Tabassum
Process Facilitator, Customer Service Executive
Visakhapatnam
Summary
Hardworking Senior Trainer enthusiastic about teaching employees and developing new skillsets. Creates lesson plans and supporting materials, as well as coordinates meeting spaces and administers tests. Over 3+ years of related experience conducting classroom and virtual training sessions.
Overview
9
9
years of professional experience
2
2
years of post-secondary education
4
4
Languages
Work History
Senior Trainer
Concentrix Daksh India Private Limited
Visakhapatnam
08.2015 - 08.2022
- Performed as a Customer Service Executive for a Life Insurance Process (Voice) where about 100 calls a day were handled per advisor.
- Established the Pilot Batch for initiating Chat Department in the same process (Non Voice), the quality of which helped bag the deal from the client increasing the headcount by around 50 new positions.
- As a senior executive, handled Grievance Department for the same Life Insurance Process (Non Voice) over a period of 2.5+ years managing the margin to 0% escalations.
- Got Promoted as a Senior Trainer in another process that undertook Background Verification for the database of reputed clients. Trained new hire on product and process. Delivered several batches with 100% throughput.
Teacher
Sri Vidyalaya School
Visakhapatnam
06.2013 - 05.2015
- Planned and facilitated teaching for higher secondary education where I taught the subjects of Science and English to students from classes 4-10.
Education
High School Diploma -
Dr. V. S. Krishna College of Secondary Education
Visakhapatnam, India 06.2008 - 05.2010
Skills
MS Office, Typing, Training Skills, Translation Skills, Writing Skills
Training material development
Training program development
Public speaking
Lesson Planning
Training and mentoring
Employee Onboarding
Timeline
Senior Trainer
Concentrix Daksh India Private Limited
08.2015 - 08.2022
Teacher
Sri Vidyalaya School
06.2013 - 05.2015
High School Diploma -
Dr. V. S. Krishna College of Secondary Education
06.2008 - 05.2010
Painting, Doing Research about Flora and Fauna of earth and Writing.
I love to paint in freestyle and sketching sometimes. I often do research on various subjects like Wildlife, Environmental Conservation, Herbalism (Flora that can be used as natural healers for common health issues), and Space Science. I also love writing on various day to day topics in addition to the research topics mentioned above. I'm an avid observer of things and find spirituality and philosophy in assessing the world around.
Painting, Doing Research about Flora and Fauna of earth and Writing.
I love to paint in freestyle and sketching sometimes. I often do research on various subjects like Wildlife, Environmental Conservation, Herbalism (Flora that can be used as natural healers for common health issues), and Space Science. I also love writing on various day to day topics in addition to the research topics mentioned above. I'm an avid observer of things and find spirituality and philosophy in assessing the world around.