Afreen Ali
Hyderabad
Summary
Dynamic professional with 8+ years of work experience in Ecommerce, Telecoms & Education Industry. Solutions-driven & customer centric expert with experience in handling all aspects of service functions.
Overview
11
11
years of professional experience
Work History
Customer Service Specialist
Dell Technologies
07.2021 - 01.2024
- Dealing with UK & Ireland customers via calls, chats and emails
- Arranging in refunds and returns for faulty orders
- Helping customers in live tracking their order status by various methods
- Working closely with Order management & Sales team to ensure all orders are proceeded on time
- Worked in testing new tool -COSA for customer self service request for the process
- Collaborating and helping new team mates in coaching and process training
- Handled highly complex OEP tickets with tech teams for faster resolution.
Quality Specialist Catalogue & Order Management
Swiggy Pvt Ltd
10.2016 - 02.2020
- Associated with pilot team & was responsible for making sure the menu is as per industry standards
- Worked in Content Management team in categorizing catalogs to prepare it as per industry standards and also in line with clients’ terms of service to be used by different groups in organization
- Worked closely with procurement team to ensure all items are linked to correct vendor
- Worked in POP team for the content of the items displayed in the POP section of Swiggy
- Worked for Call Audit team and shared feedback to meet company standard benchmark
Customer Service Rep II
Aditya Birla Minacs
03.2014 - 09.2016
- Worked in Aditya Birla Minacs in Idea Process as Front-end customer service representative
- Associated in Sales team to convert Pre-paid customer to Post Paid plans
- Received various accolades such as Top Performer of the month (3 times) and Employee of the Organization by over achieving targets and applied best practices for customer retention
Outbound Collections - Educom Learning Subscriptions
Aegis Pvt.Ltd
07.2013 - 02.2014
- Worked in Business Development team to pitch Product details and arrange for Demo sessions
- Client based includes Principals, Chairman and Finance Dept for recurring payments collections
- Flexible and adaptability in learning new things were added advantages in the organization
Education
B.A (Eco) -
Christ College, South End Circle,
Bangalore01.2013
Class XII th -
Christ Junior College, Koramangala,
Bangalore01.2010
Skills
- Verbal Communication
- Customer Relations
- Teamwork and Collaboration
- Customer Relationship Management
Languages
English, Hindi & Urdu
Technical Knowledge
Windows XPS, Vista & Windows 7, Windows 10, CRM applications, MS Excel, Power Point, Outlook and Word
Personal Information
- Passport Number: Valid till year 2027
- Father's Name: Mr. Akbar Ali
- Date of Birth: 01/02/90
- Marital Status: Married
Hobbies and Interests
Singing, drawing, cooking & badminton
Timeline
Customer Service Specialist
Dell Technologies
07.2021 - 01.2024
Quality Specialist Catalogue & Order Management
Swiggy Pvt Ltd
10.2016 - 02.2020
Customer Service Rep II
Aditya Birla Minacs
03.2014 - 09.2016
Outbound Collections - Educom Learning Subscriptions
Aegis Pvt.Ltd
07.2013 - 02.2014
B.A (Eco) -
Christ College, South End Circle,
Class XII th -
Christ Junior College, Koramangala,
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