Tazeen Shaikh

• Interfaced with internal departments to ensure timely resolution of escalated cases.
• Investigated customer complaints and identified root cause of the issue.
• Developed solutions to improve customer service experience.

As a Customer Service Executive, I was responsible for delivering high-quality support and ensuring a positive customer experience through efficient communication and problem-solving. My key responsibilities and accomplishments included :

• Handled inbound and outbound customer inquiries via phone, resolving issues related to products and orders.
• Maintained a customer satisfaction rate of over 90%, consistently meeting or exceeding service level targets and KPIs, such as Resolution Rate (RR), Average Handle Time (AHT), and Customer Satisfaction (CSAT).
• Trained and mentored new team members, sharing best practices, and helping maintain service quality across the team.

This role strengthened my communication, empathy, and conflict-resolution skills, while deepening my understanding of customer-centric service in a fast-paced, high-volume environment.

I worked as a Quality Assurance Analyst for one year, in alignment with evolving business needs. My responsibilities focused on maintaining service quality standards, and ensuring process compliance. Key tasks and achievements included:

• Monitored and evaluated customer interactions (calls, chats, and emails) to ensure adherence to quality standards, scripts, and company policies.
• Provided detailed feedback and coaching to customer service representatives to improve communication, accuracy, and overall service delivery.
• Identified process gaps and recurring issues, compiling insights into actionable reports for team leads and management.
• Assisted in updating quality guidelines and training materials based on product updates and customer feedback trends.
• Collaborated with operations and training teams to align QA metrics with business objectives and drive continuous improvement.
• Helped maintain high customer satisfaction by ensuring consistent and professional service across all customer touchpoints.

This experience enhanced my analytical thinking, attention to detail, and understanding of service quality metrics and continuous improvement frameworks.