MS Office
AMTUL SABHA
Customer Support/ Admin
Abu Dhabi
Summary
Pursuing full-time role that presents professional challenges and leverages interpersonal skills, effective time management, and problem-solving expertise.
Overview
1
1
year of professional experience
3
3
Languages
Work History
Teleperformance
Axis Bank
09.2022 - 12.2023
- Handle inbound and outbound customer calls, emails, or chats in a professional manner, providing timely responses to inquiries.
- Assist customers in troubleshooting issues with products or services, and ensure a resolution is reached promptly.
- Maintain a strong understanding of the company’s products, services, and policies to effectively assist customers.
- Ensure customer satisfaction by providing exceptional service, actively listening to customer concerns, and offering appropriate solutions.
- Accurately log customer interactions, inquiries, and feedback into the system for tracking and reporting purposes.
- Promote products and services where appropriate, and cross-sell/up-sell based on customer needs and company guidelines.
- Meet or exceed performance metrics, such as response time, call resolution time, and customer satisfaction scores.
- Work closely with team members and management to ensure smooth operations and to meet team goals.
- Identify and escalate complex or unresolved customer issues to higher-level support or management for resolution.
- Provide feedback to management regarding customer feedback, product issues, or service improvements.
- Adhere to all company policies, procedures, and quality standards while interacting with customers.
- Supervise and motivate a team of customer service representatives to meet daily and monthly performance targets.
- Conduct regular training sessions to enhance the skills of customer service agents, ensuring they are up-to-date on product knowledge and customer service techniques.
- Monitor team performance through call audits, quality assurance reviews, and performance metrics to ensure compliance with company standards.
- Provide one-on-one coaching to team members, offering constructive feedback and recognition to improve performance and customer satisfaction.
- Address team conflicts or challenges and offer solutions to maintain a productive and harmonious work environment.
- Prepare reports on team performance, customer feedback, and operational efficiency for upper management.
- Identify areas for operational improvements and collaborate with management to implement new processes or workflows.
- Handle escalated customer issues and ensure they are resolved quickly and effectively.
- Serve as a liaison between the team and upper management, ensuring transparent communication on policies, updates, and objectives.
Education
M.COM - Commerce
Osmania University
Hyderabad 04.2001 -
B.COM - COmmerce
Jagruti Degree College
Hyderabad 04.2001 -
S.S.C - Secondary High School
Momin High School
Hyderabad 04.2001 -
Skills
Friendly, positive attitude
Teamwork and collaboration
Computer skills
Customer service
Microsoft office
Problem-solving
Team management
Flexible and adaptable
MS office
Data entry
Microsoft Word
Verbal communication
Accomplishments
- Promotions: Note promotions or role changes
- Publications: Mention published articles, research, or presentations.
Software
Timeline
Teleperformance
Axis Bank
09.2022 - 12.2023
M.COM - Commerce
Osmania University
04.2001 -
B.COM - COmmerce
Jagruti Degree College
04.2001 -
S.S.C - Secondary High School
Momin High School
04.2001 -
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