Afroze Jahan

To serve in a challenging and responsible position in the corporate environment and to help build better working conditions, train and build morale and overall better business practices as a result. Keen interest in banking compliance monitoring, complaints handling in Mortgage, Financial Account administration, Credit, Arrears Management, Insurance and Finance sector.

Data Processor - Easiprocess Pvt. Ltd. - Bangalore

(2005-03 - 2006-03)

Process: managing non-voice back end operations of financial account administration Services in (Investment and Retail Banking).

Data analyst - Easiprocess Pvt. Ltd. - Bangalore

(2006-04 - 2007-01)

BPI Process Developer - Easiprocess Pvt. Ltd. - Bangalore

(2007-02 - 2008-09)

BPI Mentor - Easiprocess Pvt. Ltd. - Bangalore

(2008-10 - 2009-03)

Mentor Operations - Easiprocess Pvt. Ltd. - Bangalore

(2009-04 - 2010-03)

Team Leader Operations - Easiprocess Pvt. Ltd. - Bangalore

(2010-04 - 2012-12)

Managing the non-voice operation team for Savings & Investment Quality

• Team Size -20 members for non-voice (10 Data Processors, 2 SME’s & 8 Senior Data Analyst)
• Monitoring of production targets, SLA’s and Quality targets by the Team.
• Giving coaching & providing regular feedback to the members who are not able to achieve desired quality scores.
• Handling customer escalations and providing solutions.
• Imparting Re-fresher trainings.
• Recruitment and training ( Initial Screening process & Process Training).

Team Leader Quality - Easiprocess Pvt. Ltd. - Bangalore

(2013-01 - 2013-05)

Sr CSR - Aegis International

(2016-02 - 2016-10)

Worked as Sr CSR for Etisalat UAE process:

• Handling inbound calls received from customer’s and giving them resolution
• Transferring escalation calls to supervisor.
• Ensuring AHT is at par and calls are handled effectively.
• Promoting any new offers applicable
• Ensuring to achieve 100% quality on all calls by giving right resolution to customers.

L2 - Freshtohome

(2019-03)

• Coordinating with delivery hubs and ensuring the smooth delivery of orders.
• Assisting the hub in charge in case of any issues with the order
• Handling escalations calls and giving resolution to customer’s.
• Ensuring to check whether the log in members aligned are signed in to work for that particular shift.
• Assigning tickets to the L1 members so that the agents are fully occupied with work.
• Ensuring the day to day work is completed
• Handling all the messages on whatsapp from hub and cluster leads and responding to them immediately.
• Handling Call audit and case audit and sharing the audit scores to agents via email.

Diploma - Commercial Practice (10+3) - Ghousia Polytechnic, Board of Technical Education, Karnataka University, Karnataka