Summary
Overview
Work History
Education
Skills
Timeline
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Ilma Jamal

CUSTOMER SERVICE REPRESENTATIVE
Rampur

Summary

A versatile and results-driven professional with extensive experience in client-facing roles, excelling in problem-solving, team leadership, and strategic decision-making. I began my career as a Customer Support Associate, where I cultivated strong critical thinking and campaign management skills while delivering exceptional service to international clientele. Over time, I have enhanced my communication expertise and developed a nuanced understanding of diverse cultural dynamics, enabling me to build lasting relationships and effectively collaborate with clients across the globe.

Complementing extensive customer service experience, I have actively engaged in Binance P2P trading for over 1.2 years, honing expertise in digital finance, crypto ecosystems, and user-centric platforms. I offer a powerful combination of client service skills and fintech insight, ready to contribute to forward-thinking, growth-oriented teams.

Overview

3
3
years of professional experience
15
15
years of post-secondary education

Work History

Customer Service Representative

Amazon Development Centre Ind Pvt Ltd
04.2024 - Current
  • Delivered high-level customer support via phone to North American clients across three critical service verticals—Account Change, Retail, and Heavy Bulky—resolving multifaceted inquiries with precision, tact, and professionalism.
  • Investigated and mitigated sensitive account issues, including compromised access, recovery failures, and identity updates, while ensuring full compliance with stringent data protection regulations and internal security protocols.
  • Crafted customized solutions by conducting thorough needs analysis and employing Amazon’s sophisticated support systems tailored to the North American market.
  • Sustained operational excellence in high-pressure environments by efficiently managing extensive call volumes while consistently achieving and surpassing key performance indicators such as FCR, AHT, and CSAT.
  • Demonstrated agility and cross-functional mastery by seamlessly transitioning between three distinct departments, maintaining exceptional accuracy, responsiveness, and attention to detail.
  • Liaised with internal escalation teams and specialized departments to address complex or high-priority cases, ensuring a seamless and resolution-focused customer experience.
  • Maintained subject-matter expertise by staying abreast of ongoing policy changes, regional updates, and system enhancements, thereby guaranteeing the delivery of timely and accurate information.
  • Commended by leadership for unwavering dedication to service excellence, adaptability in high-stakes scenarios, and consistent contributions to team performance goals.

Customer Service Associate

Teleperformance
09.2023 - 02.2024
  • Provided end-to-end support for Vanilla Visa and AMEX card services to customers in the USA, UK, and Canada, ensuring accurate resolution of card-related inquiries across both voice and chat channels.
  • Efficiently managed 60–80 daily interactions during peak periods such as national holidays, maintaining high service standards in a high-pressure, fast-paced environment.
  • Handled a broad range of issues including card activation, transaction disputes, fraud concerns, and account troubleshooting, all while adhering to strict compliance and data security protocols.
  • Adapted communication approaches to meet regional expectations, consistently delivering customer-centric support with empathy, clarity, and professionalism.

Customer Service Associate

Tech Mahindra
07.2022 - 08.2023
  • Delivered precise and professional support across multiple channels, expertly resolving a broad spectrum of complex customer inquiries with accuracy and urgency.
  • Optimized Average Call Handling Time (ACHT) while driving exceptional First Contact Resolution (FCR) rates, consistently exceeding efficiency and quality benchmarks.
  • Leveraged advanced interpersonal skills—including empathy, emotional intelligence, and adaptability—to de-escalate challenging situations and foster positive customer experiences.
  • Maintained unwavering commitment to service excellence, thriving in high-pressure environments and consistently surpassing organizational performance standards.

Education

B.Sc - Botany

Government Raza Post Graduate College
Rampur, UP
01.2021 - 01.2024

High School -

St. Paul's Senior Secondary School
01.2009 - 01.2021

Skills

  • Proficient in Microsoft Excel, Microsoft Office, and PowerPoint

  • Basic experience in digital image editing

  • Strong problem-solving aptitude

  • Developing effective decision-making skills

  • Binance P2P Trading & Crypto Wallets

  • Trade Execution & Risk Management

  • Multitasking and Time Management

  • North America (NA) Customer Support

  • Product knowledge

  • Improving Customer Experience

Timeline

Customer Service Representative

Amazon Development Centre Ind Pvt Ltd
04.2024 - Current

Customer Service Associate

Teleperformance
09.2023 - 02.2024

Customer Service Associate

Tech Mahindra
07.2022 - 08.2023

B.Sc - Botany

Government Raza Post Graduate College
01.2021 - 01.2024

High School -

St. Paul's Senior Secondary School
01.2009 - 01.2021

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Ilma JamalCUSTOMER SERVICE REPRESENTATIVE