Hajara Hasan
Customer Relationship Management
HYDERABAD
Summary
Versatile Support Specialist skilled handling data, technical issues and personnel support tasks in distributed environment. Self-motivated and attentive with good interpersonal and problem-solving abilities. Offering plus years of experience .
Overview
6
6
years of professional experience
2
2
Languages
Work History
Support Specialist Supervisor
Webpt India Pvt Limited
04.2023 - Current
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Tracked and documented customer interactions in customer relationship management system to maintain accurate records.
- Utilized ticketing system to track customer requests and prioritize urgent needs.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Responded to customer inquiries and provided technical assistance over phone and in person.
Customer Service Specialist
Dubai Metro
06.2021 - 02.2022
- Used consultative techniques to understand customer needs and make strategic referrals to business partners.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Complied with company policies and procedures by encouraging positive and effective work environment among employees.
- Developed customer service improvement initiatives to decrease customer wait times.
- Clarified customer issues and determined root cause of problems to resolve service complaints.
- Responded to customer requests for products, services and company information.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
SENIOR CUSTOMER REPRESENTATIVE
SYKES India
01.2020 - 07.2021
- Responding to customer queries in a timely and accurate way, via talk, text, and chat Ensure customer service satisfaction and relationships for a process JUST EAT in UK
- Provided primary customer support to internal and external customers.
- Monitor and report on customer service activities
- Resolving the billing disputes and updating the customer.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
CUSTOMER SERVICE EXECUTIVE
Amazon India Pvt. Ltd
01.2018 - 02.2019
- Addressed and resolved customer product, complaints empathetically and professionally
- Managed customer calls effectively and efficiently in a complex, fast paced and challenging call center environment
- Raise the ticket if the issue is not resolvable on calls
- Employed comprehensive benchmarks to establish and monitor customer service standards.
- Provided company information and policies to customers upon inquiry and answered questions via phone, email or online chat.
- Delivered exceptional training and hands-on motivation to team members to enhance customer satisfaction.
- Assessed customer service trends and evaluated complaints to determine areas in need of enhancement.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
TECHNICAL SUPPORT EXECUTIVE
Tele Performance
12.2017 - 12.2018
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Provide the on-call technical support to the customer of their problems
- Prepare technical support report.
- Oversaw troubleshooting, technical issue resolution and consulting services to upgrade technology infrastructure.
- Analyzed and developed service goals for in-bound call center.
- Tracked KPIs and created continuous improvement plans.
- Identified key technology defects to streamline problem resolution.
- Increased customer satisfaction ratings to 98%.
Education
Bachelor of Engineering - Electrical& Electronics
Osmania University
Master pf Business - Administration (HR
Osmania University
Skills
Fast Learnerundefined
Timeline
Support Specialist Supervisor
Webpt India Pvt Limited
04.2023 - Current
Customer Service Specialist
Dubai Metro
06.2021 - 02.2022
SENIOR CUSTOMER REPRESENTATIVE
SYKES India
01.2020 - 07.2021
CUSTOMER SERVICE EXECUTIVE
Amazon India Pvt. Ltd
01.2018 - 02.2019
TECHNICAL SUPPORT EXECUTIVE
Tele Performance
12.2017 - 12.2018
Bachelor of Engineering - Electrical& Electronics
Osmania University
Master pf Business - Administration (HR
Osmania University
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