Nazia Alisha
Hyderabad
Summary
Senior Customer Care Executive with expertise in elevating customer satisfaction through strategic problem-solving and planning. Utilized technical troubleshooting skills to resolve issues, enhancing client retention and operational efficiency swiftly. Demonstrated adaptability in communication styles, ensuring high-quality service delivery and customer engagement. Experienced in fast-paced environments and adaptable to last-minute changes. Thrives under pressure and consistently earns high marks for work quality and speed.
Overview
11
11
years of professional experience
Work History
Sr. Customer Care Executive - Tier 3 /Onboarding Specialist
LavuPOS Techologies India Pvt Ltd
Hyderabad
12.2019 - 05.2025
- Resolved customer inquiries and escalated complex problems when necessary.
- Managed multiple projects simultaneously while meeting deadlines under pressure.
- Monitored inbound calls, emails, chat messages, and other channels for incoming customer requests.
- Assisted with product onboarding, including account setup, feature configuration, and troubleshooting.
- Provided technical support to customers using SaaS products.
- Promptly followed up with customers after resolving their issues or responding to their inquiries.
- Maintained records of data communication transactions, problems, and remedial actions or installation activities.
- Performed testing on new features and products before release.
- Advised customers on product features and functionality based on their individual needs.
- Responded promptly to urgent matters requiring immediate attention.
- Documented all customer interactions, focusing on resolutions and follow-up actions taken.
- Provided prospective customers with essential information to aid in informed decisions.
- Analyzed performance metrics to identify trends and proactively address customer needs.
- Boosted customer satisfaction ratings by addressing inquiries and resolving issues promptly.
- Participated in weekly discussions regarding targets, achievements, and service metrics.
- Formulated strategies for enhancing customer service operations and procedures.
- Adapted communication style to engage diverse customer needs effectively.
- Troubleshoot online ordering issues, assisting customers with resolution processes.
- Onboarding MenuDrive accounts (Online Ordering Platforms)
- Onboarding Otter (Online Platform), DoorDash.
- Integrating Menudrive accounts with the DoorDash platform (online).
- Reported issues in bug tracking systems like JIRA
- Monitored bug resolution efforts and tracked successes.
- Documented, triaged, and managed defects in software and worked with developers to facilitate timely resolutions.
- Tested functionality, performance and compliance of each product against design specifications to maintain strong development standards and high customer satisfaction.
- Performed root cause analysis on identified issues to determine theorigin of problem.
- Conducted manual tests on multiple platforms, including web and mobile applications.
- Worked closely with developers to ensure defect resolution was achieved in a timely manner.
- Managed day-to-day operations of the Customer Care team, including scheduling shifts and assigning tasks.
Inside Sales and Support Manager
Innovate IT Solutions
Hyderabd
05.2014 - 07.2017
- Built sales forecasts and schedules to reflect desired productivity targets.
- Created reports on the overall performance of the inside sales team, including monthly revenue figures and client retention rates.
- Monitored daily sales activities of the inside sales team members through reports generated from the CRM system.
- Supported sales team members to drive growth and development.
Education
Bachelor of Arts -
SDLCE
Skills
- Customer service
- Technical troubleshooting
- Problem solving
- Effective communication
- Client relationship management
- Strategic planning
- Interpersonal communication
- Customer retention strategies
- Problem-solving aptitude
- Customer account management
- POS systems and ordering platforms
- Product knowledge
- Quality assurance
- Senior leadership support
- Persuasive attitude
- Customer service background
- Inbound call answering
Accomplishments
- Awarded by People's Choice for the year 2024
- I was the first to receive a promotion letter in May, as Tier 1, Band B+, from my batch
- Got a recommendation from Saleem Khatri (CEO)and many more colleagues for "Employee of the Month - May 2020"
- Received rewards and recognized as 'Care Special Awards - Gold for Q3 2020'
- Best Recognized by the Greater Lavu Team / Customer for June 2020
Languages
Urdu
First Language
English
Proficient (C2)
C2
Telugu
Advanced (C1)
C1
Hindi
Proficient (C2)
C2
Timeline
Sr. Customer Care Executive - Tier 3 /Onboarding Specialist
LavuPOS Techologies India Pvt Ltd
12.2019 - 05.2025
Inside Sales and Support Manager
Innovate IT Solutions
05.2014 - 07.2017
Bachelor of Arts -
SDLCE
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