Khubroo Firoze
Customer Support
Kolkata
Summary
Customer support professional with a proven track record at Amazon, excelling in problem-solving and communication. Achieved over 95% quality assurance scores while mentoring teams to enhance performance. Skilled in customer communication, issue resolution, and team collaboration. Strong in problem-solving, call support, chat-based assistance, and maintaining customer satisfaction in dynamic and high-volume environments and consistently driving high satisfaction rates and fostering client loyalty. Multilingual with a commitment to excellence.
Overview
4
4
years of professional experience
3
3
Languages
Work History
Virtual Customer Support (North America)
Amazon
09.2023 - Current
- Provide customer assistance for North American clients through virtual platforms.
- Focus on customer satisfaction, problem-solving, and chat-based communication.
- Mentor team members to achieve high performance and efficiency.
- Handle 50+ customer interactions per shift with accuracy, and empathy.
- Ensure compliance with company policies, and maintain 95%+ quality assurance scores.
- Consistently achieve top performance metrics, including high customer satisfaction, and low escalation rates.
Customer Service
Startek Aegis – (Flipkart)
08.2022 - 09.2023
- Handled customer inquiries and complaints for Flipkart with professionalism.
- Managed large volumes of daily calls and emails while ensuring accurate issue resolution.
- Consistently achieved customer satisfaction scores above 90%, and contributed to team performance goals.
- Provided exceptional customer service, resulting in increased client retention rates.
- Upheld high standards for customer service and led by example.
BPO Associate
Recuva Company
04.2022 - 06.2022
- Assisted clients in resolving technical and billing issues.
- Developed communication and negotiation skills.
- Increased customer satisfaction by resolving complex issues and providing exceptional service at all times.
BPO Associate
MAHE Technology
08.2021 - 01.2022
- Enhanced communicative and technical abilities while delivering quality service.
- Assisted in handling customer queries and service requests to ensure smooth operations and client satisfaction.
Education
Bachelor of Science - B.Sc. in Media Science And Filmmaking
Ilead Institute
Kolkata 04.2001 -
Higher Secondary Education -
The Frank Anthony Public School
Kolkata, India 04.2001 -
Skills
Customer service
Customer Relationship Management
Teamwork and collaboration
Active Listening
Excellent Communication
Team Leadership
Conflict Resolution
Problem-Solving
Adaptability
Multilingual
Timeline
Virtual Customer Support (North America)
Amazon
09.2023 - Current
Customer Service
Startek Aegis – (Flipkart)
08.2022 - 09.2023
BPO Associate
Recuva Company
04.2022 - 06.2022
BPO Associate
MAHE Technology
08.2021 - 01.2022
Bachelor of Science - B.Sc. in Media Science And Filmmaking
Ilead Institute
04.2001 -
Higher Secondary Education -
The Frank Anthony Public School
04.2001 -