Afreen Begum

• Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
• Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
• Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
• Monitored metrics and developed actionable insights to improve efficiency and performance.
• Assisted customers with onboarding and product setup to foster successful adoption and usage.
• Conducted periodic user training sessions to support customer understanding and product feature utilization.

Guided students in selecting an appropriate study abroad program consistent with academic
requirements and objectives and plan of study in various countries like US and UK
Awarded best team member for converting most number of applications
Worked with the management to represent team on various platforms including digital and offline meets
Guided students on financial aids, language test and visa process
Conducted group counseling sessions with parents and students both in undergraduate
a n d graduate level
Conducted training sessions and webinars for both employees and students

Counseled students in the areas of career development and academic development
Worked as an SME within the team to help the team members with product details.
Conducted Training sessions to the new batches
Call monitoring of the team calls and give feedback for the areas of improvement

Guided other team members in converting the sales.
Answered emails, opening cases in Salesforce, identifying customers, populating case details, and
confirming accuracy of data
Assisted 3 customers in average ergonomic by answering questions through multiple chats
and emails Answered average of 100 calls per day addressing customer queries

Demonstrated ability to interact and maintain effective working team relationships with company
employees, and supportive departments

Worked for a top leading client across the Globe in the department of UPI payments

Responded to customer inquiries, complaints, and comments on a daily basis, and determining
corrective action for high-call volume department
Reviewed and verified UPI transactions to ensure proper processing according to established quality
standards via chat and emails
Processed transactions, including money transfer, deposits and withdrawals and, data entry to
update top client
Ensured departmental compliance with company and regulatory agency records management
and retention policies and procedures, achieving 100% compliance on 3 annual audits

• Wrote and edited high-quality content and visually impactful programs under deadline pressure with exciting, captivating, and authentic approach.
• Utilized exceptional writing, editing, and proofreading skills to produce engaging and error-free content.
• Conducted interviews with subject matter experts to generate topics.
• Developed content for press releases and newsletters to promote products and services.
• Utilized feedback from clients and colleagues to improve content quality.
• Worked with teams of designers, editors and marketers to create content for client campaigns.