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Skills & Expertise (14)
Work Experience
Helpdesk Executive
Johnson Controls
Nov 2011 - Mar 2013
Managed a high-volume ticketing system, processing 50+ service requests daily while consistently maintaining high SLA compliance. Analyzed ticketing data to identify bottlenecks, leading to improved resolution times and customer satisfaction. Delivered detailed reporting to finance and operations teams to support resource allocation.
Helpdesk Executive
Maruti Suzuki India Ltd.
May 2010 - Oct 2011
Monitored daily helpdesk operations for 50+ escalations and requests, ensuring accurate service-level reporting and stakeholder visibility. Generated key operational reports for internal stakeholders, highlighting performance metrics and trends to drive process improvements. Developed an interactive Power BI dashboard to analyze sales performance across product categories and time periods. Cleaned and transformed raw sales data before visualization. Designed KPI indicators and charts to track revenue trends, top-selling products, and category performance. Implemented interactive filters and slicers to enable dynamic data exploration. Engineered an Amazon sales dashboard using Power BI and Excel that automated the analysis of 100,000+ sales records monthly, incorporated custom KPI indicators and real-time interactive filters, and accelerated reporting cycles by 40%.
Admin Executive
CBRE
Mar 2013 - Aug 2014
Generated monthly performance reports (MMR) with 90% accuracy for managerial review, ensuring reliable data for decision-making. Maintained SLA compliance (100%) by tracking vendor performance and helpdesk metrics. Administered a budget of ₹100,000, preparing cost sheets and expense reports (pantry, housekeeping, operations) to streamline financial tracking. Managed invoice tracker and reporting dashboards, ensuring accuracy and timely submission to finance. Coordinated data and presentations for client visits and management reviews. Developed interactive dashboards using Tableau to visualize monthly performance data over 24 projects, streamlining analysis and expediting management decision cycles by 30%. Implemented CRM tracking process across 24 projects over 12 months, automating client interaction logs and enabling real-time access to engagement analytics via Salesforce, resulting in a 20% reduction in response time for client queries.
Education
MA English - IGNOU
2016 - 2019 · Afghanistan
Diploma IT (DNIIT) - NIIT
2008 - 2009 · Afghanistan
B.Com (Commerce) - University of Delhi
2006 - 2010 · Afghanistan
Certifications
AI career Accelerator program
Be10X · 2026
DELF B1 - French Ministry of Education
Alliance Francaise De Chandigarh · 2019
DELF A1 - French Ministry of Education
Alliance francaise de Chandigarh · 2017
Diploma in French Language
Punjabi University Patiala · 2017
A2 Level in French
Alliance Française de Delhi · 2017
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Skills (14)
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