About
Detail-oriented Quality Analyst and Loss Prevention professional with over 10 years of experience in operational excellence, asset protection, technical support, root cause analysis, surveillance technology, and team leadership.
Experience
Quality Analyst
BORZO WEFAST
Jan 2022 – March 2026
Spearheaded root cause and trend analysis of service delivery failures; conducted operational quality audits against benchmarks and KPIs; optimized workflows using real-time customer feedback; designed and delivered stakeholder training modules.
Jio Social Media Adviser
RELIANCE SMSL
Jan 2021 – Jan 2022
Managed first-level social media escalations for Jio products; used Locobuzz, Novelvox, and Engage for issue tracking and customer sentiment management; recommended tailored digital solutions for end-to-end customer satisfaction.
Sr. Technical Support
FIRSTSOURCE SOLUTIONS PVT. LTD
Feb 2019 – Aug 2020
Provided technical support for Comcast internet services, specializing in software, system, and home networking troubleshooting; prepared maintenance work orders and maintained accurate enterprise ticketing records.
Business Development Manager
SEEKERS HUBS PVT. LTD.
Feb 2017 – Jan 2019
Conducted market research and social-media lead generation; identified key decision-makers and built professional relationships; orchestrated strategic marketing initiatives and represented the company at industry events and meetings.
Loss Prevention Supervisor
DUTY FREE STORE (Mumbai International Airport)
June 2014 – Jan 2017 · Mumbai International Airport
Directed loss prevention strategies and reduced shrinkage; managed CCTV and EAS surveillance systems; performed aviation-security-compliant audits and safety checks; supervised and trained loss prevention associates in conflict de-escalation and airport security protocols.
Education
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BSc, IT
2014
GPA: 78%