Sana Perveen

Results-driven Customer Service Trainer and Learning and Development Specialist with a proven track record in designing and delivering comprehensive training programs that enhance employee performance, engagement, and organizational efficiency. Expertise in Instructional Design, Training Needs Analysis (TNA), on-the-job training (OJT), refresher training, soft skills development, and escalation management facilitates the creation of interactive and scalable learning solutions tailored to address real-world customer service challenges in the BPO industry. An MBA in Human Resource Management and Marketing complements a strong foundation in business strategy with a focus on people development. Committed to cultivating a continuous learning culture that drives measurable improvements in team effectiveness, customer satisfaction (CSAT), first-call resolution (FCR), and overall operational outcomes.

• Singing – Enhancing creativity and confidence through music.
• Cooking – Experimenting with cuisines and building patience and attention to detail.

• Achieved 100% Output (pass rate or KPI achievement) in every training batch, ensuring trainees met or exceeded performance benchmarks.
• Honored with the "Best Performer" Award for achieving all KPIs, including AHT (Average Handling Time), FCR (First Call Resolution), CSAT, and quality scores.
• Designed and delivered OJT and refresher programs that significantly reduced customer escalation trends and improved first-call resolution.
• Developed soft skills modules (empathy, handling difficult customers, communication) that contributed to higher CSAT and quality scores.

Amazon Customer Service App Redesign-

Redesigned Amazon app’s support screen to simplify access to customer agents. Added clear “Contact Agent” button and call-back feature, improving user satisfaction and reducing navigation steps.