HUSNA SAMREEN
Dubai
Summary
Dedicated and detail-oriented Customer Service specialist with 1.7 years of experience. Excellent at prioritising, completing multiple tasks simultaneously and following through to achieve goals. Flexible and goal-oriented team player with expertise in scheduling, customer relationship management and document control. Dependable self-starter and forward-thinker.
Overview
4
4
Languages
1
1
year of professional experience
Work History
Customer Service Associate
Sutherland Global Services
Hyderabad
10.2024 - 04.2026
- Handled international customer interactions via voice calls, chats, and emails daily.
- Provided accurate, timely solutions to improve customer satisfaction and experience.
- Managed multiple customer concerns while maintaining accuracy, quality, and professional communication.
- Provided customer support and guidance for complex complaints using an empathetic approach.
- Maintained accurate records of customer interactions and conducted timely follow-ups to enhance customer engagement.
- Utilised CRM systems like software - Genesys, Amazon, Flex, Zendesk effectively to track the customer interactions and personalise services.
- Served as a point of escalation for complex customer issues, capturing timely resolution to drive client retention.
- Collaborated with sales teams to identify customer needs, contributing to tailored solutions and increased sales opportunities.
- Built rapport with customers through courteous, professional communications.
- Thrived in fast-paced, target-driven environment, consistently meeting assigned KPI targets to support team objectives.
- Maintained accurate records of customer interactions, detailing inquiries, comments and resolutions for future reference.
- Assisted in the development of FAQs and support materials, reducing repetitive inquiry volume.
Education
B.Sc. - Nursing
Kamineni College of Nursing
LB Nagar01-2023
Intermediate - Science
Sri Chaitanya Junior Kalashala
Hyderabad01-2018
SSC - School
Royal Embassy High School
Hyderabad01-2016
Skills
- CRM software utilization
- Complaint resolution management
- Customer engagement
- Customer retention
- Complex problem-solving
- Time Management & Multitasking
- Target achievement
- Active listening
LANGUAGES
English
Advanced
C1
Urdu
Proficient
C2
Arabic
Beginner
A1
Hindi
Upper Intermediate
B2
Timeline
Customer Service Associate
Sutherland Global Services
10.2024 - 04.2026
B.Sc. - Nursing
Kamineni College of Nursing
Intermediate - Science
Sri Chaitanya Junior Kalashala
SSC - School
Royal Embassy High School