SARA FATIMA SHAGUFTA
Toronto,Canada
Summary
PERSONAL SUMMARY: Dedicated professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. 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
Work History
Content Moderator/Customer Service Manager
Majorel
02.2022 - Current
- Managed content distribution to online channels and social media platforms.
- Used content management system to analyze user engagement and website traffic metrics.
- Maintained content marketing calendar to schedule creation and delivery deadlines.
- Led team of 25 copywriters and content writers to oversee results of job performance.
- Collaborated with marketing and design teams to develop and plan site content, layout and style.
- Utilized analytics and site metrics to determine areas of improvement.
- Streamlined functions by developing and implementing processes and task management ticket systems.
- Directed content of website by gathering information and integrating data from other departments.
- Conducted editorial meetings with staff members to collaborate and review proposed publication suggestions.
- Proofread, edited, and evaluated final copy to verify content aligned with established guidelines.
- Worked with graphic artists, post-production team members and other specialists to produce captivating and successful content.
- Delegated and tracked each staff member's assignments and deadlines.
Technical Support Specialist
Sykes Pvt Ltd
02.2022 - 05.2022
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Submitted service tickets for equipment maintenance requests.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Documented transactions and support interactions in system for future reference and addition to knowledge base.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
- Recorded and maintained relevant notes for each client and work order.
- Created support documentation that enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.
- Configured hardware, devices and software to set up work stations for employees.
- Monitored systems in operation and input commands to troubleshoot areas.
- Patched software and installed new versions to eliminate security problems and protect data.
- Activated accounts for clients interested in new services.
- Resolved system, hardware and telephone issues within few hours, improving efficiency among departments.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Developed and tested new product offerings prior to release to assist development team in bug identification.
- Removed malware, ransomware and other threats from laptops and desktop systems.
- Tracked computer equipment, peripherals and network servers via master documentation in Excel.
Senior Customer Care Manager
ACCENTURE SOLUTIONS PVT LTD
Hyderabad
07.2019 - 01.2022
- Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes, and followed up to achieve resolution.
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction and employee productivity.
- Performed duties and provided service in accordance with established operating procedures and company policies.
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
- Resolved customer service issues using company processes and policies and provided updates to customers
- Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
- Created customer support strategy to increase customer retention.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Developed documentation and logs of implemented solutions and generated and submitted reports.
- Facilitated penetration of key accounts via strategic planning initiatives.
- Managed successful negotiation of long-term contract renewals with franchise owners and sales affiliates.
- Delivered expert support and counsel to independent promotional product distributors focused on boosting sales and gross profits.
- Gained customer acceptance by demonstrating cost reductions and operations improvements.
- Recommended and developed CMC teams to support individual pursuits.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Developed dynamic ownership skills by resolving challenging situations and asking in-depth questions of customers
- Stepped up to assist customer service manager with complaints and issues during times of department short staffing
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions
- Greeted customers and listened closely to problems described to determine solutions
- Took cash and credit card payments via phone and through email
- Investigated and resolved customer inquiries and complaints quickly
- Recommended products to customers, thoroughly explaining details
- Exhibited high energy and professionalism when dealing with clients and staff
- Delivered prompt service to prioritize customer needs
- Met customer call guidelines for service levels, handle time and productivity
- Educated customers about billing, payment processing and support policies and procedures
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Coding Supervisor
Byjus Future School
06.2020 - 12.2021
- Graded quizzes, tests, homework and projects to provide students with timely academic progress information and feedback
- Evaluated and supervised student activities and performance levels to provide reports on academic progress
- Applied innovative teaching methods to encourage student learning objectives
- Built strong rapport with students through class discussions and academic advisement
- Created materials and exercises to illustrate application of course concepts
- Conducted engaging in-class discussions to facilitate learning and encourage participation
- Taught diverse student population by employing various learning styles and abilities
- Created excitement and enthusiasm in classroom by delivering engaging subject matter
- Assisted and identified at-risk students to eliminate student barriers to learning
- Created lesson plans for courses, modifying throughout year to meet time constraints and specific interests of class
- Created syllabus and instructional plans for each class session in accord with stated course objectives
- Created positive and safe learning environment for students by setting and enforcing classroom code of conduct
- Reviewed program materials and coordinated updates to keep department materials relevant and accurate
- Contributed to planning appropriate and engaging lessons for both classroom and distance learning applications
- Impartially evaluated papers, projects and homework assignments of students, delegating grading to teaching assistants when appropriate
- Participated in various campus memberships at each assigned school to promote academics and faculty development.
