Sajna Appu is seeking a customer service position. She has a Bachelor's in English Literature and a Bachelor of Education. She has over 6 years of experience in call centers and customer service roles in the banking industry. Currently she works as a retention agent at Etisalat Contact Center in the UAE, handling calls in English, Urdu, and Malayalam. Previously she held customer service roles in India for IBM Daksh, HTMT Global Solutions, and Contact Center International LLC. She aims to utilize her strong communication and problem-solving skills to achieve corporate goals.

1. Executive Summary
I am a Graduate in English Literature and in Bachelor of Education (Literature). I have an
experience of more than 6 years in a Call Center/ Customer Service environment, with more than
2 years in a Banking Process.
Career Objective
To obtain a position in a people-oriented organization where I can maximize my customer
service skills in a challenging environment to achieve the corporate goals.
Educational Qualification
Course:
B Ed (English Literature 2004-2005)
MG University Kerala India
Bachelor of Arts (English Literature 2001-2004)
Calicut University, Kerala, India.
Work Experience
TASC Labour Services: Dubai, UAE
 Client -Etisalat Contact Center, Ajman : ( Sep 15th 2013 – Current Date )
 Worked as a Customer Service Representative in the Inbound Sales Department.
 Handled calls in Three Language Skills- English, Urdu and Malayalam.
 Attended Sales request calls and general enquiry calls Mobiles, Landlines, Internet,
both for Home and Business.
 Worked as a Collection Agent for Credit and Risk Department in Etisalat.
 Maintains High Levels of Customer Service.
 Presently working for the Retention & Back Office Department as a Retention
Agent.
Dulsco HR Solutions: Dubai, UAE.
 Was employed with Dulsco Outsourcing for the below two companies in their leave
vacancies. Below given is the description of the duties that was held by me.
Al Futtaim Tech Serve: Dubai, UAE
 Service Coordinator : ( March 19th 2013 – April 20th 2013)
Hertz Rent a Car, Al Futtaim Sons: Dubai, UAE
 Customer Service cum Reservations Agent: ( April 25th 2013 – May 23rd 2013)
Contact Center International LLC(Carrefour, Middleast) : Dubai, UAE.
 Customer Service : 6months (May 15th 2011 to November 10th
2011)
Sajna Appu
Mobile: 056 185 6101, 056-212-3533
Al Fayah, Sharjah
Email: sajnaappu83@gmail.com

2. IBM Daksh: Bangalore, India ( 2007-2010).
 Call Center : 2years and 4months
 Process : Lloyds TSB Bank (U.K Process)
 Inbound Credit Card Collection Agent, Financial Advisor and Data Entry Operator.
HTMT Global Solutions: Hinduja Group of Companies, Bangalore, India. (2006-2007)
 Call Center : 1 year and 4 months
 Process : COVAD (U.S Process)
 Worked as a Senior Tech Support Executive, SME.(Subject matter Expert)
Skills
 Outstanding customer service skill
 Good Typing skill
 Problem analysis and problem solving skill
 Ability to maintain high levels of accuracy under pressure
 Self-motivated with good telephone etiquettes.
 Flexible and job lover
 Computer literate (Ms Word Office, Excel), Well versed in internet and email.
Personal Information
 Nationality: Indian
 Place of Birth: Dubai
 Passport NO: J 0897798
 Visa Status: Employment Visa
 Date of Birth: 03th
December 1983
 Language Known as: English, Hindi, Malayalam & Urdu.
Sajna Appu