Sana Ashraf
SRINAGAR
Summary
Detail-oriented and results-driven Senior Customer Service Associate with nearly two years of progressive experience in customer support, operations management, and team leadership. Adept at driving service excellence, resolving complex customer issues, and translating business strategies into efficient, actionable service processes. Proven ability to foster cohesive teams, streamline workflows, and enhance customer satisfaction through data-driven decision-making and performance optimization. Seeking to contribute my skills, passion for continuous improvement, and customer-first mindset to a forward-thinking organization that values operational efficiency, innovation, and exceptional service delivery.
Overview
5
5
years of professional experience
Work History
British Telecom
08.2025 - 04.2026
- Handled sales and upselling of broadband, mobile plans, and SIM services by understanding customer needs, recommending suitable packages, achieving sales targets, managing activations, and ensuring excellent customer service.
Senior Customer Representative Executive
Fidelity Information Services (FIS)
04.2023 - 05.2025
- Spearheaded day-to-day customer service operations, ensuring prompt resolution of inquiries and consistently meeting service level agreements (SLAs) and customer satisfaction targets.
- Collaborated with cross-functional teams to identify process inefficiencies, implementing solutions that improved workflow efficiency and reduced customer response time.
- Translated strategic business objectives into actionable plans for the team, resulting in enhanced operational performance and alignment with organizational goals.
- Mentored and coached a team of junior associates, fostering a high-performance environment and improving team productivity and morale.
- Played a key role in service recovery initiatives, addressing escalated concerns with a calm and solution-focused approach that significantly improved customer retention rates.
- Contributed to the redesign of SOPs (Standard Operating Procedures), aligning them with current business needs and industry best practices.
- Leveraged data-driven insights from customer feedback and service reports to recommend performance improvements, leading to a measurable increase in customer satisfaction scores.
- Supported the transition of service operations during business changes (e.g., scaling, process shifts), ensuring continuity without compromising quality or timeliness.
- Consistently recognized for professionalism, dependability, and commitment to delivering exceptional customer service experiences.
- Achieved or exceeded monthly performance targets in key metrics such as CSAT, AHT, and FCR for consecutive months.
Customer Relationship Management
IJRDO
04.2022 - 04.2023
- Built and maintained strong relationships with clients to ensure high levels of customer satisfaction and retention.
- Acted as the primary point of contact for client inquiries, complaints, and feedback, resolving issues promptly and effectively.
- Implemented CRM strategies to enhance customer engagement and improve service quality.
- Collaborated with sales and marketing teams to develop targeted campaigns based on customer behavior and feedback.
- Monitored and analyzed customer data using CRM software to identify trends and areas for improvement.
- Prepared regular reports on client interactions, feedback, and satisfaction metrics for senior management.
- Trained and supported internal teams on CRM tools and customer service best practices.
- Ensured all customer interactions were documented accurately in the CRM system.
- Improved customer retention rate through proactive relationship management.
- Reduced customer response time by streamlining communication workflows.
- Played a key role in the successful rollout of a new CRM system across departments.
- Key Achievements
Education Consultant
Byju's (Remote)
08.2021 - 12.2021
- Interacted with prospective students and parents to understand their learning needs and academic goals.
- Provided expert guidance on BYJU'S learning products, explaining their features, benefits, and how they align with curriculum standards.
- Conducted detailed counseling sessions to suggest suitable learning programs and personalized solutions.
- Converted leads generated through marketing campaigns into sales by building trust and delivering value-based consultations.
- Followed up with potential leads through calls, emails, and virtual meetings to ensure timely conversions.
- Maintained detailed records of interactions in the CRM system and tracked sales metrics and performance targets.
- Collaborated with internal teams for customer onboarding, support, and post-sale follow-ups.
- Consistently achieved or exceeded monthly and quarterly sales targets.
- Recognized for delivering high-quality counseling sessions leading conversion rate.
- Contributed to a high customer satisfaction score through personalized engagement and efficient support.
- Key Achievements
Education
B.tech - Mechanical Engineering
University of Kashmir
01.2021
Senior Secondary - undefined
Govt. Girls Higher Secondary Kothibagh
01.2015
Skills
Customer Relationship Management (CRM)
Operations & Process Management
Performance Metrics & Reporting
Service Excellence & Quality Assurance
Strategic Execution
Conflict Resolution & Escalation
Handling Communication & Interpersonal Skills
Adaptability & Problem Solving
Tools & Platforms
Languages
English
Hindi
Urdu
Kashmiri
Interests
Reading, Sports and Fitness Activities, Volunteering and Social Impact
Timeline
British Telecom
08.2025 - 04.2026
Senior Customer Representative Executive
Fidelity Information Services (FIS)
04.2023 - 05.2025
Customer Relationship Management
IJRDO
04.2022 - 04.2023
Education Consultant
Byju's (Remote)
08.2021 - 12.2021
B.tech - Mechanical Engineering
University of Kashmir
Senior Secondary - undefined
Govt. Girls Higher Secondary Kothibagh