Summary
Overview
Work History
Education
Skills
Certification
Personal Information
Timeline
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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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Zaahira Farheen