About
Hi, I am a enthusiastic
Skills & Expertise (15)
Work Experience
Contact Center Representative
HSBC
Present - Present
Analyzed inbound customer interaction data to identify issue trends and service patterns. Tracked and reported KPIs including AHT, FCR, SLA/TAT, quality scores, and escalation rates using Excel reports. Extracted and validated CRM and banking system data for operational and MIS reporting. Performed trend and root cause analysis on complaints to improve resolution efficiency and service quality.
Technical Support Associate
Tech Mahindra
Jan 2024 - Jan 2026
Tools and Skills: Siebel, Salesforce, MS Excel, ServiceNow, Case Management
Technical Support Associate
Telstra
Jan 2021 - Jan 2024
Analyzed internet connectivity and service issue data (speed issues, outages, modem faults) to identify recurring patterns and root causes. Identified high-frequency fault types and shared data-driven insights with network and operations teams to improve service quality. Communicated analytical findings clearly to stakeholders, supporting operational and service improvement decisions.
Education
Bachelor of Commerce (B.Com) - Indira Gandhi National Open University
- 2025 · Afghanistan
Higher Secondary (Class- XII) - St. Paul's Educational Institution
- 2020 · Afghanistan
Secondary School (Class- X) - Ratnakar North Point School
- 2018 · Afghanistan
Certifications
Professional certificate course in Data Analytics and Generative AI
E&ICT Academy - IIT Kanpur · 2025
