Hoor Anjum Shariff

• Analyzed complex business processes to recommend appropriate IT solutions.
• Ensured compliance with SLA
• Managed ticketing tool Smart IT BMC Remedy
• Collaborated across departments to achieve project goals
• Identified problems and implemented solutions.
• Managed incidents efficiently
• Implemented process enhancements
• Enhanced documentation accuracy
• Tracked and analyzed performance metrics

• Enhanced customer experience.
• Managed intercompany relations
• Generated circuit issue tickets
• Update tickets as needed
• Managed continuous calls efficiently
• Managed challenging customer interactions
• Handle incident escalation promptly
• Ensured timely delivery of updated ticket emails

• Maintained a positive work attitude.

• Initiated process-related query resolution.

• Ensure tasks meet standards continuously.

• Maintaining the quality in the work.

• Provide background verification to various clients.

• Complete targets on time.

• Facilitated multiple live chats simultaneously
• Resolved product-related issues presented by technicians
• Facilitated business-to-business support
• Exercising effective investigative abilities
• The ability to work independently, and compliance knowledge.
• Consistently review clients following established protocols

• Provided excellent customer service to resolve customer complaints in a timely manner.
• Answered customer inquiries and provided accurate information regarding products and services.
• Gathered customer feedback through surveys and used the data to improve customer service.
• Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
• Maintained detailed records of customer interactions, transactions and comments for future reference.
• Identified areas of improvement in customer service processes and suggested changes accordingly.
• Developed strong relationships with customers by providing personalized assistance and support.
• Tracked orders from start to finish to ensure timely delivery of goods or services.
• Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
• Answered inbound calls, chats and emails to facilitate customer service.
• Developed strong customer relationships to encourage repeat business.