Nasrin Shaikh
Summary
Experienced professional adept in designing and configuring Amazon Connect solutions to meet diverse business needs, with expertise in omni-channel contact flows, routing, queues, and user management. Skilled in Contact Centre Configuration in Amazon DynamoDB and proficient in monitoring and troubleshooting solutions using AWS CloudWatch. Collaborative team player with a proactive approach to continuous improvement, staying updated with the latest features and functionalities to deliver optimal solutions.
Overview
11
11
years of professional experience
1
1
Certification
3
3
years of post-secondary education
Work History
AWS Amazon Connect Specialist
Alwafa Group
01.2014 - 12.2021
- Evaluated customer needs and feedback to drive product and service improvements.
- Collected, arranged, and input information into database system.
- Designed and configured Amazon Connect solutions to meet business requirements that included implementing omni-channel contact flows, routing strategies, and user management in AWS console environment.
- Configured Contact Centre in Amazon DynamoDB for efficient data management and retrieval.
- Monitored and troubleshooted Amazon Connect solutions using AWS CloudWatch, ensuring high availability and performance.
- Collaborated with cross-functional teams to integrate Amazon Connect with existing systems using AWS Lambda functions.
- Conducted thorough testing and troubleshooting to optimize the performance and reliability of Amazon Connect solutions.
- Provided technical support and guidance to contact centre operations teams and end-users, resolving issues promptly and efficiently.
Senior Technical Support Associate
Wipro
01.2011 - 09.2012
- Resolved complex technical issues for better system performance and reliability.
- Developed strong relationships with key clients through consistent communication and exceptional service delivery.
- Researched and identified solutions to technical problems.
- Collaborated with cross-functional teams to develop innovative solutions for recurring problems.
- Provided high-level technical support to clients or internal teams, resolving complex issues efficiently.
- Led and mentored a team to ensure high performance and adherence to company standards.
- Conducted quality assurance checks on technical interactions.
- Identified and implemented process improvements to streamline operations.
- Developed and delivered technical training programs.
- Acted as a point of escalation for complex technical issues.
- Maintained documentation and monitored team performance.
- Communicated with clients regarding technical issues and resolutions.
- Managed vendor relationships and ensured compliance.
- Utilized advanced technical knowledge for problem-solving.
- Collaborated with other departments to address technical issues.
- Stayed updated on emerging technologies and industry trends.
- Focused on delivering exceptional customer service and satisfaction.
Education
MBA - Project Management
University Canada West
Vancouver, BC 09.2022 - 06.2024
Master of Science - Information Technology
University of Mumbai
India 09.2016 - 06.2018
Skills
- Amazon Connect Configuration
- Designing Contact Flows
- User Management in Amazon Connect
- Contact Centre Configuration in Amazon DynamoDB
- Monitoring and Troubleshooting using AWS CloudWatch, AWS Lambda
- Testing and Troubleshooting for Optimization
- Familiarity with Amazon S3, Amazon Lex, AWS Glue, AWS IAM Services
- Technical communication
- MS Office
Languages
English
Full Professional
Hindi
Full Professional
Certification
- Certified Cloud Practicioner
Timeline
MBA - Project Management
University Canada West
09.2022 - 06.2024
Master of Science - Information Technology
University of Mumbai
09.2016 - 06.2018
AWS Amazon Connect Specialist
Alwafa Group
01.2014 - 12.2021
Senior Technical Support Associate
Wipro
01.2011 - 09.2012