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Akhtar Sohrab

Retails Support Analyst | Former Sr. Quality Evaluator | BPO & Contact Center Expert | Open to Remote & International Roles

Etawah

6+ years of work experience

Revolut
Nov 20258 mosPresent

Remote

Revolut
Nov 20258 mosPresent

•Ensure timely processing and tracking of fintech card shipments while coordinating with shippers like UPS, FedEx, and USPS to support smooth and accurate card delivery. •Communicate clearly and professionally with internal teams and shipping partners to resolve delivery issues, delays, or address related queries. •Monitor shipment status, investigate delivery exceptions, and take quick action by coordinating with the respective shipping carrier when required. •Maintain accurate records of card shipment details, tracking updates, delivery confirmations, and issue logs in internal systems. •Stay updated with shipping processes, carrier guidelines, and company policies to ensure secure, compliant, and efficient card delivery operations.
TTEC
Feb 20232 yrs 9 mosOct 2025

Remote

TTEC
Feb 20232 yrs 9 mosOct 2025

•Coordinated shipping operations including pickup scheduling, rescheduling, and carrier follow-ups. •Requested, compared, and documented shipping quotes to support cost-effective carrier selection. •Provided real-time dispatch assistance by acting as a communication bridge between carriers, clients, and internal teams. •Tracked shipment statuses and maintained detailed shipping logs to ensure operational visibility. •Audited shipping-related invoices and supported basic reconciliation to ensure billing accuracy. •Identified and resolved shipping exceptions such as delays, failed deliveries, and reshipments. •Built Excel and Google Sheets trackers for dispatch monitoring, SLA tracking, and issue resolution. •Supported continuous improvement initiatives by standardizing dispatch and shipping workflows.
Convergys
Apr 20151 yr 5 mosAug 2016

Apr 20151 yr 5 mosAug 2016

•Monitored and evaluated 30+ agent calls per day, ensuring adherence to company standards and policies. •Led calibration sessions with clients and teams, improving alignment on quality metrics by 30%. •Provided detailed performance feedback to agents, boosting team quality scores by 18%.
Jun 20131 yr 11 mosApr 2015

•Conducted daily call monitoring for 20+ agents, identifying opportunities for service improvement. •Developed reports on call quality trends, enabling management to reduce error rates by 22%. •Coordinated calibration calls with clients, improving customer feedback scores.

Education

Master of Business Administration

GBTU

Integral University, Lucknow, Uttar Pradesh

Bachelor of Computer Applications

Integral University, Lucknow, Uttar Pradesh

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Headline

Retails Support Analyst | Former Sr. Quality Evaluator | BPO & Contact Center Expert | Open to Remote & International Roles

About

I am a dedicated Customer Service professional with over 6 years of experience in BPO operations, quality evaluation, and team leadership. Starting my journey as a Sr. Call Quality Evaluator, I now serve as a Customer Service Team Mate ensuring seamless service delivery and performance excellence. I specialize in customer satisfaction, call quality analysis, and driving team performance. I’m currently seeking remote or international opportunities where I can leverage my skills in managing customer service operations and quality assurance. Customer Experience (CX) Call Quality Monitoring Remote Team Management Escalation Handling International Client Support Performance Coaching Contact Center Operations

Location

Etawah

Work experience

Support Analyst at Revolut, Nov 2025 - Present · 8 mos, Remote

Support Specialist at Revolut, Nov 2025 - Present · 8 mos, •Ensure timely processing and tracking of fintech card shipments while coordinating with shippers like UPS, FedEx, and USPS to support smooth and accurate card delivery. •Communicate clearly and professionally with internal teams and shipping partners to resolve delivery issues, delays, or address related queries. •Monitor shipment status, investigate delivery exceptions, and take quick action by coordinating with the respective shipping carrier when required. •Maintain accurate records of card shipment details, tracking updates, delivery confirmations, and issue logs in internal systems. •Stay updated with shipping processes, carrier guidelines, and company policies to ensure secure, compliant, and efficient card delivery operations.

CS TM at TTEC, Feb 2023 - Oct 2025 · 2 yrs 9 mos, Remote

Operational Specialist at TTEC, Feb 2023 - Oct 2025 · 2 yrs 9 mos, •Coordinated shipping operations including pickup scheduling, rescheduling, and carrier follow-ups. •Requested, compared, and documented shipping quotes to support cost-effective carrier selection. •Provided real-time dispatch assistance by acting as a communication bridge between carriers, clients, and internal teams. •Tracked shipment statuses and maintained detailed shipping logs to ensure operational visibility. •Audited shipping-related invoices and supported basic reconciliation to ensure billing accuracy. •Identified and resolved shipping exceptions such as delays, failed deliveries, and reshipments. •Built Excel and Google Sheets trackers for dispatch monitoring, SLA tracking, and issue resolution. •Supported continuous improvement initiatives by standardizing dispatch and shipping workflows.

Quality Analyst at Convergys, Apr 2015 - Aug 2016 · 1 yr 5 mos

Senior Quality Analyst at Convergys/Concentrix, Apr 2015 - Aug 2016 · 1 yr 5 mos, •Monitored and evaluated 30+ agent calls per day, ensuring adherence to company standards and policies. •Led calibration sessions with clients and teams, improving alignment on quality metrics by 30%. •Provided detailed performance feedback to agents, boosting team quality scores by 18%.

Quality Analyst at MK / Hyper Quality, Jun 2013 - Apr 2015 · 1 yr 11 mos, •Conducted daily call monitoring for 20+ agents, identifying opportunities for service improvement. •Developed reports on call quality trends, enabling management to reduce error rates by 22%. •Coordinated calibration calls with clients, improving customer feedback scores.

Education

Master of Business Administration, GBTU

Bachelor of Computer Applications, Integral University, Lucknow, Uttar Pradesh