Summary
Overview
Work History
Education
Skills
Languages
Alignment with ZAPS Values
Timeline
Generic

ABDUL NAVEED

Hyderabad

Summary

Adaptable and customer-focused Support Executive with over 1.5+ years of experience delivering high-impact customer service in the tech and service sectors. Adept at resolving complex issues across food tech and media platforms with empathy, precision, and a problem-solving mindset. Seeking to bring my skills to ZAPS, where I can support global clients across sectors like finance, telecom, and retail, by driving customer satisfaction and enabling seamless service experiences.

Overview

2
2
years of professional experience

Work History

Customer Support Associate

Zomato
Hyderabad
11.2024 - Current
  • Resolve real-time customer concerns related to orders, delivery delays, refunds, and restaurant issues, with a strong focus on customer delight and satisfaction.
  • Handle chat and email-based support while ensuring accurate documentation and timely follow-up, maintaining high CSAT scores consistently.
  • Collaborate with logistics, restaurant partners, and delivery teams to ensure quick, coordinated issue resolution.
  • Demonstrated ownership in end-to-end issue handling, reducing repeat contacts through proactive, clear communication.
  • Recognized by both customers and internal quality teams for empathetic tone, responsiveness, and resolution accuracy.
  • Assisted new team members during peak hours with live query handling and knowledge sharing to ensure seamless team performance.

Customer Service Associate

Foundever
Hyderabad
09.2023 - 11.2024
  • Resolved billing, subscription, and streaming-related issues for U.S.-based customers with empathy, clear communication, and a consultative approach.
  • Guided users through technical troubleshooting steps to restore service, reducing resolution time, and improving customer satisfaction.
  • Approved compensatory benefits, like free subscriptions, within company guidelines, to retain users and build long-term loyalty.
  • Maintained accurate documentation of customer interactions and resolutions, ensuring data integrity for future reference.
  • Collaborated with team leads and peers to identify trends and improve overall support workflows and service quality.
  • Mentored new team members on effective customer interaction, tone management, and technical issue resolution best practices.

Education

Diploma - Electrical And Electronic Engineering

Quli Qutub Shah Government Polytechnic
Hyderabad
07-2019

SSC -

Sultan Ul Uloom Public School
Hyderabad
04-2016

Skills

  • Customer support and communication (voice, chat, and email)
  • Customer retention strategies
  • Client-centric service approach
  • Data-driven problem solving
  • Escalation management and root cause analysis
  • Time management and process adherence
  • Loyalty program support and issue resolution
  • Knowledge base and process improvement

Languages

Hindi
First Language
English
Advanced (C1)
C1

Alignment with ZAPS Values

  • Experience working across diverse industries, including media and food tech, ready to adapt to finance, telecom, and retail verticals
  • Strong commitment to client-centricity and process agility, mirroring ZAPS' approach to loyalty management and digital innovation
  • Familiarity with high-volume support ecosystems, with the ability to scale communication skills across global customer bases

Timeline

Customer Support Associate

Zomato
11.2024 - Current

Customer Service Associate

Foundever
09.2023 - 11.2024

Diploma - Electrical And Electronic Engineering

Quli Qutub Shah Government Polytechnic

SSC -

Sultan Ul Uloom Public School

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