Afreen Sultana
Hyderabad
Summary
Dedicated and experienced professional with expertise in phone banking operations, customer support, and payment services. Demonstrated ability to ensure customer satisfaction through effective communication and problem-solving. Proven track record of driving process improvements and team performance. Skilled in explaining financial concepts and providing solutions to client issues.
Overview
9
9
years of professional experience
Work History
Digital Media Senior Associate
Google Operations Center
03.2022 - Current
- Provided comprehensive support to Google Ads advertisers regarding billing and payments.
- Educated advertisers on campaign serving processes and billing procedures.
- Assisted advertisers in managing payment profiles and processing payments.
- Managed incoming payments, maintained account balances, and ensured accuracy of financial records.
- Issued bills, receipts, and invoices, and updated accounts receivable database.
- Communicated with clients to keep them informed about outstanding debts and deadlines.
- Generated detailed reports on billing activity to provide clear and reliable data for analysis.
Customer Support Representative
Genpact
09.2019 - 03.2022
- Assisted customers in resolving payment issues and provided explanations on payment gateway operations.
Phone Banking Officer
Concentrix
09.2016 - 06.2019
- Handled incoming customer inquiries and ensured prompt resolution to achieve high levels of satisfaction.
- Communicated effectively with both internal and external stakeholders to address queries and resolve issues.
- Identified opportunities for process enhancements to improve the overall customer experience.
- Provided assistance to customers in understanding credit card statements and payment schedules.
- Supported team members in improving performance and maintaining quality standards.
- Conducted team huddles to ensure alignment with targets and goals.
Education
SSC -
New lilly model high school
SecunderabadIntermediate - CEC
St, Anns's degree college for women's
MalkajgiriB. Com - Commerce
St, Anns's Junior college for Girls
MalkajgiriSkills
- Performance monitoring
- Team supervision
- Training and mentoring
- Customer service
- Decision-making
- Performance evaluations
Disclaimer
I hereby declare that the information furnished above is complete and true to the best of my knowledge.
Languages
English
Bilingual or Proficient (C2)
Hindi
Bilingual or Proficient (C2)
Urdu
Bilingual or Proficient (C2)
Timeline
Digital Media Senior Associate
Google Operations Center
03.2022 - Current
Customer Support Representative
Genpact
09.2019 - 03.2022
Phone Banking Officer
Concentrix
09.2016 - 06.2019
SSC -
New lilly model high school
Intermediate - CEC
St, Anns's degree college for women's
B. Com - Commerce
St, Anns's Junior college for Girls
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