Zishan Zacharia

• Delivered timely support using chat, email, and Loom, maintaining an average first-response time under X minutes and achieving a customer satisfaction score (CSAT) of XX%.
  • Managed multiple customer accounts and ensured project deliverables were completed on time, contributing to a 20% improvement in client retention.
  • Collaborated with the operations team to implement process enhancements based on customer feedback, improving support efficiency by X%.
  • Played a key role in monitoring productivity metrics and proposing actionable improvements, which led to a measurable uplift in resolution rate and team output.
• Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
• Coached and mentored junior team members, contributing to their professional growth and development.

• Handled 50+ daily customer queries regarding LG consumer electronics, achieving a resolution rate of 95%+ while maintaining excellent service quality.
• Proactively tracked order status and managed product updates to resolve escalations, improving turnaround time by 30%.
• Created and maintained Excel dashboards to report recurring issues and process delays, helping the team reduce ticket backlog by 15%.
• Recognized for consistent top performance in quarterly CSAT scores and nominated as a mentor for new hires.

• Managed high volume of inbound calls while maintaining a professional demeanor and ensuring timely resolution of issues.
• Described product and service details to customers to provide information on benefits and advantages.
• Leveraged strong interpersonal skills to build lasting relationships with customers, fostering brand loyalty and repeat business.
• Collaborated with cross-functional teams to improve overall customer experience within the company.