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NAGMA PARWEEN

Contact:09313199099 ~ E-Mail:nagma.parween@gmail.com

Seeking for assignments in the domain of Customer Servicing / Back-end Operations preferably in Telecom andBanking industry

PROFILE SUMMARY

Offering nearly 6 years of experience in the areas of Back office & Customer Operations

Skilled in providing value added customer service regarding various available services

Demonstrated excellence in monitoring delivery of high quality customer satisfaction

Adhering to SLAs and work processes and managing Cost Effective Operations

A thorough professional with a proactive attitude and capability to think in and out-of-the-box

CORE COMPETENCIES

Back Office OperationsCustomer Service

Auditing and QualityBilling and Collection

ORGANIZATIONAL EXPEREINCE

July07-Jan10 with Reliance Communications asCSD Team Member(Orissa and Delhi)

Growth Path

Jul07 - Apr08 Zonal Operations Executive(ZOE)Apr08 - Apr09 Nodal Officer- Escalation (Team Member)

Quality and Audit for Delhi CircleApr09 Jan10 Responsible to support the collection Agencies as CRO team member:

Key Result Areas

Looked after the Billing and Collection of 2 Web World Express (Royal Infocomm & V.T.Infotech)

Highest billing in Orissa Circle

Building relationships with Platinum and Gold Customer by providing proactive support related to any

queries faced by them

Conducting health check for dedicated base Coordinating with all the departments (ASC related, billing related, vas related and account related) for

query resolution

Ensuring SLA adherence

Auditing of various cases such as adjustment/waiver posted by Delhi Circle

Improving the CSAT score of the circle by working closely with all the head of the CSD

Providing trainings to the Executives/Agents (Okhla CC Team) on the quality parameter

Highlights

Successful in collecting 97% of the 2 CIOU from Aug07 to Sep07

Retained customers for 2 WWE and 2 Web world (Fortune Tower and Shahid Nagar Web World)

Attained LMS certification average scores for 4 channel partners with 95%

Ensured API of 100% CAF fulfilment

Responsible for Quality Close lopping of Adjustment and waiver Passed.

Audit the cases of Adjustment/waiver posted by Delhi Circle

Responsible for Training the Executives/Agents (Okhla CC Team) on the quality parameter.

Building relationship with HNI Customer by Providing Proactive Support Related to issues if any.

PREVIOUS WORK EXPERIENCE

Aug06-Jul07 with HDFC Bank (Personal Loan), Bhubaneswar(Orissa) Main Branch as Sales Coordinator / Tele-caller

Jun04-Jul06 with Krishna Enterprises (Web World Express) in Balasore(Orissa) as Customer Care Executive.

ACADEMIC DETAILS

2002 Post Graduation in History from Utkal University,Bhubaneswar,Orissa.

2005 DCA (Diploma in Computer Application from NICA Computer Institution, Balasore2000 B.A. (History Hons.) from Fakirmohan University, Balasore, Orissa.

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IT SKILLS

Operating System: DOS Language: Basic C, Oracle Well versed with MS Office and InternetPERSONAL DETAILS

Date of Birth 19th June, 1980Address Plot No.-95/4, Savitri Nagar, Malviya Nagar, New Delhi, 110017

Languages Known English, Hindi,Oriya and UrduPreferred Location South Delhi