Saida Zainab SM

• Delivered multi-channel support (phone, email, chat) for high-volume global customers.
• Used Salesforce, Zendesk, and internal CRM tools to manage customer records, track escalations, and monitor service quality.
• Handled escalation tickets efficiently, ensuring compliance with SLAs and exceeding CSAT targets.
• Partnered with cross-functional teams to resolve recurring issues, improving first-contact resolution rates.
• Contributed to continuous improvement initiatives that reduced repeat contacts and enhanced customer experience.

• Answer and address client needs and complaints via phone calls.
• Provide efficient and accurate solutions to clients, while ensuring their satisfaction.
• Listen actively to callers, clarify information, and handle difficult situations professionally.
• Build trustworthy relationships with clients and team members.

· Handled complex customer complaints while maintaining professional communication.

· Processed refunds, managed account inquiries, and documented cases in CRM systems.

· Mentored and trained new staff on customer service protocols and CRM navigation.

• Developed relationships with clients to understand their needs and preferences.
• Conducted product demonstrations to showcase features and benefits effectively.
• Managed customer inquiries through phone, email, and in-person communications.
• · Conducted product demonstrations for prospective customers, increasing conversion rates.
• · Engaged with clients to identify needs and provide tailored solutions.

• Delivered multi-channel support through phone, email, and chat, ensuring prompt resolution of client issues.
• Assisted with customer onboarding and product walkthroughs to enhance adoption and satisfaction.
• Identified trends in customer issues and provided insights to management, refining FAQs and reducing repeat contacts.
• Utilized CRM platforms (Salesforce, Zendesk) for logging interactions, managing tickets, and tracking engagement.
• Collaborated with sales and product teams to upsell features, driving revenue growth.
• Built and maintained long-term client relationships focused on loyalty and retention.
• Supported training for new hires, sharing best practices for communication and CRM usage.
• Consistently achieved or surpassed KPI targets such as Average Handling Time (AHT) and First Contact Resolution (FCR).

• Assisted customers with inquiries through phone and chat support.
• Resolved complaints efficiently while maintaining a positive customer experience.
• Documented customer interactions in the ticketing system for future reference.