Sana Khan

• Communicated with customers to identify needs and expectations.
• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
• Provided excellent customer service by efficiently resolving issues and responding to inquiries.
• Took ownership of customers issues to follow problems through to resolution.
• Kept accurate records of all customer interactions and transactions.
• Coordinated timely responses to online customer communication and researched complex issues.
• Developed and implemented customer care policies, procedures and regulations necessary to satisfy customer base.

Worked on Tools

• Avaya
• CRM

• Enhanced customer satisfaction by providing timely and accurate responses to inquiries via chat platform and email.
• Resolved customer complaints effectively, resulting in increased customer loyalty and retention.
• Developed rapport with customers by actively understanding to their concerns and empathizing with their situations.
• Responded to customer inquiries and provided accurate information about products and services via live chat and email platform.
• Resolved customer complaints by identifying problems, suggesting solutions and implementing corrective action.
• Trained and supported new team members, maintaining culture of collaboration.
• Train and educate employees on Parameters.
• Participate in internal and external quality audits and assist in the development of audit reports. Conduct daily quality checks and identify any errors or non-compliance issues within the process.
• Identify areas for improvement in the performance of team members and communicate them to the Assistant Manager.

Worked on Tools

• Nuance
• SAP & AWB
• Salesforce
• Ensek

• Coordinated daily logistics operations for efficient package distribution.
• Managed communication between departments to streamline workflow processes.
• Scheduled shipments and deliveries using UPS logistics software systems.
• Facilitated communication between different departments in order to resolve issues quickly.
• Acted as network administrator by creating accounts and managing permissions for users.
• Assisted customers in creating accounts for ordering supplies systems.

Scheduling pickup services and amendment to account information email address, change of address, contact information.

Worked on Tools

• Salesforce
• Avaya
• Pea(Creating accounts)
• QWS (Making Changes to account)