Farzana Banu A

· Managed end-to-end documentation processes for China and Singapore, ensuring accuracy and compliance with regulatory requirements.

· Documentation includes Booking, SI creation and Manifest.

· Achieved exceptional results by consistently meeting TAT and maintaining High level of accuracy.

Quality Analyst:

· Quality Assurance and Testing

· Documentation and Standardization

· Process Improvement

· Metrics and Reporting

· Training and Development

• Provided company information and policies to customers upon inquiry and answered questions via phone, email, or online chat.
• Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
• Escalated critical customer issues to supervisor to avoid lost revenue and canceled policies.
• Boosted customer retention rates by providing exceptional service and building rapport with clients.

· Provided excellent customer service by efficiently resolving issues and responding to client inquiries.

· Delivered exceptional training and hands-on motivation to team members to enhance service delivery approaches and boost customer satisfaction

Identified issues and took appropriate action to deliver speedy resolution