Mehwish Sheikh

• Chat Support: Provided real-time chat assistance, resolving customer queries on billing, packages, and technical issues with 95%+ customer satisfaction
• Inbound Calls: Managed high-volume inbound calls prioritising first-call resolution while maintaining professionalism and empathy under pressure
• DSAT Recovery Agent: Identified dissatisfied customers, conducted root-cause analysis, and implemented recovery protocols to retain accounts and enhance CSAT/DSAT scores
• Social Media Handling: Monitored and addressed customer complaints and queries across Facebook, Instagram, and X, safeguarding brand reputation

• Listen attentively and provide empathetic support during customer interactions to enhance customer satisfaction.
• Manage high call volumes to maintain service levels and support team objectives.
• Share customer insights and feedback in team meetings to inform service improvements.

Facilitated daily banking operations, compliance, banking policy, and customer relationship management.

Carried out day-to-day duties accurately and efficiently.

Quickly learned and applied new skills to daily tasks, improving efficiency and productivity.

Successfully delivered on tasks within tight deadlines.