Anab Masood
Noida
Summary
Helpful Senior Customer Service Executive possessing friendly demeanor and excellent problem-solving and communication skills. Bringing 4+ years of experience increasing customer satisfaction levels and business performance by handling and analyzing complaints and designing customer service strategies. Dedicated to creating positive impression on customers to build and retain customer base.
Overview
4
4
years of professional experience
Work History
Sr. Customer Service Executive
iEnergizer IT services Private Limited
10.2019 - Current
- Responsible to answer customer queries in a timely and professional manner via chat and over the call to provide information about products and services, take/cancel orders, or obtain details of complaints.
- Identified process improvement opportunities to enhance operational effectiveness and improved team work, resulting in first call resolution(FCR) increment.
- Maintained accurate records of customer interactions and tracked customer complaints to follow up on their resolution.
Education
Bachelor - Mass Communication
Makhan Lal Chaturvedi University
NoidaXIIth -
Sophia Girls Sr. Se. School
SaharanpurXth -
Asha Modern School
SaharanpurSkills
- Excellent verbal and written communication skills to interact effectively with customers and colleagues, ensuring clarity and understanding
- Demonstrated ability to analyze, identify, and resolve technical issues efficiently
- Known for maintaining a patient and empathetic approach while assisting customers with technical challenges
- Proven track record of collaborating with cross-functional technical teams to resolve complex issues
- Flexibility to adjust and thrive in changing environments, handling various customer personalities and technical challenges
- Ability to prioritize tasks and manage time effectively to handle multiple customer inquiries promptly without compromising quality
- Basic troubleshooting
- Knowledge of Power BI
- Conversational cloud
- Product and Service Knowledge
- Conflict Resolution
- Negotiation
Accomplishments
- Rewarded as process top performer.
- Client appreciation.
- Contribution in maintaining team score statistics.
- Contribution in production floor management.
Languages
English
Hindi
Roles And Responsibilities
· Improved customer satisfaction by addressing and resolving complex customer inquiries promptly and accurately.
· Streamlined the service process for increased efficiency by implementing new strategies and tools aimed at reducing response times.
· Boosted customer retention rates with proactive communication and personalized solutions tailored to individual needs.
Personal Information
- Date of Birth: 15/06/98
- Nationality: Indian
- Marital Status: Single
Hobbies and Interests
- Reading & writing
- Travel to explore places
- Interacting with people of different cultures
- Cooking
Timeline
Sr. Customer Service Executive
iEnergizer IT services Private Limited
10.2019 - Current
Bachelor - Mass Communication
Makhan Lal Chaturvedi University
XIIth -
Sophia Girls Sr. Se. School
Xth -
Asha Modern School
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