Sameer Khan

- Manage 100+ daily chats, handling two chats simultaneously, with query breakdowns including 50% streaming issues/error messages, 20% plan inquiries and sales,10% title and product feedback, 5% plan changes, accessibility, and device support, and 15% suspicious activity and compromised account recovery.

- Maintain consistently high CSAT scores (85–89), well above the target of 78, ensuring business retention and competitive performance.

- Earn high incentives from both Sutherland and Netflix for exceptional service and customer satisfaction, recognized as "Superstar of the Quarter” and awarded "Best Chat RCR Winner” (Q2 2022) for outstanding performance.

- Received a ₹2,000 Amazon voucher for achieving the highest CSAT scores over a six-month period.

- Provide global chat support with a strong understanding of various country cultures and *data protection laws, tailoring solutions to meet diverse customer needs.

- Handle 60–70 Indian voice support calls daily, addressing streaming, internet, and auto-payment issues with empathetic and solution-oriented approaches.

- Specialize in retention strategies, successfully retaining 5 out of 10 customers through effective problem-solving, offering alternatives, and empathetic communication.

- Deliver seamless customer experiences by thinking outside the box, ensuring customers return to streaming with a smile.

- Work remotely, consistently managing high performance, top CSAT scores, and balancing work and home responsibilities effectively.

Handled 40+ customer emails daily, with 30 focused on award point distribution, 5 addressing point miscalculations, and 5 resolving general inquiries, ensuring timely and accurate responses to maintain customer satisfaction.

- Promoted to Social Media Expert due to exceptional performance, managing 100+ messages daily across platforms like WhatsApp and Facebook, addressing queries on earning points, maximizing rewards, linking health devices/apps, and resolving point-related issues.

- Ensured first-contact resolution for all social media queries, preventing reassignment and meeting performance targets while maintaining a fun and engaging customer experience.

- Demonstrated excellent communication skills by providing clear, concise, and accurate responses to customer inquiries, contributing to high customer satisfaction and team success.

- Developed strong problem-solving skills by addressing point miscalculations and technical issues, ensuring quick resolution and customer retention.

- Consistently met and exceeded performance metrics, showcasing the ability to thrive in a fast-paced, high-pressure environment.

- Maintained high accuracy in all tasks, ensuring seamless customer interactions and contributing to the overall success of the team.

Handled 30–60 inbound calls daily, with 80% focused on resolving internet-related issues and 20% on plan sales, consistently achieving a high conversion rate on sales-related calls.

- Demonstrated exceptional customer service and communication skills by addressing customer inquiries, concerns, and complaints, ensuring 100% follow-up and resolution through timely technician assignments and daily reporting using pivot tables.

- Managed customer billing and payment processing (cash, cheques) at the reception desk, maintaining accurate transaction records and ensuring seamless financial operations.

- Oversaw cash inward/outward management, including creating daily discount bills for 16 engineers (fuel and food allowances of ₹220 per person) and managing corporate office bills ranging from ₹20,000 to ₹50,000 daily.

- Frequently entrusted with multiple roles and responsibilities due to proven reliability, strong work ethic, and ability to thrive under pressure, earning the trust of management.

- Developed technical aptitude by troubleshooting internet connectivity and login issues, ensuring quick resolution and customer satisfaction.

- Utilized CRM tools and maintained detailed records of customer interactions, ensuring accurate and organized data management.

- Consistently delivered excellent communication and problem-solving skills in a fast-paced environment, ensuring customer retention and satisfaction.