Sana Khan
Summary
Highly efficient Senior Associate well established in fast-paced and challenging environments. Eager to learn with aptitude for applying new knowledge with skill and efficiency. Successful meeting goals through effective team coordination and proactive customer service. Identify any soft skills training needs among staff and communicate them to the AM - Quality for implementation. This could include training on communication, customer service, problem-solving, and other interpersonal skills.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Senior Associate
WNS Global Services
11.2021 - Current
- Trained and supported new team members, maintaining culture of collaboration.
- Develop and implement quality control strategies to improve product quality and reduce defects.
- Conduct regular audits to ensure compliance with quality standards and regulations.
- Improved customer satisfaction by quickly and effectively addressing inquiries and complaints.
- Served as liaison, facilitating communication between management and associates.
- Approached each problem with fresh mind and analytical strategies to quickly resolve concerns.
- Assigned tasks to lower-level personnel based on qualifications and skills set.
- Worked varied hours to meet seasonal and business needs. Collaborate with cross-functional teams to develop and execute corrective action plans.
- Train and educate employees on quality control processes and procedures.
- Monitor and evaluate supplier performance to ensure adherence to quality requirements.
- Act as a liaison with customers to address quality concerns and ensure customer satisfaction.
- Participate in internal and external quality audits and assist in the development of audit reports. Conduct daily quality checks and identify any errors or non-compliance issues within the process.
- Conduct root cause analysis (RCA) for each error identified to understand the underlying reasons and prevent future occurrences.
- Identify areas for improvement in the performance of team members and communicate them to the Assistant Manager (AM) - Quality.
- Implement corrective actions as necessary to address these areas of improvement and enhance team performance in meeting SLA's.
Customer Care Executive
Concentrix
10.2020 - 11.2021
- Communicated with customers to identify needs and expectations.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Provided excellent customer service by efficiently resolving issues and responding to inquiries.
- Took ownership of customers issues to follow problems through to resolution.
- Kept accurate records of all customer interactions and transactions.
- Coordinated timely responses to online customer communication and researched complex issues.
- Developed and implemented customer care policies, procedures and regulations necessary to satisfy customer base.
Education
Bachelor of Computer Applications - Ecommerce
MUCC
Pimpri-Chinchwad, India10.2023
High School - Ecommerce
SNBP
Pimpri-Chinchwad, India02.2020
SCC -
SNBP
Pimpri-Chinchwad02.2018
Skills
- Performance Monitoring
- Schedule Management
- Team Leadership
- Quality management systems or principles
- Root cause analysis
- Statistical analysis
- Six Sigma methodologies
- Process improvement
- Auditing and compliance
- Cross-functional collaboration
- Customer relationship management
- Problem-solving
- Excellent verbal and written communication
Accomplishments
- Supervised team of 19-20 staff members.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Documented and resolved solvers issue which led improvement.
Certification
- Best Performer with Best NPS Score (May-2022)
- Certified Best Performer in Half hourly Activity (June-22)
- Recognized with Rewards Quarterly with Amazon vouchers. As per performance ( Oct-2023)
- Recognized with Rewards for being Constant and Supporting TQ batches (Feb-2023)
Languages
English
Advanced (C1)
Hindi
Advanced (C1)
Marathi
Advanced (C1)
Korean
Intermediate (B1)
Timeline
Senior Associate
WNS Global Services
11.2021 - Current
Customer Care Executive
Concentrix
10.2020 - 11.2021
Bachelor of Computer Applications - Ecommerce
MUCC
High School - Ecommerce
SNBP
SCC -
SNBP
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