SUFIYA BEGUM Z
Bangalore
Summary
Results-driven Customer Service Manager experienced in achieving and exceeding daily, weekly, and monthly SLA targets. Resolved customer complaints efficiently, contributing to consistently high customer service scores. Collaborated with teams, demonstrating strong analytical and leadership skills to enhance service delivery.
Overview
12
12
years of professional experience
Work History
Senior chat Associate
Concentrix
Bangalore
04.2025 - 03.2026
- Successfully managed a high volume of chats daily, utilising data-driven insights to identify trends and improve response times.
- Contributed to customer interactions by resolving inquiries and concerns efficiently across various chat platforms, ensuring high-quality support.
- Built rapport with customers through strong communication, enhancing overall experience and satisfaction.
- Collaborated with cross-functional teams to streamline processes, resulting in a 20% increase in customer satisfaction ratings over a six-month period.
- Developed and implemented chat templates that improved consistency and efficiency, further supporting the team's goals for excellence in customer service.
- Trained and mentored new associates on best practices, fostering team knowledge and reducing onboarding time.
Customer Service Representative
247.Ai
Bangalore
04.2023 - 11.2023
- Maximised customer satisfaction by resolving service issues promptly.
- Addressed customer service enquires quickly and accurately.
- Managed inbound calls for US clients, providing assistance and solutions to enhance customer satisfaction.
- Assisted customers with product-related questions, feedback and complaints.
Sr.customer support Associate
Mphasis
Bangalore
04.2014 - 05.2016
- Provided exceptional customer support by promptly addressing inquiries and resolving issues via multiple channels, including phone, email, and chat.
- Achieved high customer satisfaction ratings, driving a 20% increase in positive feedback over six months.
- Collaborated with cross-functional teams to enhance service delivery processes, resulting in a 15% reduction in average response time.
- Trained and mentored junior associates, fostering collaboration and elevating overall team performance.
- Recognised as Employee of the Month for outstanding performance and dedication to customer excellence.
- Generated detailed reports on customer interactions, utilising data to identify trends and implement strategic improvements.
- Actively participated in feedback sessions, providing insights that shaped the development of new service tools and resources.
Education
PUC - Commerce
Rural Institute of Open schooling
Bengaluru, KA01-2022
SSLC -
St. Joseph Girls High school
Bengaluru, KA01-2005
Diploma - Computers
Goodwill polytechnic for women
India01-2011
Skills
- Excel
- Process improvement
- Customer relations
- Service
- Training and development
- Feedback integration
- Communication planning
- Leadership skills
- Chat support
Languages
Hindi
Urdu
English
Custom
- Seasoned professional with 4+ years of experience in Customer and Client Service Management.
- Managed the Daily, Weekly and Monthly SLA Targets assigned by the process.
- Handled Customer Complaints and Concerns to ensure their issues have been resolved at the earliest.
- Proven track record of best Customer Service scores and meeting SLA month on month.
- Team player with strong analytical and leadership skills.
Timeline
Senior chat Associate
Concentrix
04.2025 - 03.2026
Customer Service Representative
247.Ai
04.2023 - 11.2023
Sr.customer support Associate
Mphasis
04.2014 - 05.2016
PUC - Commerce
Rural Institute of Open schooling
SSLC -
St. Joseph Girls High school
Diploma - Computers
Goodwill polytechnic for women