Summary
Overview
Work History
Education
Skills
Languages
Certification
Accomplishments
Affiliations
Timeline
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Umer Azad  Khan

Umer Azad Khan

Srinagar, Jammu and kashmir

Summary

Dynamic Results-driven Senior Operations Associate known for unparalleled productivity and efficiency in task completion. Specialize in process optimization, customer service, multitasking, coordination to drive operational success. Excel in communication, problem-solving, and adaptability, leveraging these soft skills to navigate complex operational challenges effectively.

Overview

9
9
years of professional experience
5
5
years of post-secondary education
1
1
Certification

Work History

Senior Operations Associate

WNS
Gurgaon
10.2023 - 01.2025
  • Handle inbound and outbound calls related to airline and travel customer queries via chat support and voice.
  • Maintained a comprehensive database of all customer orders, ensuring accurate records were kept at all times.
  • Assist customers with booking, ticketing, and travel arrangements using software and Global Distribution Systems (GDS).
  • Resolve issues such as changes, cancellations, refunds, baggage problems, and visa or travel document verification.
  • Maintain comprehensive database of all customer queries, ensuring accurate records were kept at all times.

Senior Operations Representative

Concentrix
Gurgaon
02.2018 - 09.2022
  • Oversee moderation of user-generated content, including videos, comments, and live chat messages, to remove harmful, inappropriate, or policy-violating material.
  • Maintain documentation and logs of moderation activities for accountability and policy refinement.
  • Act as a vigilant gatekeeper ensuring all content adheres to YouTube’s guidelines and safety policies, protecting users and supporting the platform's brand reputation.

  • Managed daily operational tasks to ensure smooth workflow and efficiency.

Finance Executive

Rooman technology pvt ltd
Bangalore
05.2016 - 05.2017
  • Analyzed financial data to support business decision-making processes.
  • Managed budgeting and forecasting activities for project expenditures.
  • Developed financial reports to communicate insights to stakeholders.

Education

MBA - Finance, Hr

Indo Global Colleges of Engineering.
Chandigarh , India
04.2013 - 04.2015

Bachelor of Arts - Arts Education

Govt Degree College Boys Anantnag
Anantnag, Jammu and kashmir
01.2009 - 12.2011

Skills

  • Customer service
  • Empathy
  • Issue resolution
  • Problem solving
  • Active listening
  • Pateienc

Languages

Kashmiri
First Language
English
Proficient (C2)
C2
Hindi
Proficient (C2)
C2
Urdu
Proficient (C2)
C2

Certification

  • Certification in Delta operations in customer Service associate achievement and outstanding performance in exceeding all KPI goals during OJT for Delta.
  • Certificate participation in national conference on integrated Marketing Strategies, Trends, Opportunities and Challenges.
  • Certification in advanced Excel.
  • Certification from Rashtriya Saksharta Abhiyan in IT education a national computer literacy program.

Accomplishments

  • Achievement in appreciation of my amazing performance in resolving customer queries with all KPI metrics.
  • Achievement in delivering speech in a college National conference and received award and recognition
  • Achievement in recieving award for meeting quality parameters.

Affiliations

  • I"m Compassionate, kind, and cooperative in nature, emphasizing harmony and empathy in relationships.
  • My hobbies are surfing on internet,Book Reading, listening to music & travel explorer.

Timeline

Senior Operations Associate

WNS
10.2023 - 01.2025

Senior Operations Representative

Concentrix
02.2018 - 09.2022

Finance Executive

Rooman technology pvt ltd
05.2016 - 05.2017

MBA - Finance, Hr

Indo Global Colleges of Engineering.
04.2013 - 04.2015

Bachelor of Arts - Arts Education

Govt Degree College Boys Anantnag
01.2009 - 12.2011
Umer Azad Khan