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