Coding Specialist
Codingal
Hyderabad
06.2020 - 12.2020
- Administered feedback to students using positive reinforcement techniques to encourage and build confidence
- Participated in training classes to improve tutoring practices and learn new tutoring techniques
- Implemented listening and questioning strategies to diagnose student needs and monitor progress
- Developed student-specific tutoring plans in concert with teachers, parents, and administrators
- Responded to afterhours email and telephone requests to provide students assistance with specific questions
- Worked flexible hours; night, weekend, and holiday shifts
- Carried out day-day-day duties accurately and efficiently
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity
- Evaluated student progress in block based complex coding methods and developed plan of action for achievement
- Participated in professional development activities to improve tutorial skills and grow cultural competence and reflection skills.
Customer Service Associate
Amazon Development Center
Hyderabad
10.2018 - 06.2019
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Informed customers about special promotions and provided detailed information for various products
- Developed and actualized customer service initiatives to decrease wait times
- Executes excellent sales floor merchandising and selling
- Improved customer satisfaction ratings by addressing issues and fostering timely resolution
- Collected customer feedback and made process changes to exceed customer satisfaction goals
- Developed community reputation through commitment to customer satisfaction and strong client relationships
- Improved operational efficiencies while managing customers requests, store inventory, transactions, new purchase orders and pricing needs
- Offered basic technical support for clients on wide range of company products
- Maintained accurate and current customer account data with manual forms processing and digital information updates
- Answered customer telephone calls promptly to avoid on-hold wait times
- Offered advice and assistance to customers, paying attention to special needs or wants
- Responded to customer requests for products, services and company information
- Recommended products to customers, thoroughly explaining details
- Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes
- Provided information regarding charge accounts and loyalty programs
- Provided primary customer support to internal and external customers.
Associate Analyst
GlobalLogic pvt ltd
Hyderabad
01.2018 - 09.2018
- Communicated findings and insights to senior management to establish best practices and guide analysis into action and results
- Identified operational efficiency opportunities to support long-term growth plans
- Analyzed data sets using various software's and other quantitative and statistical modeling technologies and tools to effectively meet company analysis and reporting requirements
- Applied data-driven models to achieve tangible impact on business and marketing operations
- Designed, built and analyzed data and data infrastructure to support business initiatives
- Validated results and performed quality assurance to assess accuracy of data
- Applied knowledge of data modeling and statistical analysis to note trends and draw conclusions
- Performed system analysis, documentation, testing, implementation and user support for platform transitions
- Analyzed program data to provide input for key decision making and strategic planning
- Boosted information sharing by enhancing interfaces between computer systems.
Education
B.E - Electronics and Communication Engineering
DECCAN
COLLEGE OF
ENGINEERING
AND
TECHNOLOGY
(OSMANIA
2019
MBA - HUMAN RESOURCE
PRAGATI
MAHAVIDYALAYA
PG COLLEGE
2017
Skills
- Exceptional organizational and problem-solving skills
- Problem-Solving Techniques
- Computer Science Curriculum
- Social Media Content Writing
- Customer Needs Assessments
- Communications Strategies
- Continuous Improvement Process
- Microsoft Excel
- Informative Lectures
- Detailed Instruction
- Interactive Learning
- Coding Understanding
- Troubleshooting and Assistance
Timeline
Content Moderator/Customer Service Manager
Majorel
02.2022 - Current
Technical Support Specialist
Sykes Pvt Ltd
02.2022 - 05.2022
Coding Supervisor
Byjus Future School
06.2020 - 12.2021
Coding Specialist
Codingal
06.2020 - 12.2020
Senior Customer Care Manager
ACCENTURE SOLUTIONS PVT LTD
07.2019 - 01.2022
Customer Service Associate
Amazon Development Center
10.2018 - 06.2019
Associate Analyst
GlobalLogic pvt ltd
01.2018 - 09.2018
B.E - Electronics and Communication Engineering
DECCAN
COLLEGE OF
ENGINEERING
AND
TECHNOLOGY
(OSMANIA
MBA - HUMAN RESOURCE
PRAGATI
MAHAVIDYALAYA
PG COLLEGE
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