Mizbah Khatoon
London
Summary
Motivated and adaptable professional with experience in customer service, digital marketing, and IT support. Skilled in managing customer relationships, resolving escalations, and supporting teams to achieve service delivery targets. Proficient in CRM tools, process improvement, and digital marketing strategies including SEO, social media, and content management. Strong technical foundation with knowledge of HTML, CSS, SQL, and Python, combined with excellent communication skills and fluency in multiple languages.
Overview
3
3
years of professional experience
7
7
years of post-secondary education
Work history
Senior Customer Service Associate
Teleperformance Global Service Private Limited
Hyderabad, India
08.2019 - 10.2022
- Developed customer-centric solutions to enhance satisfaction, loyalty, and advocacy by ensuring high-quality service delivery.
- Assisted and guided a team of 20 in resolving customer issues effectively, ensuring timely and accurate resolutions.
- Acted as a Senior Digital Officer, providing support with Customer Relationship Management (CRM) tools.
- Implemented process improvement initiatives and provided analytical reports to field teams for performance optimisation.
- Ensured service delivery met turnaround time targets in line with customer profiles.
- Consistently achieved daily targets while managing day-to-day operational responsibilities.
- Handled inbound and outbound customer calls, delivering professional support and issue resolution.
- Delivered transaction management services using the SAKSHAM tool.
- Managed escalated customer issues, ensuring timely, professional, and customer-focused resolutions.
- Identified training needs, coached team members, and enhanced skills to strengthen overall service quality.
Education
Master of Science - Digital Marketing
York St John University
London 01.2023 - 04.2025
Master of Business Administration - Human Resource Management
Osmania University
Hyderabad 07.2016 - 04.2019
Bachelor of Science - Mathematics, Electronics, Computer Science
Osmania University,
Hyderabad, India 05.2014 - 05.2016
Skills
- Customer Service & Support: Customer relationship management (CRM), handling escalations, inbound/outbound support, transaction management (SAKSHAM), service delivery improvement, process optimisation
- Digital Marketing: Social Media Marketing, SEO, Content Marketing, Email Marketing, Web Content Development, Market Research & Validation, Campaign Management
- Technical Skills: MS Office Suite, MS Access, Transaction Server Explorer, Libre Office, Web Design, HTML, CSS, AngularJS, SQL, Python, C, C#
- Communication & Leadership: Team support and training (20 members), problem-solving, coaching for skill enhancement, stakeholder engagement
- Analytical & Organisational Skills: Reporting, documentation, website maintenance, identifying trends, and implementing process improvements
- Languages: Fluent in English, Urdu, Hindi, and Telugu
Accomplishments
- Top Performer Award for General Insurance in an Organisation (January 2021).
- Top Performer Award in Personal Loan in an Organisation (August 2021).
- Outstanding Performance Award in General Insurance in an Organisation (December 2021).
- Certificate of Appreciation from Organisation for delivering the best service to the customers (August 2021).
Languages
English
Fluent
Hindi
Native
Telugu
Native
Urdu
Native
References
References available upon request.
Timeline
Master of Science - Digital Marketing
York St John University
01.2023 - 04.2025
Senior Customer Service Associate
Teleperformance Global Service Private Limited
08.2019 - 10.2022
Master of Business Administration - Human Resource Management
Osmania University
07.2016 - 04.2019
Bachelor of Science - Mathematics, Electronics, Computer Science
Osmania University,
05.2014 - 05.2016
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