Uzma Naz

Result-oriented and detail-driven IT post-graduate (MCA) with over 3.5 years of professional experience in operations, customer service management, and team coordination. Proven track record in managing service delivery operations, handling customer escalations efficiently, and streamlining workflow processes at an authorized Samsung service center. Adept at managing team outputs, capturing client feedback, and preparing data-driven operational reports to maximize client satisfaction and performance efficiency.

Assistant Service Manager - New Weather Control Refrigeration (Authorized Samsung Service Center)

(2014-07 - 2017-11)

• Supervised end-to-end customer service operations, managing high-volume daily service requests and optimizing delivery timelines.
• Efficiently assigned and distributed service calls to technical field executives based on priority, location, and workload balance.
• Collected and rigorously analyzed customer feedback to track service quality and implement actionable operational improvements.
• Prepared and presented comprehensive daily and weekly performance reports for senior management to ensure alignment with Samsung's service standards.
• Handled critical customer escalations and queries, resolving issues promptly to maintain a high Customer Satisfaction (CSAT) score.

Master of Computer Applications - MCA - IGNOU (2014)

Bachelor of Computer Applications - BCA - IGNOU (2012)

Course on Computer Concepts - CCC - NIELIT (2013)

Certificate in Computing - IGNOU (2008)

Intermediate - Class XII - Arya Mahila Inter College (2008)

High School - Class X - GGIC (2006)