Zareen Mohammed
Dubai
Summary
Enthusiastic Senior Customer Service Representative with more than 5 years of customer service and order management experience adds value to business by providing outstanding customer service, engaging customers and building relationships with buyers. Exhibits strong command of company's customer service policies and remains well-trained in product knowledge to offer quick and accurate assistance to customers. Operates at high level to consistently meet or exceed business quality and productivity standards.
Overview
5
5
years of professional experience
Work History
Team Coach
PRISTINE E TELESERVICE PVT. LTD
06.2023 - 08.2024
- Strengthened interdepartmental communication by facilitating cross-functional meetings to align objectives and streamline workflows.
- Evaluated individual knowledge, skills, and strengths, and assigned team positions to maximize talent areas.
- Responsible for providing end to end coaching to Agent and especially to the Bottom Quartile.
- Maintaining the data of the team which I’m assigned to and checking agent’s performance on a weekly basis.
- Real time coaching provided to any of the agent who has received a DSAT.
- Discussing important updates process relates in regular team huddle everyday so that agents will be aware about the new process.
- Appreciate an Agent when they receive a CSAT with the Customer’s Verbatim.
- Discussing some tips and tricks to connect with the customer and give them what they’re looking for within AHT.
- Weekly connect with the Agent to check if they have any issues with the process and provide them a refresher on the topic which is difficult for them.
- Special attendance given to the bottom quartiles by giving them additional coaching and refreshers on KPI’s they’re struggling.
- Ensuring the bottom quartile come back stronger with the coaching's and refreshers given to them and maintaining their statistics on a different Excel file to see their standings.
- Checking the break schedule given by Work Force Management for the team and ensuring all the agents take their break and do not abuse their break Aux’s.
- Weekly connect with the Team Leader and Managers to show them the performance driven for the week and share them the Excel file with the updated stats.
Senior Customer Service Representative
PRISTINE E TELESERVICE PVT. LTD.
12.2021 - 06.2023
- Provided backup support during peak periods or staff shortages to ensure seamless service delivery to clients at all times.
- Established strong rapport with customers, fostering long-term relationships and repeat business.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Analyzed and addressed complicated customer issues that required advanced knowledge.
- Demonstrated excellent multitasking abilities by managing multiple concurrent tasks while ensuring timely completion.
- Engaged clients in person and over phone to answer questions and address complaints.
- Trained and directed new employees in call script use, conflict resolution, and data entry practices to boost customer satisfaction ratings.
Customer Service Representative
PRISTINE E TELESERVICE PVT. LTD.
11.2020 - 12.2021
- Deliver a positive experience that solves customers’ challenges in one call.
- Handled inbound calls and provided End To End resolution on a single call.
- Maintaining statistics, KPI’s on a monthly basis to check my personal performance.
- While working to resolve issues, also help drive sales on products and services that will keep them happy and connected.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Customer Service Representative
Firstsource Solutions
05.2019 - 11.2020
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
Education
XII - Commerce
Maharashtra HSC.
Pune03.2019
X - General Studies
Al Amal Indian School, Kuwait
Kuwait03.2017
Skills
- Team motivation
- Strategic thinker
- Active listening abilities
- Critical Thinking
- Customer Service
- Problem-solving abilities
- Active Listening
- Customer satisfaction measurement
- Customer Support
- Complaint resolution
- Quality Assurance
- Database Management
- Call center experience
- Live chat support
- CRM Software
- Customer Relations
- Inbound Call Management
- Call Center Operations
- Data Entry
- Administrative and Office Support
- Quality Assurance Controls
- Customer Retention Strategies
- Customer Relationship Management (CRM)
Accomplishments
- Awarded "Top Performer" certificate with PRISTINE E TELESERVICE during the month of May'21, Aug'21.
- Received "Top Subject Matter Expert" certificate during the month of Mar'24.
Languages
English
Hindi
Urdu
Arabic
Timeline
Team Coach
PRISTINE E TELESERVICE PVT. LTD
06.2023 - 08.2024
Senior Customer Service Representative
PRISTINE E TELESERVICE PVT. LTD.
12.2021 - 06.2023
Customer Service Representative
PRISTINE E TELESERVICE PVT. LTD.
11.2020 - 12.2021
Customer Service Representative
Firstsource Solutions
05.2019 - 11.2020
XII - Commerce
Maharashtra HSC.
X - General Studies
Al Amal Indian School, Kuwait
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