RUKHSAR ASLAM
New Delhi
Summary
Goal-oriented Team Manager commended for first-rate leadership, communication and multitasking abilities. Well-versed in implementing team objectives and goals and mediating interpersonal issues. Offering 10 years of hands-on experience overseeing daily operations and guiding team members toward achieving goals.
Overview
11
11
years of professional experience
Work History
Customer Experience Team Manager
Your space
New Delhi
12.2023 - Current
- Developed key performance indicators used to measure success in achieving high levels of customer satisfaction.
- Developed customer service policies and procedures to ensure a consistent and positive experience.
- Conducted regular meetings with staff to discuss progress on projects, provide updates on changes in policy or procedure, and address any issues that need to be addressed.
- Provided guidance, coaching and mentoring to individual team members as needed to help them reach their full potential.
- Managed daily operations of the team including scheduling shifts, assigning tasks, tracking attendance and approving time off requests.
- Recruited qualified candidates through job postings, interviews and referrals; evaluated resumes and applications; extended offers of employment.
- Manage a team of 10 customer service associates.
Operations Specialist AWS
Amazon development centre india
Noida
07.2020 - 12.2023
- Created documentation related to operational procedures such as SOPs.
- Drafted communications regarding changes in policy or procedure updates for distribution throughout the organization.
- Monitored performance metrics and tracked progress against goals to identify opportunities for improvement.
- Performed root cause analysis on identified problems to determine appropriate corrective action.
- Developed and maintained an efficient process for tracking inventory levels, ensuring accuracy of data.
- Analyzed customer feedback to improve operations processes and increase customer satisfaction.
- Evaluated potential risks associated with proposed changes or modifications before implementation.
Customer Service Associate
Amazon development center India
Noida
04.2018 - 06.2020
- Assisted customers with returns, exchanges, refunds, and other transactions as needed.
- Greeted customers and identified their needs.
- Resolved customer inquiries in a timely manner.
- Escalated unresolved customer issues to the appropriate department or manager for resolution.
- Performed additional duties as assigned by management team.
Customer Service Executive
Vodafone digilink ltd
Lucknow
10.2013 - 03.2017
- Communicated effectively with team members to ensure timely response times for customers.
- Provided prompt and courteous service to customers via phone, email, and chat.
- Developed strong relationships with customers by providing knowledgeable advice on products and services.
- Ensured that all customer queries were handled quickly and professionally.
Education
MBA - HR
Swami Vivekananda Subharti University
Allahabad04-2018
Bachelor of Arts - English Language And Literature
Kanpur University
Kanpur04-2016
Intermediate
VTB Inter College
Fatehpur04-2013
High School
VTB Inter College
Fatehpur01-2011
Skills
- Hard dedicating, willingness to work and have a strong commitment towards quality work
- Ability to work independently and with less guidance
- Good communication skills and interpersonal relationship skills
- Good grasping ability & confidence
- Basic knowledge of computer
- Ms excel
- Ms Power point
- Outlook
- Performance Coaching
- Operational Excellence
Accomplishments
- Employee of the year 2015 in Vodafone digilink ltd.
- New hire star award in Amazon.
- Customer delight ambassador in Amazon.
- Department specific trainer for the month of November 2018 to January 2019 in Amazon CS.
- Customer service kaizen event coordinator with manager, group manager and team in 2019.
- Moved to Hyderabad (hyd15 site) for 2 months in February 2020 as an ATA to train and support the new hire associates on the new site launch of Amazon Go.
Languages
Hindi, English & Urdu
Disclaimer
I hereby declare that the information given above are true to the best of my knowledge and belief.
Timeline
Customer Experience Team Manager
Your space
12.2023 - Current
Operations Specialist AWS
Amazon development centre india
07.2020 - 12.2023
Customer Service Associate
Amazon development center India
04.2018 - 06.2020
Customer Service Executive
Vodafone digilink ltd
10.2013 - 03.2017
MBA - HR
Swami Vivekananda Subharti University
Bachelor of Arts - English Language And Literature
Kanpur University
Intermediate
VTB Inter College
High School
VTB Inter College
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