MOHAMMED NAZIA
Hyderabad
Summary
Resourceful Support Officer known for high productivity and efficient task completion. Specializes in customer service, technical troubleshooting, and data management. Excels in communication, problem-solving, and adaptability to ensure seamless support operations and positive client interactions.
Overview
6
6
years of professional experience
Work History
Customer Service Professional
FOUNDEVER CRM INDIA PRIVATE LIMITED
10.2025 - Current
- Delivered seamless omni-channel support for an average of 50 customer interactions through chat and calls regarding customer inquiries about Klarna payment schedules, credit limits, and pay-in-3 structures, maintaining a 95% CSAT score.
- Minimized payment delinquencies by proactively guiding users through the Klarna app interface to manage extensions and modify payment plans, improving first contact resolutions by 90%.
- Audited dispute accounts inside Klarna's merchant portal, identifying systemic billing and saving the customer's amounts in potential non-payment write-offs.
- Managed the Klarna Financial Hardship process, empathetically assisting customers facing financial difficulties to establish realistic, sustainable payment restructuring plans.
- Utilized CRM software to track customer interactions, improving response times and service quality.
E SUPPORT OFFICER
24-7 Intouchcx
12.2023 - 07.2025
- Resolving customer concerns and helping them with their queries through chats and calls.
- Handling live chats with dual and three concurrent users depends on the volume of the chats and calls.
- Upsell and cross-sell the products according to the needs and wants of the customer.
- Establishing a positive rapport with the customer through chat, call, and email.
- Escalating the issue to the dedicated team for a quick resolution.
- Provided technical support to customers, resolving issues efficiently and enhancing user experience.
- Utilized CRM software to track customer interactions, improving response times and service quality.
- Collaborated with team members to streamline troubleshooting processes, fostering a more efficient workflow.
- Trained new staff on support protocols and tools, ensuring consistent service delivery and knowledge retention.
BACK CHECK E-CALLER
Ranstand
08.2020 - 10.2021
- Persuaded potential customers to purchase products through tailored sales pitches, enhancing customer engagement.
- Cultivated strong relationships with prospective clients through strategic outbound calling campaigns, contributing to lead generation.
- Addressed customer inquiries with professionalism and courtesy, ensuring a positive customer experience.
- Provided knowledgeable and timely responses to information requests.
Education
B.Com - Computers
Jahanavi Degree College Osmania University
06-2023
Class XI - undefined
Keyes Junior College Board of Intermediate Education
04-2020
Class X - undefined
Keyes Girls High School Board of Secondary Education
03-2018
Skills
- Customer service
- Product knowledge
- Effective communication
- Conflict resolution
- Time management
- Adaptability
- Computer proficiency
Interests
Listening to Music, Painting
Timeline
Customer Service Professional
FOUNDEVER CRM INDIA PRIVATE LIMITED
10.2025 - Current
E SUPPORT OFFICER
24-7 Intouchcx
12.2023 - 07.2025
BACK CHECK E-CALLER
Ranstand
08.2020 - 10.2021
Class XI - undefined
Keyes Junior College Board of Intermediate Education
Class X - undefined
Keyes Girls High School Board of Secondary Education
B.Com - Computers
Jahanavi Degree College Osmania University
DISCLAIMER
I hereby declare that the above-mentioned details are true to the best of my knowledge.