SAHARUN KHATUN
Mangaldai
Summary
Dynamic leader with expertise in customer experience, escalation handling and order management with over 6 years of experience. Proven track record in managing teams and achieving a 98% satisfaction rate while ensuring high-quality service delivery. Results-driven professional with a strong background in quality assurance and escalation management. Successfully resolved high-level corporate issues for major clients, enhancing customer relationships and operational efficiency.
Overview
7
7
years of professional experience
Work History
Order Management
Medibuddy
Bengaluru
2022.01 - Current
- Leadership: Managed a 10+ members in Validation team, engaging with key clients (TCS, Wipro, Intel, Accenture) Vendor Management Team (1mg, Sudhakar Pharma, Raghu medicals) along with Procurement. and achieving a 98% satisfaction rate.
- Escalation Handling: Handled high-level corporate escalations from executives at SBI, TCS,Intel, and Walmart, ensuring swift and effective resolution.
- Quality Assurance: Maintained service quality standards and coordinated with partners to ensure timely delivery.
- Training & Audits: Conducted regular training sessions and quality audits to elevate team performance and service excellence.
- Customer Experience: Implemented structured feedback loops into health-tech platform providing medicines.
Senior Executive Assistant
Cogent and Startek (formerly Cogent)
Bengaluru
2020.09 - 2021.11
- A global provider of customer experience management services for Flipkart processes.
- Worked with customer service manager to ensure proper customer service is being delivered.
- Resolved escalated customer issues through calls, emails, and social media, fostering strong relationships throughout the process.
Executive L-2
NoBroker Technologies Solution Pvt Ltd
Bengaluru
2019.03 - 2020.07
- A real estate technology company focused on removing broker fees
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Suggested solutions and educated the customers on all the products which is beneficial and explained pros and cons of the services provided by the organization.
- Worked with cross-functional teams to achieve goals.
Education
Bachelor of Arts -
Mangaldai College
Mangaldai2018-05
Higher Secondary -
Brilliant Academy
Mangaldai2015-05
Secondary School -
Santipur Girls High School
Mangaldai2013-05
Skills
- Customer experience
- Quality assurance
- Escalation handling
- Vendor management
- Process optimization
- Customer relationship management
- Teamwork & Leadership
- MS office suite (Excel, Power point)
- Time Management & Operations Management
- Problem solving
- Effective communication
- Attention to detail
- Adaptation to change
Languages
English
Proficient (C2)
C2
Hindi
Native
Native
Assamese
Proficient (C2)
C2
Accomplishments
Top Performer of the Month, NoBroker Technologies Solution Pvt Ltd
Timeline
Order Management
Medibuddy
2022.01 - Current
Senior Executive Assistant
Cogent and Startek (formerly Cogent)
2020.09 - 2021.11
Executive L-2
NoBroker Technologies Solution Pvt Ltd
2019.03 - 2020.07
Bachelor of Arts -
Mangaldai College
Higher Secondary -
Brilliant Academy
Secondary School -
Santipur Girls High School