HSHajira Sakina
@hajirasakina
Customer operations specialist resolving complex escalations and improving CSAT.
IndiaWhat I'm looking for
I am a customer operations and grievance specialist with over three years' experience across logistics, operations, and e-commerce customer support, focused on handling high-priority L3 escalations for Flipkart and ensuring SLA compliance.
I consistently deliver improvements in customer satisfaction by resolving refunds, returns, replacements, delivery failures and account concerns, coordinating with logistics, payments, seller support and backend teams, and performing root cause analysis to prevent repeat issues.
I emphasize policy adherence, accurate CRM documentation, and data-driven process improvements, and I bring proven experience in cross-functional collaboration, reporting for audits and quality reviews, and meeting KPI targets.
Experience
Work history, roles, and key accomplishments
Customer Grievance Specialist
Teleperformance
Jan 2024 - Present (2 years)
Handle high-priority L3 Flipkart grievance cases and complex escalations, resolving refunds, returns, delivery and account issues while ensuring SLA compliance and maintaining high CSAT.
Senior Customer Operations Executive
Startek
Aug 2023 - Present (2 years 5 months)
Managed Flipkart customer operations meeting SLA/KPI targets, acted as escalation point for complex issues and used performance data to improve service quality and operational efficiency.
Senior Operations Executive
Blackbuck
Jun 2021 - Aug 2023 (2 years 2 months)
Managed end-to-end customer operations and client coordination, resolved complaints to ensure service quality, and analyzed customer feedback to drive continuous improvement.
Education
Degrees, certifications, and relevant coursework
UMUniversity of Mysore
Bachelor of Business Administration, Business Administration
Grade: 78%
Completed a Bachelor of Business Administration with a focus on business fundamentals and operations; achieved 78% overall.
Pre-University Course, Mysore
Pre-University Course (PUC), Pre-University
Grade: 76%
Completed Pre-University Course (PUC) in Mysore with a 76% score.
St. Paul's School, Mysore
SSLC, Secondary Education
Grade: 75%
Completed Secondary School Leaving Certificate (SSLC) from St. Paul's School, Mysore with a 75% score.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Job categories
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