Sana Firoz
Banglore
Summary
Personable, friendly and solution-oriented professional with several years of experience in service and support. Customer-focused team player offering expertise in conflict mediation, time management and sales. Dedicated to customer loyalty and satisfaction.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Customer Relationship Officer(Airtel)
Telemax Communication
Delhi
01.2016 - 08.2021
- Analyzed customer feedback data to identify opportunities for improvement in customer service delivery.
- Provided technical assistance to customers in order to resolve their inquiries or complaints quickly and efficiently.
- Participated actively in team meetings focused on improving overall customer experience.
- Researched competitor offerings in order to maintain a competitive edge in the marketplace.
- Responded promptly to all incoming calls, emails, or other communications from customers.
- Provided training sessions for new Customer Relationship Officers on best practices for interacting with customers.
- Followed up regularly with existing customers in order to assess their satisfaction levels.
- Identified opportunities to upsell products or services to existing customers.
- Utilized CRM tools effectively in order to manage relationships with customers.
- Maintained detailed records of customer interactions, transactions, comments and complaints.
- Resolved customer complaints and inquiries promptly to maintain positive relationships.
Education
BCIBF - Bachelor in Commerce
Jamia Millia Islamia-
Delhi05-2019
High School Diploma -
Nalanda Public School-Delhi
08-2015
Skills
- Customer Relations
- Account Management
- Up-selling techniques
- Sales proficiency
- Task Prioritization
- Customer Account Management
- Billing Adjustments and Refunds
- Problem Resolution
Certification
- New Hire Induction Programs (Airtel/Telemax)
- English Competency course from British Council
- 3 Month Internship program in HR at Max Hospital Delhi
Languages
English
First Language
Personal information
Date of Birth :-08/-08/1998
Marital Status :-Married
Nationality :-Indian
Timeline
Customer Relationship Officer(Airtel)
Telemax Communication
01.2016 - 08.2021
BCIBF - Bachelor in Commerce
Jamia Millia Islamia-
High School Diploma -
Nalanda Public School-Delhi
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