Zaahira Farheen
New Delhi
Summary
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
2026
2026
years of professional experience
5
5
years of post-secondary education
2
2
Certifications
Work History
Senior Customer Service Associate
American Express
Gurugram
08.2024 - Current
- Implemented measures to ensure compliance with industry regulations, protecting both customers and the organization from potential liabilities.
- Increased customer retention and customer success through active listening, empathy, and tailored assistance for individual needs.
- Proactively addressed customer concerns approximately 50-70 calls a day in order to prevent escalations and complaints.
- Collaborated with cross-functional teams to address client servicing promptly, resulting in faster resolutions and increased client satisfaction.
- Streamlined the onboarding process for new customers, ensuring timely product setup and managing end to end verification and onboarding through seamless integration.
- Provided expert advice to customers regarding product features, usage, and best practices, enhancing their overall experience with the company.
- Analyzed client feedback to identify areas of improvement, leading to the implementation of new processes and procedures for increased customer success and seamless client servicing.
Analyst
Accenture
Gurugram
8 2022 - 05.2024
- Validated results and performed quality assurance to assess accuracy of data.
- Performed budget analysis to control expenditures and predict future budget needs.
- Identified and resolved problems through root cause analysis and research.
- Handling Google Ads Advertisers across U.S and Canada & UK to help expand the business and marketing goals.
- Utilized machine learning algorithms to analyze historical data, leading to more informed strategy development.
- Enhanced customer retention through personalized follow-up and proactive outreach initiatives.
- Worked closely with technical support teams to troubleshoot and resolve complex issues maintaining open lines of communication with affected clients throughout resolution process.
- Supported budgeting processes by providing accurate forecasts and timely variance analyses.
- Enhanced team collaboration, sharing best practices and working together to resolve complex issues.
- Mentored new hires within Customer Success team contributing towards overall improvement in team performance and cohesion.
- Conducted in-depth data analysis to identify trends and improve overall customer experience.
- Enhanced client retention through proactive communication and relationship-building efforts.
- Reduced churn rates identifying at-risk customers early on and implementing tailored strategies aimed at retaining their business.
Senior Customer Service Representative
British Airways
Gurgaon
01.2021 - 08.2022
- Handled approximately 50-70 client’s enquiry every day about their tickets including modification, creating, etc.
- Assisted customers with product selection, troubleshooting and problem resolution.
- Proactively addressed customer concerns in order to prevent escalations and complaints.
- Mastered active listening skills to understand customer needs and provide tailored solutions.
- Escalated issues to proper supervisors when standard processes were not effective.
- Streamlined booking processes, resulting in reduced operational costs and increased efficiency.
- Implemented effective time management techniques to balance multiple priorities without sacrificing quality or accuracy in task completion.
Senior Associate
Cognizant Technologies
Gurgaon
11.2019 - 07.2020
- Worked for Google My Business campaign.
- Greeted customers and offered assistance for increased customer satisfaction.
- Utilized customer feedback to improve product offerings.
- Monitored customer service metrics and performance indicators to identify areas of opportunity.
- Track the performance of GMB features and initiatives, identify areas for improvement, and develop data-driven recommendations for optimization.
- Contributed to the development of business strategies by providing data-backed insights and recommendations through weekly follow-ups.
EA Sports
Ienergizer India Private LTD
Noida
08.2017 - 11.2019
- Worked as a customer service executive handling technical, in-game and accounting issues.
- Proven ability to develop and implement creative solutions to complex problems handling in-game queries.
- Gained strong leadership skills by managing projects from start to finish.
- Worked effectively in fast-paced environments. Handling minimum 70 calls daily.
- Exercised leadership capabilities by successfully motivating and inspiring others.
- Championed in all Product certifications and team engagements.
- Passionate about learning and committed to continual improvement.
Education
Bachelor of Arts - English Hons
BNMU
Madhepura, Bihar 05.2011 - 08.2014
High School(10+2) - Arts Education
CBSE
Bihar 01.2008 - 03.2010
Skills
- Multitasking Abilities
- Problem-Solving
- Data analysis
- Business needs analysis
- Microsoft Excel expertise
Certification
Google ads Optimisation
Personal Information
Timeline
Senior Customer Service Associate
American Express
08.2024 - Current
Senior Customer Service Representative
British Airways
01.2021 - 08.2022
Senior Associate
Cognizant Technologies
11.2019 - 07.2020
EA Sports
Ienergizer India Private LTD
08.2017 - 11.2019
Bachelor of Arts - English Hons
BNMU
05.2011 - 08.2014
High School(10+2) - Arts Education
CBSE
01.2008 - 03.2010
Analyst
Accenture
8 2022 - 05.2024
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