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  "basics": {
    "name": "Sana Fatma",
    "email": "sk2020official@gmail.com",
    "summary": "Detail-oriented M.Com graduate with a strong background in computer applications (PGDCA) and over 3 years of experience managing high-volume data and digital platforms in operational environments. Proven expertise in Excel, SQL, and data visualization tools. Adept at translating complex data points into actionable insights to improve efficiency and operational performance.",
    "location": "Ghazipur, UP",
    "profiles": [
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        "network": "LinkedIn",
        "username": "sana-fatma0",
        "url": "https://linkedin.com/in/sana-fatma0"
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  "work": [
    {
      "company": "TTEC",
      "position": "Chat Support Associate",
      "location": "Ahmedabad",
      "startDate": "2023-03",
      "endDate": "2026-07",
      "highlights": [
        "Data Tracking & Reporting: Maintained and analyzed accurate databases of transactional records and customer interactions to identify recurring issues and operational bottlenecks.",
        "Problem Solving & Efficiency: Utilized advanced troubleshooting methodologies to resolve complex system issues, consistently meeting and exceeding strict Service Level Agreements (SLAs).",
        "Knowledge Management: Analyzed industry trends and internal product updates to continuously update and optimize the team knowledge base, improving resolution efficiency.",
        "Cross-Functional Collaboration: Collaborated with technical and cross-functional teams, using data-driven insights to help resolve systemic, high-escalation product and platform issues.",
        "Remote Operations: Successfully worked remotely for 3.5 years managing operations, maintaining high productivity, and ensuring data security in a virtual environment.",
        "International Client Relations: Delivered high-level support for a major Australian client, adapting seamlessly to regional business protocols, compliance standards, and time-zone requirements."
      ]
    }
  ],
  "education": [
    {
      "institution": "Veer Bahadur Singh Purvanchal University",
      "degree": "Master of Commerce",
      "startDate": "2021-10"
    },
    {
      "institution": "National University of Journalism & Communication",
      "degree": "Post Graduate Diploma in Computer Application",
      "startDate": "2019-03"
    },
    {
      "institution": "Veer Bahadur Singh Purvanchal University",
      "degree": "Bachelor of Commerce",
      "startDate": "2017-06"
    },
    {
      "institution": "Board Of High School and Intermediate Education",
      "degree": "Intermediate in Economics",
      "startDate": "2014-05"
    },
    {
      "institution": "Board of High School and Intermediate Education",
      "degree": "Science",
      "startDate": "2012-06"
    }
  ],
  "skills": [
    "Data Analysis & Visualization: Advanced Excel (Pivot Tables, Formulas, Conditional Formatting), Tableau, Data Visualization, Data Analysis Skills.",
    "Database & Technical: SQL, Microsoft SQL Server, C++ Programming, Citrix, Smart Assist, PGDCA Core Modules.",
    "Business & Operations: Business Analysis, Customer Relationship Management (CRM), Documentation, Record-Keeping, Research, Cross-Border Collaboration, Remote Workflow Optimization, Time-Zone Coordination, International Client Relations.",
    "Soft Skills: Analytical Thinking, Problem Solving, Collaboration, Time Management."
  ],
  "languages": [
    {
      "language": "English",
      "fluency": "Fluent"
    },
    {
      "language": "Hindi",
      "fluency": "Native"
    }
  ],
  "certificates": [
    {
      "name": "O level"
    },
    {
      "name": "Course on Computer Concepts (CCC)"
    }
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  "availability": {
    "status": "open",
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      "Hindi",
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      "Course on Computer Concepts (CCC)"
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    "yearsOfExperience": 0,
    "seniority": "entry",
    "highestEducation": "Master's"
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