About
Analytical and results-driven professional with over 8 years of robust operations experience spanning Banking, Healthcare, and Customer Experience. Seamlessly bridges the gap between raw business workflows and technical intelligence by leveraging advanced skills in SQL, Power BI, Python, and Excel to optimize reporting pipelines, eliminate operational backlogs, and drive data-backed decision-making. Adept at translating complex data metrics into actionable business strategies for executive leadership.
Skills & Expertise (25)
Work Experience
Senior Customer Service Specialist – International Semi-Voice Process
eCare India Pvt. Ltd.
Jun 2022 - Jan 2026
Managed inbound calls, emails, and written correspondence for US and UK healthcare clients, maintaining consistent SLA compliance and high CSAT scores across all interactions. Processed and verified payment authorization forms and invoice billing confirmations, resolving payment discrepancies for 50+ cases per week. Collected, verified, and consolidated provider documents (professional qualifications, state licensures, clinical specialties) to ensure compliance and accuracy across client portals. Reconstructed and maintained provider profiles covering experience, skills, education, and clinical data, reducing downstream processing errors by ensuring data integrity. Led daily team huddles, communicated process updates, and assigned workloads to team members based on volume priorities — effectively acting as team lead. Conducted cross-verification of client identification credentials and approved payments in strict accordance with client-specific protocols and compliance standards. Managed secure data sharing and uploaded processed records to client web portals, supporting audit readiness and record-keeping requirements. Awarded Team of Champions (2025) for outstanding contributions to team performance and client satisfaction.
Senior Customer Support Representative – Banking Process
Concentrix Daksh Services Pvt. Ltd.
Mar 2018 - Apr 2022
Delivered multi-channel customer support (voice, email, chat) for a leading private bank, handling 60+ contacts daily while consistently achieving high First Call Resolution (FCR) and CSAT targets. Resolved customer queries on account management, card services, and banking products, maintaining escalation rate below 5% through proactive issue identification and resolution. Executed prompt card blocking on customer-reported loss or fraud, ensuring zero delay in card deactivation and reducing financial risk for customers. Managed complex queries from NRE/NRO account holders, providing tailored and compliant solutions aligned with RBI guidelines and bank policies. Explained new banking schemes, products, and offers to customers, contributing to cross-sell opportunities and improved product awareness. Monitored support queues and performed supervisory duties in the absence of team lead, maintaining service levels across the team. Conducted knowledge transfer sessions and mentored new hires on product knowledge and process SOPs, reducing average handling time for new agents by ~15%. Analysed customer feedback patterns to identify recurring issues and shared insights with operations team to drive process improvement. Recognised as Best Performer (December 2021) in recognition of consistently exceeding KPI targets.
Education
B.Sc. Microbiology - Tagore College of Arts & Science
2014 - 2017 · Afghanistan
HSC – State Board - Corporation Boys Higher Secondary School
- 2013 · Afghanistan
Certifications
Career Certificate: Data Analytics with Python, SQL & Power BI
SkilloVilla Career Track · 2026
AI & ChatGPT Productivity Masterclass
Be10x Certification · 2026
Foundational CCNA: Routing, Switching, & DNS Management
· 2025
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Skills (25)
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