Zahida Khatun
Mira Road
Summary
Ethical professional with rapid career growth, progressing from Subject Matter Expert to Coach Growth Point through L&OD program. Increased customer satisfaction and loyalty by addressing diverse concerns with a solution-focused mindset and meticulous attention to detail. Managed a team of over 15 employees while excelling in research, documentation, and problem-solving.
Overview
2
2
Languages
19
19
years of professional experience
Work History
Team Leader - Customer Service
Foundever CRM India Pvt Ltd
2025.11 - Current
- Improved team productivity through implementation of efficient work processes and regular performance metric reviews.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Enhanced communication strategies, ensuring clear and timely information exchange within the team and with clients.
- Increased team productivity by implementing effective task delegation and conducting regular performance evaluations.
Subject Matter Expert
Foundever CRM India Pvt Ltd
2017.04 - 2025.11
- Managed the performance of an entire queue and ensured no TAT deviations while addressing emails to increase efficiency of the process.
- Evaluated staff performance and provided coaching to address inefficiencies
- Managed the performance of an entire queue and ensured no TAT deviations while addressing emails to increase efficiency of the process.
- Enhanced newbie performance through personalized guidance and timely feedback.
- Reported hourly to senior management team on process performance and SLAs.
- Delegated tasks to team members to streamline workflow in managing the Premium Queue of high-value customers.
- Ensured consistent delivery of high-quality results throughout projects. high-quality results across all metrics. above average performer with High quality deliverance across metrics.
Administrative Manager
Exen Training Academy, Siliguri
2013.04 - 2016.06
- Supervised staff and delegated tasks to enhance administrative operations and team collaboration.
- Updated and generated reports for company database while managing accounts to ensure data accuracy.
- Supervised staff and delegated tasks to maintain positive, productive administrative operations.
- Managed accounts to maintain up-to-date financial records and generated necessary reports.
Academic Counselor
Veta, Siliguri
2012.06 - 2013.05
- Facilitated development of academic plans and set achievable goals to promote students' educational progress.
- Improved student success through personalized academic guidance and support tailored to individual needs.
- Provided supportive counseling to address academic and personal concerns, fostering a positive student experience.
Team Leader
Hinduja Global Solutions
2007.07 - 2009.12
- Set performance expectations for the team, monitored progress towards goals, and provided constructive feedback.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Mentored junior staff, fostering leadership potential and supporting career advancement through guidance and skill development.
Education
Bachelor of Arts - English Literature
Burdwan University
BurdwanSkills
Customer relationship management
CRM Software
Performance management
- Process Improvement
- Team Leadership
- Stakeholder management
- Coaching Techniques
- Data Analysis
- Quality Analysis
- Root Cause Analysis
- Time Management
Critical thinking
- SLA monitoring
- Customer escalation handling
- Customer service
- Team supervision
- Process improvement
- Performance coaching
Languages
English
First Language
Hindi
Intermediate
B1
Timeline
Team Leader - Customer Service
Foundever CRM India Pvt Ltd
2025.11 - Current
Subject Matter Expert
Foundever CRM India Pvt Ltd
2017.04 - 2025.11
Administrative Manager
Exen Training Academy, Siliguri
2013.04 - 2016.06
Academic Counselor
Veta, Siliguri
2012.06 - 2013.05
Team Leader
Hinduja Global Solutions
2007.07 - 2009.12
Bachelor of Arts - English Literature
Burdwan University