Falak Gowhar
Dubai
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
6
6
years of professional experience
7
7
years of post-secondary education
5
5
Certifications
3
3
Languages
Work History
Customer Support Team Leader
Hedge & Sachs
06.2023 - Current
- Maintained close relationships with key clients through frequent check-ins and updates on their account status or ongoing support requests.
- Analyzed reports, surveys and completed support assessments to improve first call resolution.
- Conducted ongoing reviews of program financial systems to assess cost control measures.
- Analyzed product information to verify accuracy and drive corrective actions to closure.
- Led and executed customer support team strategy to reach company support goals.
- Built strong relationships with field operations team to support business development opportunities and improve service.
- Managed customer service effectiveness by monitoring performance and assessing metrics.
- Facilitated regular meetings with the customer support team to discuss challenges faced, share best practices, and encourage collaboration.
- Resolved customer service issues using company processes and policies and provided updates to customers.
Retention Analyst (SAC)
American Express
01.2023 - 06.2023
- Focus on retaining existing businesses by delighting customers and finding solutions to resolve all customer queries and follow established procedures.
- Work with customers to increase brand loyalty and revenue.
- Provide superior customer experience to Business and Consumer card members
- Adherence to quality and compliance guidelines
- Ability to take quick decisions and respond to customer inquiries
- Provide alternatives and apply call handling skills to ensure best possible solutions and FCR to card members
- To identify the profile and need of the customer and leverage these details to offer the best suited benefits/products to the customer.
Customer Engagement Specialist
American Express
02.2022 - 01.2023
- Responsible for giving responses upon customer complains as well as solving them on real time basis.
- Manage the customer consumer and Business Accounts and handle customer requests, orders and complaints.
- Coordinate and communicate with company's internal departments and escalate the customer feedback or complaints to the relevant department.
- Creating positive interactions with our customers every day from curating a unique travel or lifestyle experience to helping them with their everyday needs.
Customer Service Associate
FIS Global Business Solutions India Pvt. Ltd
01.2020 - 01.2022
- Responsible for attending customer needs, complaints and resolving customer queries at the real time
- Having hands-on experience in salesforce.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Social Media Analyst
CasaStays2 Pvt. Ltd
09.2019 - 01.2020
- Boost online presence of the company by using social media platforms.
- Build company's online presence and brand awareness through use of social media networks like Facebook, Twitter, Instagram.
- Advise other employees on their social media activity (e.g. how to respond to comments and questions by customers and what to share on personal or company accounts)
- Research how emerging social networks and features can benefit our company.
- Monitor social media platforms and how new updates or features can impact audience behavior or content performance
Senior Associate
Zomato Media Pvt. Ltd.
02.2019 - 09.2019
- Taking care of orders disputed which were raised by the clients and investigate them on real time and raising settlement if required.
- Worked for Client Restaurant visibility on the app to get more business for their restaurant.
- Handled multiple departments after being recognized as the reliable employee, whenever a certain department required assistance.
- Helps in onboarding, retention along with restaurateur experience and real time payment settlements.
- Ensure that merchants are fully equipped with the knowledge and infrastructure required to fulfill online orders.
- Effective communication across departments to help maintain seamless operations on a day-to-day basis.
Education
B.Tech - Civil Engineering
Punjab Technical University
Chandigarh 07.2014 - 07.2018
10+2 Senior Secondary Certificate Education - Medical+Maths
Govt Girls Higher Secondary School
J&K 01.2011 - 12.2012
10th Secondary Certificate Education - Science
Guru Nanak Public School
J&K 01.2010 - 12.2010
Skills
Multitasking
Leadership
Direct Sales
Revenue Generation
AutoCAD
MS Office
CMS
Certification
Data Analytics: Graph Analytics
Timeline
Customer Support Team Leader
Hedge & Sachs
06.2023 - Current
Retention Analyst (SAC)
American Express
01.2023 - 06.2023
Customer Engagement Specialist
American Express
02.2022 - 01.2023
Customer Service Associate
FIS Global Business Solutions India Pvt. Ltd
01.2020 - 01.2022
Social Media Analyst
CasaStays2 Pvt. Ltd
09.2019 - 01.2020
Senior Associate
Zomato Media Pvt. Ltd.
02.2019 - 09.2019
B.Tech - Civil Engineering
Punjab Technical University
07.2014 - 07.2018
10+2 Senior Secondary Certificate Education - Medical+Maths
Govt Girls Higher Secondary School
01.2011 - 12.2012
10th Secondary Certificate Education - Science
Guru Nanak Public School
01.2010 - 12.2010
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