Summary
Overview
Work History
Education
Skills
Timeline
Generic

Shajan Alam

Full-time Student
Saint John's,Canada

Summary

Organized Analyst with strong knowledge of CX and Customer service acquired across 2 years of industry experience.

Overview

2
2
years of professional experience
4
4
years of post-secondary education
3
3
Languages

Work History

Reporting Analyst

Majorel
Riyadh, Saudi Arabia
07.2022 - 09.2022
  • Responsible for daily reporting to clients for highlighting and pointing out Major KPIs
  • Responsible for daily queue performance, C-Sat,D-Sat, adherence, APR, absenteeism and call reasons report.
  • Responsible to collaborate with Quality department to generate WBR.

Workforce Real Time Analyst

Majorel
Riyadh, Saudi Arabia
11.2021 - 06.2022
  • Hourly reporting through different channels and ensuring Service level stability.
  • Responsible for intraday queue performance and schedule adherence.
  • Monitored utilization and average handling time while maintaining service level
  • Responsible for making decisions on the day's schedule based on call volumes and available staff
  • Responsible for intraday queue performance and schedule adherence.

Customer Service Representative

Majorel
Riyadh, Saudi Arabia
01.2020 - 02.2021
  • Efficiently resolved issues of 60+ customer phone calls
    received daily with an AHT of 3- 4 minutes.
  • Provided assistance to customers in a professional and
    empathetic manner in order to complete transactions accurately and effectively
  • Collaborated with team members to implement customer
    service initiatives
  • Verified and kept records of customer interactions and transactions utilizing the CRM system

Education

Bachelor of Science - Computer Science

Memorial University of Newfoundland
St John’s, NL
07.2020 - Current

High School Diploma -

BISES
Riyadh, Saudi Arabia
08.2017 - 07.2019

Skills

    Reporting efficiency and accuracy

Data analysis

Excel formulas

Timeline

Reporting Analyst

Majorel
07.2022 - 09.2022

Workforce Real Time Analyst

Majorel
11.2021 - 06.2022

Bachelor of Science - Computer Science

Memorial University of Newfoundland
07.2020 - Current

Customer Service Representative

Majorel
01.2020 - 02.2021

High School Diploma -

BISES
08.2017 - 07.2019
Shajan AlamFull-time Student