Mehwish Fathima
Bengaluru
Summary
Accomplished customer service professional with extensive experience in customer care, quality assurance, and operations analysis. Demonstrated expertise in resolving complex customer issues and enhancing service quality through empathetic listening and effective communication strategies. Proven track record of leadership abilities, mentoring junior team members, and facilitating training sessions to improve team performance. Adept at managing customer feedback mechanisms and implementing process improvements to boost satisfaction and loyalty. Career goal: to leverage skills in a senior management role within a dynamic organisation focused on exceptional customer service.
Overview
6
6
years of professional experience
Work History
Advisor II, Customer Service
CONCENTRIX
09.2025 - 02.2026
- Assisted customers with inquiries and complaints related to health insurance plans.
- Provided information on benefits and charges for services applied for.
- Supported customers in understanding their insurance options.
- Resolved client queries and concerns promptly, demonstrating commitment to exceptional customer service.
- Analysed clients' insurance needs, recommending policies that offered comprehensive coverage.
Senior Customer Care Representative
FIRST ADVANTAGE
07.2024 - 10.2024
- Moved to the drug testing process to assist the team due to requirements.
- Resolved customer complaints with empathy and professionalism, leading to increased satisfaction and loyalty.
- Managed customer service inquiries via phone, email, and live chat, providing timely and accurate responses to questions and concerns.
- Used excellent and efficient problem-solving skills to address and resolve complex customer issues.
Senior Quality Analyst
FIRST ADVANTAGE
09.2022 - 07.2024
- Monitored employee interactions through calls, chats, and emails within assigned team.
- Reviewed customer feedback and complaints for identifying areas needing service and process improvements.
- Facilitated training sessions for junior analysts, focusing on quality assurance methodologies.
- Managed customer feedback mechanisms, addressing concerns to improve service quality.
Senior Operation Analyst
FIRST ADVANTAGE
04.2022 - 08.2022
- Promoted to senior level due to consistent high performance.
- Supported junior team members through coaching and guidance.
- Mentored junior analysts, providing guidance and support to foster professional development.
Operations Analyst
FIRST ADVANTAGE
Bangalore
09.2019 - 03.2022
- Answered inbound calls, chats and emails related to profile advantage process.
- Assisted candidates with completing application forms for background verification.
- Supported candidates through initial stages of verification process to ensure accuracy.
Customer Service/Executive Operations
AEGIS
05.2017 - 09.2018
- Answered international APAC inbound calls regarding hotel and flight bookings, cancellations, and modifications.
- Supported customers by providing accurate information and resolving booking issues promptly.
- Assisted team members within a group of 20 to ensure smooth call handling operations.
- Maintained excellent customer satisfaction by offering friendly, helpful and informative customer service.
- Maintained excellent customer satisfaction by delivering high-quality customer service and dealing with all matters appropriately.
- Followed-up on customer interactions to provide further support.
- Remained calm under pressure to handle customer complaints and solve problems.
Education
12TH PUC - 2015
TEACHER'S ACADEMY
01-2015
HIGH SCHOOL - 2013
GOOD YEAR ENGLISH HIGH SCHOOL
01-2013
BBA - Pursuing
MANIPAL UNIVERSITY
Skills
- Communication skills
- Leadership abilities
- Collaboration techniques
- Teamwork dynamics
- Computer proficiency
- Customer service
- Quality assurance
- Performance monitoring
- Communication strategies
- Empathetic listening
- Written and verbal communication
- Patience and perseverance
Languages
English
Kannada
Hindi
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Advisor II, Customer Service
CONCENTRIX
09.2025 - 02.2026
Senior Customer Care Representative
FIRST ADVANTAGE
07.2024 - 10.2024
Senior Quality Analyst
FIRST ADVANTAGE
09.2022 - 07.2024
Senior Operation Analyst
FIRST ADVANTAGE
04.2022 - 08.2022
Operations Analyst
FIRST ADVANTAGE
09.2019 - 03.2022
Customer Service/Executive Operations
AEGIS
05.2017 - 09.2018
12TH PUC - 2015
TEACHER'S ACADEMY
HIGH SCHOOL - 2013
GOOD YEAR ENGLISH HIGH SCHOOL
BBA - Pursuing
MANIPAL UNIVERSITY