Summary
Work History
Education
Skills
Languages
Timeline
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Zedane Saud

Bangalore

Summary

Motivated and versatile Customer Support Associate with 3+ years of experience across domestic and international BPOs, handling customer service for well-known platforms like Amazon, Swiggy. CoinSwitch, and The Economist. Skilled in communication, issue resolution, and front desk management. Adept at using various CRMs and hotel software, with a drive to contribute effectively in customer-centric roles. Customer-oriented professional with background in customer support. Experienced in handling high volume calls, providing product information, and resolving customer complaints. Strengths include strong communication skills, problem-solving abilities, and adaptability to improve customer satisfaction. Previous roles have demonstrated significant improvement in customer relations by implementing innovative strategies.

Work History

Customer Support Associate

HRH Next Services
Bangalore
  • Company Overview: CoinSwitch
  • Delivered responsive customer care through inbound calls and chat.
  • Resolved cryptocurrency platform-related issues and account support.
  • Researched latest technology innovations to keep abreast with trend in digital transformation.
  • CoinSwitch

Customer Support Associate

FirstSource Solutions Ltd.
Bangalore
  • Company Overview: The Economist
  • Provided customer support for international clientele via chat and calls.
  • Assisted subscribers with account and content access queries.
  • Recommended changes in products, services, or policies to better meet customer needs.
  • Collaborated with sales team to develop strategies for improving customer retention rates.
  • Assessed customer needs to provide appropriate solutions for retention.
  • The Economist

Customer Support Associate

¡Energizer Pvt. Ltd.
Noida
  • Company Overview: Swiggy Instamart
  • Managed outbound calls and chat support for Swiggy's Instamart platform.
  • Provided real-time assistance to customers on order and delivery issues.
  • Recognized for excellent performance and quick resolution times.
  • Maintained detailed records of daily support activities and resolutions.
  • Diagnosed and resolved faults based on technical knowledge and use of pre-scripted repair trees.
  • Swiggy Instamart

Customer Experience Agent

Alorica Pvt. Ltd.
Bangalore
  • Company Overview: Amazon North America
  • Handled inbound customer calls for Amazon North America.
  • Resolved product, shipping, and service-related queries efficiently.
  • Coordinated with logistics department to ensure timely delivery of orders and address any shipping concerns.
  • Resolved customer complaints in timely and effective manner.
  • Helped management improve department and processes with real-time feedback.
  • Amazon North America

Escalation Desk PO

Rapido
Bangalore
  • Handled highly sensitive and urgent escalation cases involving rider behavior, including incidents such as harassment and safety concerns.
  • Provided calm, empathetic, and professional responses to distressed users, ensuring emotional support and swift resolutions.
  • Worked directly with the legal and safety teams to document and escalate cases appropriately.
  • Maintained discretion and professionalism in high-pressure situations.

L2 Escalation Desk

Noon in Minutes
Bangalore
  • Handled high-priority escalations for a hyperlocal delivery platform similar to Swiggy Instamart.
  • Resolved critical customer issues related to logistics, payments, and delivery failures.
  • Collaborated with internal teams to streamline operations and improve customer satisfaction.
  • Delivered detailed reports and feedback to improve resolution procedures.
  • Delivered exceptional customer service to bolster strong relationships and build positive experiences.
  • Approached and solved problems with initiative and sound judgment.
  • Documented, researched, and resolved customer service issues.

Education

High School - Science

Inventure Academy
Whitefield, Sarjapur
05.2015

Skills

  • Conflict resolution
  • Remote office availability
  • Multitasking Abilities
  • Team building
  • Data management
  • Organization and time management
  • Teamwork and collaboration
  • Friendly, positive attitude
  • Supervision and leadership
  • Microsoft office
  • Troubleshooting
  • Basic math
  • Attention to detail
  • Critical thinking
  • Effective communication

Languages

  • English, Proficient (C2)
  • Arabic, Proficient (C2)
  • Hindi, Proficient (C2)
  • Kannada, Upper Intermediate (B2)
  • Urdu, Proficient (C2)

Timeline

Customer Support Associate

HRH Next Services

Customer Support Associate

FirstSource Solutions Ltd.

Customer Support Associate

¡Energizer Pvt. Ltd.

Customer Experience Agent

Alorica Pvt. Ltd.

Escalation Desk PO

Rapido

L2 Escalation Desk

Noon in Minutes

High School - Science

Inventure Academy

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Zedane Saud