ADEEBA QAMAR
Saharanpur
Summary
A self-motivated and goal oriented individual seeking a challenging position within a large organization. Offering a strong foundation in consumer relationship, pitching, marketing, strong communication and add on knowledge of resolving consumer issues, with a proven ability to drive efficiency, work hard with smart approach to deliver successful outcomes and collaborate within cross-functional teams. Excel in communication, problem-solving, and adaptability, ensuring positive experiences and outcomes for customers.
Overview
3
3
years of professional experience
Work History
Customer Service Associate - Shipping and Delivery Support
AMAZON Development Centre (INDIA) Private Limited
08.2024 - Current
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support via phone, email, and chat.
- Worked with team members to achieve the monthly target in terms of positive customer feedback, securing Achievers of the Month - Oct 2024.
- Managed multiple tasks simultaneously while maintaining accuracy and attention to detail, and escalating issues pre- and post-deliveries for improvements.
- Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly, and supported successful deliveries of Amazon packages.
- Worked with cross-functional teams to achieve goals.
Customer Success Associate
APNATIME Tech Private Limited
01.2022 - 08.2024
- Communicated with customers via chat and phone to provide high-quality support and resolution to their queries with a 90% satisfaction rate.
- Consistently exceeded sales targets, demonstrating a track record of revenue generation and a strong ability to convince customers to buy coins and renew services
- Connected with customer to resolve issues and provide support through Call & Chat.
- Monitored customer health indicators consistently intervening when necessary to mitigate risk of churn and maintain high retention rates.
- Supervised and trained new staff by being part of onboarding and training team
- Raised bug reports and provided insights for process improvement
- Connected with people in a 1-on-1 environment to ensure the best customer service possible.
- Contributed in the overall growth of company by meeting targets and multi-tasking
- Took complete ownership to create a call process that reduced response time and improved customer experience.
- Awarded Employee of the Month for consistently meeting all assigned targets and providing excellent work
Education
BACHELOR OF ARTS - Communicative English
ALIGARH MUSLIM UNIVERSITY
03-2021
SENIOR SECONDARY - Commerce
CENTRAL BOARD OF SECONDARY EDUCATION
01.2016
MATRICULATION -
CENTRAL BOARD OF SECONDARY EDUCATION
01.2014
Skills
- Communication strategy
- Customer relationship management (CRM), Empathy, Critical Thinking
- Feedback collection and problem solving
- [Intercom, Respondio, Freshdesk] - CRM system proficiency
- Data skills : Google Sheets, Excel, SQL
- Upselling strategies
Websites
Accomplishments
- Ops Champion Award, Jan. 2023, Awarded the best performer for maintaining quality SLAs and for maintaining customer retention rate.
Languages
Hindi
First Language
English
Upper Intermediate (B2)
B2
Urdu
Intermediate (B1)
B1
Timeline
Customer Service Associate - Shipping and Delivery Support
AMAZON Development Centre (INDIA) Private Limited
08.2024 - Current
Customer Success Associate
APNATIME Tech Private Limited
01.2022 - 08.2024
BACHELOR OF ARTS - Communicative English
ALIGARH MUSLIM UNIVERSITY
SENIOR SECONDARY - Commerce
CENTRAL BOARD OF SECONDARY EDUCATION
MATRICULATION -
CENTRAL BOARD OF SECONDARY EDUCATION