Kulsoom Najaf

About Kulsoom Najaf

Experienced Analyst with a demonstrated history and knowledge of CXM and working in the consumer electronics industry. Skilled in user research experience, testing, Customer Service, Customer Follow-up, Microsoft Office, AI/ML, data handling and data analysis and Management. Strong professional with a M.Com focused in Business/Commerce, General from Osmania University.

Experience

1. Genius Admin

   Apple

   Jun 2025 — Present · Pune, IN

   Provide excellent customer service, and keep customers and employees updated on repair progress using in-house CRM tools.• Raise IT incidents, and follow up with CSS on active customer resolutions.• Work with operations and technical support teams to resolve repair issues, and share feedback toimprove service quality.• Maintain up-to-date knowledge of Apple device repairs and operating systems.• Support the onboarding of new Genius Bar team members by setting training goals, helping with training content, and sharing best practices.• Skilled in iPhone repair processes, post-repair diagnostics, and system configuration.• Manage daily repair room operations, including workflow coordination and technician scheduling.• Keep customers informed to reduce delays, and manage the pickup process for completed repairs.• Process offsite repairs by verifying repair results, confirming cases, contacting customers, and updatingcase notes.• Track and manage repair room inventory, and work with operations to address part shortages.• Improved repair turnaround time (TAT) by identifying delays, fixing process issues, and ensuringtimely repair starts.• Shadow team members on RFP and depot shipment processes, and provide regular feedback to helpthem improve.• Investigate cases requiring whole-unit replacement (WUR) to determine whether replacements can beavoided.Provide regular, constructive feedback to team members, and support them in any initiatives or tasks they take on.• Act on leadership feedback to address key pain points, and improve team performance.• Proven ability to learn quickly and adapt to new situations.• Skilled at working independently and collaboratively in a team environment.• Assisted with day-to-day operations, working efficiently and productively with all team members.• Worked flexible hours across night, weekend, and holiday shifts.• Demonstrated respect, friendliness and willingness to help wherever needed

Education

• NIIT

  Master's Degree, Information Technology

• Osmania University

  Master of Commerce

• Stanley Degree and PG College For Women

  Bachelor of Commerce - BCom, Business/Commerce, General

  2002 — 2005

• Osmania University

  M.Com, Business/Commerce, General

  2014 — 2016

• Osmania University

  Bachelor of Commerce