Bi Bi Fathima

Achievements/Tasks:

• Provided real-time technical support via chat, assisting customers with Wi-Fi connectivity, router settings, ID management, account creation, mobile phone, and video-related issues.
• Delivered seamless troubleshooting while maintaining a high level of customer satisfaction and professionalism.
• Upsold and promoted fiber and mobile connection services, contributing to revenue growth through effective communication and needs-based selling.
• Consistently met performance metrics, including resolution time, customer satisfaction scores, and sales conversion rates.
• Promoted to a specialized support queue based on performance, and technical proficiency.
• Actively supported the onboarding of new team members by providing guidance and hands-on assistance during live chats.
• Led pre-shift and post-shift huddles to brief new batches on process updates, best practices, and performance insights.
• Recognized for strong product knowledge, leadership potential, and commitment to team success.

Fl, Federal partnered bank

Achievements/Tasks:

• delivered exceptional front-line customer service, providing a warm, professional welcome, and fostering positive customer relationships.
• Supported customers with onboarding processes, including opening new accounts and safe deposit boxes.
• Proactively resolved complex customer issues, ensuring high satisfaction, and loyalty.
• Monitored and guided the daily operations of the customer service team to ensure consistent quality and efficiency.
• Handled customer queries and complaints across digital platforms such as Facebook, Instagram, LinkedIn, Twitter, and app store review channels.
• Maintained detailed records to ensure timely follow-ups and personalized customer engagement.
• Acted as a liaison between customers and internal teams to streamline communication and service delivery.