Afzal Khwaja
About Afzal Khwaja
Afzal Khwaja is a Business Analyst specializing in Customer Service and Operations at Airtel, where he has worked since 2013. He holds an MBA from Gujarat University and a Bachelor of Commerce from the University of Mumbai, with a focus on finance and accounting.
Work at Airtel
Afzal Khwaja has been employed at Airtel since 2013, serving as a Business Analyst in Customer Service and Operations. His tenure spans over 11 years, based in Gurgaon, Haryana, India. In this role, he focuses on analyzing the impact of process changes to ensure their effectiveness both before and after implementation. He also plays a significant role in monitoring and enhancing performance metrics, particularly under Bucket One, to optimize costs related to collection and retention.
Education and Expertise
Afzal Khwaja holds a Master of Business Administration from Gujarat University, where he studied Finance from 2007 to 2009. He also earned a Bachelor of Commerce degree from the University of Mumbai, specializing in Accounting and Finance, from 2002 to 2005. His educational background equips him with a strong foundation in financial analysis and business operations. He possesses expertise in accounting software, including ACL (Audit Command Language) and Tally 9 ERP.
Background
Before his current role at Airtel, Afzal Khwaja worked as a Senior Data Analyst in Audit and Compliance at Airtel from 2006 to 2009. He also held the position of Executive in Management Accounting at Aircel from 2009 to 2011. His experience in these roles has contributed to his analytical skills and understanding of customer service operations.
Achievements
In his current position, Afzal Khwaja has spearheaded the allocation process for collection and retention in the regions of Maharashtra and Goa. He actively monitors the quality of sales and its effects on customer retention and bad debts, particularly focusing on the initial 0 to 6 months period. He collaborates with stakeholders to share insights on complaints that affect churn, aiming to enhance customer retention strategies.