SHAZIA PARVES

A Diligent, goal oriented and a highly experienced professional with 17+ years’ experience in Customer Experience and Operations Management settled in Dubai. Been able to demonstrate a stable career history and has a proven track record of succeeding in the tasks assigned. Managed Customer Experience for Banking and Telecommunication sectors for global brands in USA, UK, Australia and UAE. Top performing manager with Call center management experience including client relationship, ownership, training and people management. Accomplished people’s leader in successfully identifying and cultivating key opportunities for internal growth and development. Demonstrated ability to ensure high level of Customer Experience, interpreting needs and matching with services and solutions to the best to address client requirements.

• Successfully completed “Star Certification” for the LOB to increase the NPS from 15% to% within a span of 6 weeks
• Successfully completed “Certification in interviewing skills”
• Have won weekly and monthly awards for the “Best Team Leader” between Sell and save
• Have been nominated as the Single Point of contact with the Sky UK clients to makechanges to the process Best Employee of the year for 2015
• Process Leader – Operations
• First Source SolutionLtd – SKY Digital Services– UK2008 – 2/2011
• Profile: Leading a team of 30 agents for a Customer Service process (SKY –UK)
• Successfully completed 3 batches of the Re –energizers
• The key responsibility beingfinding out the AOI and coaching the advisors
• The batch consisted of 18 -20 advisorsfrom different teams from the process who were not meeting the C-Sat target
• Handling a team of 18-20 advisors for an inbound customer service and technicalprocess with up selling
• (BSKYB)
• Achieving sales targets through Upselling products
• Monitoring Calls and coaching advisors
• Successfully completed a Greenbelt Project for improving the AHT for the process
• Have received extensive training in Yellow Belt and QC Tools
• Was a part of a process improvement project for Merlin (System for Capturing
• Customer Preferences), FTR (First time resolution) and Sales (Up selling products like
• Broadband, Telephone packages and TV packages
• Managing breaks, transition and preparing transport rosters
• Working with new teams to improve and achieve their quality and sales targets
• Was involved in training on new products
• Conducting grooming sessions for tenured advisors within the process to enhancetheir skills
• Heading the Fun Committee
• SPOC for Aspire Program (for grooming tenured advisors for the next role)
• Have taken motivational sessions for tenured advisors to boost their morale
• Have conducted interviews for hiring new advisors for the process
• Achievements Have received the “Trailblazers” award for consecutive months for the best team
• Have received awards for “
• Actively involved in a Green Belt project for controlling the Average Handling Time forthe process
• Have received appreciation certificates for conducting fun activities on the floor
• Have successfully completed 3 batches of the re-energizers resulting in the process meetingits C-Sat.

• I am a quick learner who is never afraid of failures and only moves forward. I am passionate about my work and determined to complete tasks assigned to me.
• Along with managing my professional life, I am working on my passion of baking
• I love travelling and meeting new people
• I love writing and have some of my work published in magazines
• Having a lot of patience helps me to excel in my jobs and tasks

Lean Certification 2020

Certified Lean Catalyst – 2019

Certified Hiring Manager

COPC certification – 2020