Wani Tawseef
@wanitawseef
I lead customer support and operations teams to improve service performance.
IndiaWhat I'm looking for
I've progressed from Customer Support Associate to Assistant Manager at IKEA, leading inbound chat operations for international Canadian customers. I managed a 30+ member team, shift planning, queue monitoring, real-time escalations, and SLA delivery.
I improved team performance by 10–15% through KPI management, coaching, and corrective action plans. My work increased quality audit scores by 12%, improved underperforming agent productivity by 20%+, and maintained 95%+ SLA adherence.
At Kurtains, I coordinate customer orders, vendors, warehouse teams, logistics partners, inventory reporting, and customer escalations. I focus on accurate fulfilment, timely dispatch, process refinement, and strong cross-functional coordination.
Experience
Work history, roles, and key accomplishments
Operations Coordinator
Kurtains
Feb 2026 - Present (7 months)
Coordinated day-to-day business operations, managing customer orders end-to-end and liaising with vendors, suppliers, warehouse teams, and logistics partners. Resolved operational issues and maintained inventory reports using MS Excel.
Managed end-to-end daily call center operations for a 30+ member team, including shift planning, queue monitoring, and real-time escalation handling. Monitored and optimized KPIs such as AHT, CSAT, and quality scores, contributing to a 10-15% improvement in team performance.
Supervised and coached a team of CSRs, achieving 95%+ SLA adherence and meeting daily productivity targets. Acted as the first escalation point during live shifts, resolving 85-90% of issues without management intervention.
Handled 60-80+ inbound customer chats per shift for international clients, consistently achieving CSAT scores of 4.5/5 and above. Met or exceeded productivity and adherence targets, contributing to team SLA performance of 95%+.
Education
Degrees, certifications, and relevant coursework
Lovely Professional University
Master of Business Administration, Business Administration
2023 - 2025
Pursued a Master of Business Administration degree from Lovely Professional University, Punjab, from 2023 to 2025.
Government Degree College for Boys, Baramulla
Bachelor of Commerce, Commerce
2018 - 2021
Completed a Bachelor of Commerce degree from Government Degree College for Boys, Baramulla, from 2018 to 2021.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Job categories
Skills
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