Afreen Qayyum

About

Senior business operations leader with 14 years of experience across contact centre operations, customer experience, quality, and business transformation. Delivered measurable impact for global clients including Microsoft, Google, Amazon, and Uber through AI, automation, process improvement, and workforce optimization.

Experience

• Senior Manager, Business Operations — Microsoft Program
  LTM (Larsen & Toubro Group)
  Jun 2024 – Dec 2025
• Business Operations Manager
  DAZN Software Solutions
  Feb 2024 – Jun 2024
• Business Operations Delivery Lead — Google & Uber Portfolios
  Accenture Solutions India Pvt. Ltd.
  Apr 2017 – Aug 2023
• HR Employee Relations Officer (Multi-Geography Support)
  Amazon
  Dec 2014 – Apr 2017
• Senior Technical Support Associate — Verizon Project
  Tech Mahindra
  Jun 2012 – Dec 2014
• Customer Service Associate — HP Project
  Wipro
  Jun 2011 – Dec 2011

Education

• Lean Six Sigma Green Belt
  KPMG
  Aug 2023 – 2031
• Generative AI Mastermind (16 hours)
  Outskill
  2026 – 2026
• Bachelor of Business Administration (BBA)
  Osmania University
  Jun 2008 – May 2011

Skills

• Generative AI Tools
• Automation
• ChatGPT
• Minitab
• Forecasting
• Power BI
• Google Workspace
• Salesforce
• Microsoft 365
• Quality Assurance
• Vendor Management
• Jira
• Reporting
• Zendesk
• Looker Studio
• AI
• Analytics
• Microsoft Office
• Process Improvement
• Excel
• Strategic Planning
• SLA management
• Business Operations
• Capacity Planning
• Process Mapping
• Digital Transformation
• Microsoft Visio
• Lean Six Sigma
• Customer Experience
• KPI Management
• Agentic AI
• Workforce management
• DMAIC
• Conversational AI
• Contact Center Operations
• Microsoft Dynamics 365