FARHEEN NAAZ
SENIOR QUALITY ANALYST & SALES TRAINER
CONTACT
Quality and Training Management
8074681012 Process improvements
farheennaaz2121@gmail.com Process Excellence
Process standardization
Borabanda, Hyderabad
Digital lending/Sales/customer service/fintech/operations
W O R KQuality
Senior E X P E Analyst
RIENC& E Sales Trainer
SKILLS
Credit Vidya (Acquired by CRED)
Sales
Customer service Apr 2023 - Till Present
Excel Analysis/audits inbound/outbound calls.
Team Management Responsible for Conducting the Webinar session and Training
Process Enhancement session for the Tenant Partner / New Hired Batches.
Planning & Managing New hired training batches.
Responsible for excellent training delivery with 90% training
EDUCATION throughput.
Enhance the Quality performance and implement quality
Intermediate
SOPs.
Master’s Junior College Identifying the Process gaps and conducting the TNI session
2018 for improving the Quality Standards.
SSC Evaluating the Call Quality with Appropriate Parameters for
Vidya Niketan High School improving the process.
Conducting the Refresher Session, Call listening Activities,
2016
Role play Activities which will identify the gaps and bridge
accordingly with relevant solution.
Certifications
Attending the External and Internal Calibrations to provide
Lean Six Sigma Yellow Belt
insights which will help to improve the process and product.
Performing the Hygiene/ Special Audits with the utilization
Languages of Quality Tools.
Regular Transactional Audits will be conducted and provide
English
the same with Feedback Mechanism.
Hindi Functioning with BQ Performance and with the concrete plan
of action to improvisation.
Telugu
Rewards & Recognition Quality Analyst
Best Performer (Apr’22 - June’22) Credit Vidya (Acquired by CRED)
Tele sales Executive Sep 2022 - Mar 2023
Analyze/audit inbound/outbound calls.
Best Performer (Oct’23 - Dec’23) Identifying the Process gaps and conducting the TNI session for
Quality Analyst improving the Quality Standards.
Best Performer (Jan’24 - Mar’24) Evaluating the Call Quality with Appropriate Parameters for
Sales Trainer improving the process.
Best Performer (Apr’24 - June’24) Conducting the Refresher Session, Call listening Activities, Role play
Sales Trainer Activities which will identify the gaps and bridge accordingly with
relevant solution.
Attending the External and Internal Calibrations to provide insights
which will help to improve the process and product.
Performing the Hygiene/ Special Audits with the utilization of
Quality Tools.
Regular Transactional Audits will be conducted and provide the
same with Feedback Mechanism.
Functioning with BQ Performance and with the concrete plan of
action to improvisation.
Tele sales Associate
BEST PERFORMER (OCT’23 - DEC’23) QUALITY
ANALYST Credit Vidya (Acquired by CRED)
Sep 2021 - Aug 2022
Making outbound calls to potential customers to generate leads
for insurance products. This involves cold calling, following up on
inquiries, and qualifying prospects.
Using the Sales Techniques and converting the sale.
Achieving the set Target and meeting the expected Target as per
the company.
Customer Support Executive
Conneqt Business Solution
Sep 2018 - Aug 2021
Handling customer concerns and complaints in a timely manner
Handling the Inbound Calls and understanding the customer
query.
Providing the Accurate and complete information on customer
query by following the FTR method.
Maintaining the highest NPS score on customer delight.
Escalating unresolved issues to the designated internal teams for
further investigation
Ensuring customer satisfaction and providing professional
customer support
