ATIA IMAM
H-29, 3rd Floor,
Lajpat Nagar-I, New Delhi – 24(India)
Objective –
To pursue a challenging career using multidisciplinary skills of management and leadership and utilize my experience and exposure of 7 years in service industry i.e.
*Telecom, *Insurance, *Banking, *Travel, *Training, *Primary and Secondary Research
Looking forward to grow and lead with the best teams and projects.
Core Competencies –
Customer Service, Team handling, Voice & Accent/Soft skill Training, Process Training, Call Quality Analysis, Primary and Secondary Research.
Professional Qualification –
Bachelors in Advertising Sales Promotion & Sales Management from Patna Women’s College (Avila Convent), in 2000 with 1st div (72%)
Proficient in MS-Office i.e. MS PowerPoint and MS Excel and MS Word
JOB EXPERIENCE –
At present, working as a freelance Research Consultant for Euromonitor (Singapore), Fusion Consulting (Singapore) and IntertechPira Consulting (UK). Part of CI (Competitive Intelligence) team, conducting extensive India specific CI projects. Assisting them with Business development and Industry Analysis report typically targeted at Indian Market.
Marketing collateral Analysis
Indian Credit and Debit Market Analysis and Forecasting (2006-11)
Opportunity Analysis and Forecasting: The OTC Healthcare Market - India
Residential Construction Market Analysis and Forecasting – India
Indian retail industry – An overview
Indian Metallurgical Coke – Industry Analysis
Biometric ATM production and analysis – India
Global Biometric Market Analysis (2006-2012)
Medicated Dermatology Market in US
Consumer Electronics in India – Market Insight
Mobile Handset Market - Outlook - 2005 – 2012
US Dermatology Market Insight – 2006-2011
Also working as a freelance voice and accent/soft skill trainer (Mind Trainer, Eternity Placement and Training) for BPO'S like IBM & Genpact. The job responsibilities include:
Monitoring Corporate Executives on a regular basis according to the guidelines set by the client.
Decide whether they are Fit, Unfit or Trainable according to the guidelines set by the company.
Minimize Mother Tongue Influence (MTI)
Neutralization of accent
Develop clarity in their spoken English
Minimize grammatical errors
Conceptualizing & developing Behavioral, voice and accent / communication, customer service modules as per the company requirements and employee skill sets. Imparting effective training programs through use of audio-visual aids.
The Smartcube, Chandiwala Estate, Okhla, New Delhi
It is a London and Chicago based professional services firm specialized in providing customized market and business research and analysis. Clients include investment banks, private equity firms, management consultancies, market research organizations and corporate clients across North America and Europe.
Duration : 12 Months (Oct 2004-Oct 2005)
Designation : Consultant (Analytics Services Group)
Job Profile : Preparing presentations using MS Office - Word, PowerPoint Or Excel. Meeting all client & program acceptance criteria with respect to delivery timelines, quality, and service readiness, thereby ensuring high quality process deployment. Experience in handling NetCat-I software Leading, mentoring & monitoring the performance of team members to ensure efficiency in project completion and meeting of individual & group targets. Knowledge of online databases like Bloomberg, Reuters, Hoovers, Factiva, Forbes,One Source, Thomson, etc.
Company Profiling
Business Plan Preparation
Market research and Analysis (Analytics Services)
Channel and customer surveys
Analytics
Report Writing/Recommendations
B2B/B2C projects for a global media giant (Telecom/Media Vertical) on a start to finish schedule
Strategic Research and Analysis (SPSS)
Report Generation (PowerPoint)
Generating Trends and Drivers Report for various industries
Generating Forecasting analysis Reports
SWOT analysis
Achievements : Star performer award.
Greaves Travel LLC, 4B Jungpura, Mathura Road, New Delhi, India
Duration : 15 Months (June 2003-Sep 2004)
Designation : Trainer (Middle Management)
Job Profile : Greaves is one of the major consolidator of British Airways specializing in travel and tour packages of Indian subcontinent beside rest of the world. Part of the Hiring process for the new team members. Directing training and motivating new recruits to ensure quality service. Handling the operational functions such as pre-shifts staff briefings, creating the duty roster, shift management and daily reports. Imparting training to new recruits on, Reservations (Amadeus), American geography, culture and accent neutralization, Business correspondence, Telephonic Etiquettes & effective customer handling. Determining training needs of employees and conducting suitable training programmes to enhance their operational efficiency leading to increased productivity.
American Express India Pvt. Ltd, Gurgaon, Global Service Center
Duration : 13 Months (April 2002 - May 2003)
Designation : CCE (VOICE) Inbound
Job Profile : In Regular Charge Card Product Department serving customers across the globe regarding their credit card and charge card Inquiries related with billing (first party collection) general adjustment, process updates, setup disputes, statement requests and even initiate sale for packages related with card products. Have been a remarkable team player with productivity quotient of 106%. As part of lateral growth have trained new hires moved into them OJT. Have also done call quality analysis on the basis of handling effectiveness and was an active participant of their Decision Quality Team. Was part of Customer Satisfaction Survey Team. Setting out quality standards for various operational areas, ensuring a high-quality customer experience, while adhering to the SLAs and work processes.
Implementing quality improvement measures as per industrial norms for continual improvement in the services, ensuring higher customer satisfaction matrices.
Achievements : Long miler award
Was acting transport SPOC for my team
ExlService, Noida
Duration : 10 Months (June 2001- April 2002)
Designation : CCE (VOICE) Inbound Quality Assurance Executive, Process Trainer
Job Profile : The client was Conseco Life Insurance based in Pennsylvania, USA. Handling inbound calls related with Life Insurance Polices. Informing policy holders about the kind of policy they hold, updating their policy sending across policy maintenance forms, documenting the policy regarding the call made by the client, initiate inquiries if any complain was brought into notice by client. Would handle escalated calls for executives under OJT. Was acting as quality coach on floor (Floor Walker). Compile training and coaching Methodology for voice and accent and soft skills training .Gap identification for process improvement. Conducting training sessions & in house forums based to boost the technical and soft skills of the associates.
Achievements : Was promoted as Quality Assurance Executive wherein was helping in the process training of new hires.
Reliance Telecom Ltd, Patna
Duration : 12 Months (May 2000- May 2001)
Designation : Customer Care ( Inbound / Outbound and Walk-in)
Job Profile : My responsibilities included handling the customer complaints and queries regarding sales and services (Billing and Network) of cellular phone user of entire Bihar circle on phone and through direct interactions as a front office help desk. Making Outbound calls for collections of delinquent cellular phone bills and make appropriate arrangement for collection agents to be sent. Also trained new hires.
EXTRA CURRICULAR ACTIVITES
Gardening, Net surfing, Reading and Writing Poems.
PERSONAL DETAILS
Date of Birth : 15.12.1979
Marital Status : Married
Gender : Female
