About
PSPO certified professional transitioning into Product Ownership, bringing 2+ years of experience in customer engagement and process optimization. Skilled in understanding user needs, prioritizing value-driven outcomes, and collaborating effectively with cross-functional teams. Currently pursuing an MBA in General Management to strengthen strategic, analytical, and leadership capabilities. A motivated beginner in Product Ownership, eager to apply Agile principles, deliver measurable value, and grow into a confident and impactful Product Owner.
Skills & Expertise
No skills listed yet
Work Experience
Professional Development & Upskilling
Self-Initiated Learning
Oct 2024 - Present
Dedicated time to competitive exam preparation, demonstrating focus, discipline, and self-driven learning. Shifted career direction to the private sector, emphasizing Agile methodologies and Product Ownership. Earned PSPO-1 certification, building practical expertise in value delivery, stakeholder collaboration, and Scrum practices.
Contact Center Associate
Deliver Health Solutions India Private Limited
Apr 2022 - Sep 2024
Assisted customers with internet and mobile line services, resolving 200+ inquiries weekly and maintaining 95%+ satisfaction (CSAT). Handled technical support, activations, and billing issues, ensuring a 20% faster resolution rate through effective communication and coordination. Collaborated with product and operations teams to analyze recurring issues and recommend workflow improvements, reducing repeat contacts by 15%. Resolved escalations with professionalism and empathy, contributing to higher customer retention and loyalty. Mentored new team members on process adherence and communication quality, improving team productivity by 25%.
Chat Support Specialist
Hema's Enterprises Private Limited
Oct 2021 - Feb 2022
Managed brand presence across Instagram, Facebook, WhatsApp, and Google Business, boosting engagement by 35% and improving online visibility. Handled 100+ customer queries monthly through chat and voice channels, maintaining 95% satisfaction (CSAT) through quick, personalized responses. Supported pre-sales and post-sales processes with 98% accuracy, driving repeat purchases and stronger customer loyalty. Simplified the online order and payment process, resulting in a 25% increase in repeat orders and reduced follow-up time. Coordinated with the accounts team for 100% accurate payment reconciliation and timely settlements.
Co-Founder & Loan Consultant
Independent Collection Agency (Associated With Bajaj Finance)
Apr 2020 - Apr 2021
Collected payments from 150+ individual and small business clients, maintaining 95%+ on-time recovery through clear communication and negotiation. Followed up on overdue accounts, achieving 90% successful resolutions while preserving positive customer relationships. Managed and reconciled ₹5–7 lakh in monthly collections with 100% transaction accuracy and regulatory compliance. Ensured all activities adhered to ethical and transparent practices, upholding fair debt collection standards.
Entrepreneurial Development Program
Financial Consulting Agency (Associated With Leading NBFCs & Banks)
Jan 2019 - Feb 2020
Processed 200+ personal and business loan applications, maintaining an 85% approval success rate through strong risk and policy alignment. Liaised between clients and financial institutions, cutting loan processing time by 30% via accurate documentation and proactive follow-ups. Led local marketing initiatives that boosted loan inquiries by 40% and expanded customer reach among blue-collar and SME segments. Streamlined loan approval workflows, improving customer satisfaction by 25% and accelerating turnaround efficiency.
Education
MBA in General Management - Anna University at Chennai, India
- 2026 · Afghanistan
Bachelor of Engineering in Electrical & Electronics Engineering - Mahendra College of Engineering at Salem, Tamilnadu
- 2013 · Afghanistan
Higher Secondary Education in Computer Science - Amalorpavam Higher Secondary School at Puducherry
- · Afghanistan
Certifications
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