ZOHA IRUM FATIMA
Hyderabad
Summary
Finance professional holding a Master's degree with extensive experience in customer service operations in the financial and telecommunications industries. Improved operational efficiency and customer satisfaction by utilizing analytical skills and problem-solving capabilities. Committed to applying deep knowledge of international banking processes to foster growth and produce high-quality outcomes.
Overview
3
3
Languages
1
1
Certification
10
10
years of professional experience
Work History
Sr. Representative Operations
Concentrix
01.2026 - Current
- Resolved customer inquiries across Concentrix contact center channels.
- Managed escalated cases using CRM and ticketing systems.
- Documented calls, actions, and follow-up notes in client records.
- Provided guidance on HSBC banking services to enhance customer understanding.
Senior Customer Service Associate
Tech Mahindra
Hyderabad
03.2025 - 10.2025
- Assisted customers with billing and troubleshooting, resolving account issues effectively.
- Reviewed and documented disputed transactions to maintain accurate customer service records.
- Developed expertise in Verizon operational procedures.
Senior Customer Service Associate
Synchrony Financial International Services
Hyderabad
10.2016 - 12.2021
- Escalated complex service issues to internal teams and supervisors, ensuring timely resolution and improved customer satisfaction.
- Provided support for private label credit card services to enhance customer satisfaction.
- Trained new team members on proper service methods and evaluated service delivery through quality assurance program, enhancing overall service quality.
- Participated in special projects to enhance customer experience with brand's products and services, contributing to higher customer engagement.
Education
MBA - Finance
Amjad Ali Khan College of Business Administration
BSc 3rd year - Computers
Madina degree college for women
Intermediate - Math's, Physics, chemistry
Villa Marie Junior College
10th (SSC) - -
Words Worth High School
Skills
- Microsoft Office
- Basics of SQL
- Communication Skills
- Product and Process Knowledge
- Problem-Solving Ability
- Customer Relationship Management (CRM)
- Time Management
- Conflict Resolution
- Attention to Detail
- Leadership and Team Collaboration
- Transaction dispute review
JOB RESPONSIBILITIES:
Certification
Participation in TECHNOFUN, Professional Email Writing
Languages
Urdu
First Language
English
Proficient
C2
Hindi
Proficient
C2
Timeline
Sr. Representative Operations
Concentrix
01.2026 - Current
Senior Customer Service Associate
Tech Mahindra
03.2025 - 10.2025
Senior Customer Service Associate
Synchrony Financial International Services
10.2016 - 12.2021
MBA - Finance
Amjad Ali Khan College of Business Administration
BSc 3rd year - Computers
Madina degree college for women
Intermediate - Math's, Physics, chemistry
Villa Marie Junior College
10th (SSC) - -
Words Worth High School