Sana Ashraf
Greater Noida
Summary
Results-driven Senior Customer Service Associate with nearly two years of experience in customer support and operations management. Skilled in resolving complex customer issues, streamlining workflows, and enhancing satisfaction through data-driven decision-making. Committed to fostering cohesive teams and optimizing performance in environments focused on operational efficiency and innovation.
Overview
5
5
years of professional experience
Work History
Technical Sales Representative
British Telecom
Gurgaon
08.2025 - 04.2026
- Executed sales and upselling of broadband, mobile plans, and SIM services by identifying customer needs, recommending suitable packages, achieving sales targets, managing activations, and ensuring excellent customer service.
- Consistently identified customer needs at the point of sale and upsold to 30% of the incoming customers, significantly increasing average transaction value and service adoption.
- Recommended premium add-on services (e.g., static IP, priority support, enhanced security) during contract renewals, enhancing upsell penetration.
Senior Customer Representative Executive
Fidelity Information Services (FIS)
04.2023 - 05.2025
- Spearheaded day-to-day customer service operations, ensuring prompt resolution of inquiries and consistently meeting service level agreements (SLAs) and customer satisfaction targets.
- Addressed escalated concerns during service recovery initiatives with a calm, solution-focused approach, enhancing customer retention rates.
- Utilized data-driven insights from customer feedback and service reports to recommend performance improvements that increased customer satisfaction scores.
- Collaborated with cross-functional teams to identify process inefficiencies and implement solutions that streamlined workflows and reduced customer response time.
- Translated strategic business objectives into actionable plans for the team, resulting in enhanced operational performance and alignment with organizational goals.
- Mentored and coached a team of junior associates, fostering a high-performance environment and improving team productivity and morale.
- Contributed to the redesign of SOPs (Standard Operating Procedures), aligning them with current business needs and industry best practices.
Customer Relationship Management
IJRDO
04.2022 - 04.2023
- Implemented CRM strategies that increased customer engagement and strengthened service quality.
- Acted as the primary point of contact for client inquiries, complaints, and feedback, resolving issues promptly and effectively.
- Built and maintained strong relationships with clients to ensure high levels of customer satisfaction and retention.
- Improved customer retention rate through proactive relationship management.
- Collaborated with sales and marketing teams to develop targeted campaigns based on customer behavior and feedback.
- Monitored and analyzed customer data with CRM software, identifying trends and actionable areas for improvement.
- Trained and supported internal teams on CRM tools and customer service best practices, enhancing overall service delivery.
- Reduced customer response time by streamlining communication workflows.
- Played a key role in the successful rollout of a new CRM system across departments.
Education Consultant
Byju's
08.2021 - 12.2021
- Interacted with prospective students and parents to understand their learning needs and academic goals.
- Provided expert guidance on BYJU'S learning products, explaining their features, benefits, and how they align with curriculum standards.
- Conducted detailed counseling sessions to suggest suitable learning programs and personalized solutions.
- Converted marketing leads into sales through trust-building and value-driven consultations.
- Maintained detailed interaction records in CRM and tracked sales metrics to inform strategy.
- Collaborated with internal teams to streamline customer onboarding, support, and post-sale follow-ups.
- Worked remotely to support client interactions and team collaboration.
- Consistently achieved or exceeded monthly and quarterly sales targets.
- Recognized for delivering high-quality counseling sessions leading conversion rate.
- Contributed to a high customer satisfaction score through personalized engagement and efficient support.
Education
B.tech - Mechanical Engineering
University of Kashmir
Senior Secondary -
Govt. Girls Higher Secondary Kothibagh
Skills
- Strong Communication Skills
- Sales Enablement Tools
- Sales Forecasting
- Client Needs Assessment
- Customer Relationship Management (CRM)
- Negotiation Techniques
- Technical Presentations
- Technical knowledge
- Operations & Process Management
- Strategic Execution
- Leadership
Hobbies and Interests
- Reading
- Sports and Fitness Activities
- Volunteering and Social Impact
Languages
English
Advanced
C1
Urdu
Advanced
C1
Kashmiri
Beginner
A1
Hindi
Advanced
C1
Timeline
Technical Sales Representative
British Telecom
08.2025 - 04.2026
Senior Customer Representative Executive
Fidelity Information Services (FIS)
04.2023 - 05.2025
Customer Relationship Management
IJRDO
04.2022 - 04.2023
Education Consultant
Byju's
08.2021 - 12.2021
B.tech - Mechanical Engineering
University of Kashmir
Senior Secondary -
Govt. Girls Higher Secondary Kothibagh