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Skills & Expertise (13)
Work Experience
HR Assistant II
Amazon
Aug 2025 - Jan 2026
Coordinated real-time operations across site teams, senior leadership, and technology partners, managing SIM tickets and HOOP closures through Amazon Connect. Identified and resolved service level irregularities by advising vendor partners on flex capacity adjustments and agent productivity optimization. Delivered hourly intraday reports and end-of-day performance summaries with Root Cause Analysis insights to leadership.
Senior WFM Associate
Tech Mahindra Ltd
May 2023 - Jul 2025
Monitored real-time staffing data and maintained SLAs through hourly and monthly reporting, supervising 5+ WFM associates across 3 lines of business. Provisioned secure access for 60+ team members as IAM Analyst across multiple locations with meticulous confidentiality. Managed VERINT scheduling, daily adherence tracking, and weekly roster updates with meticulous attention to confidential information.
Resolution Specialist
Amazon Development Centre (India)
Apr 2018 - Jan 2022
Managed and trained 2 batches (12 agents each) as Subject Matter Expert, fully accountable for team performance. Achieved over 95% Customer Satisfaction from trained team across U.S. and Canada operations.
Education
M.Sc. Mathematics with Computer Science - University College for Women, Koti
- 2023 · Afghanistan
B.Sc. Mathematics, Electronics & Computer Science - St. Anns Degree College for Women, Hyderabad
- 2015 · Afghanistan
Board of Intermediate Education (AP) - Sri Chaitanya Junior Kalasala, Hyderabad
- 2011 · Afghanistan
CBSE Board - Rishi Public School, Hyderabad
- 2009 · Afghanistan
Certifications
Data Analysis — Advanced Excel, SQL & Tableau
Skillovilla.com · 2022
Six Sigma Green Belt
AIGPE via Udemy · 2022
WordPress Elementor
Udemy · 2022
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Skills (13)
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