UMME SALMA
SENIOR CONSULTANT - CUSTOMER SUPPORT
Bangalore
Summary
A skilled customer support professional with over 4 years of experience, specializing in delivering high-level support and operational efficiency. Skilled in resolving customer issue efficiently maintaining high satisfaction ratings, and building strong client relationships, committed to upholding company values and enhancing the overall customer experience.
Overview
5
5
years of professional experience
3
3
Languages
Work History
Senior Consultant - Customer Support
IntouchCX
10.2022 - 01.2025
- Responding to player queries via in-app support or email.
- Followed predefined workflows for common issues( e.g., account recovery, purchase problems ).
- Educated players using Help Center articles and FAQ’s.
- Escalated complex or policy-sensitive cases to next level team for further check.
- Identify recurring issues or customer pain points and suggest enhancements to workflows or knowledge base articles.
- Work closely with colleagues and supervisors to share insights, discuss challenging cases, and ensure a cohesive support experience.
- Engage in ongoing training to refine customer service skills and stay updated on best practices.
Digital Interaction Advisor
24/7.ai
05.2020 - 10.2022
- Provided exceptional customer support via email and chat by consistently exceeding satisfaction targets.
- Efficiently resolve customer queries and complaints, demonstrating strong problem solving abilities.
- Documented each interaction in the CRM system.
- Maintain a calm and professional conduct in high pressure situations.
- Focus on positive resolution experiences and contribute to CSAT and NPS goals.
- Ensuring accurate customer interaction documentation and resolution in the dedicated tools.
- Consistently met or exceeded targets for response times.
Education
Bachelor - Computer Application
Mountain View College | Kuvempu University
Skills
Active listening
Personal details
Name: Umme Salma
DOB: 26/01/1993
Husband: Haseeb Imran
Hobbies: Sketching, applying mehendi, cooking, listening music
Disclaimer
I here by declare that the information provided is true and to best of my knowledge and if any discrepancies are found, my selection can be cancelled.
Place: Bangalore
Timeline
Senior Consultant - Customer Support
IntouchCX
10.2022 - 01.2025
Digital Interaction Advisor
24/7.ai
05.2020 - 10.2022
Bachelor - Computer Application
Mountain View College | Kuvempu University