Summary
Overview
Work history
Education
Skills
Additional Information
Languages
Work availability
Quote
Timeline
Manager
ZOYA REHAN

ZOYA REHAN

Dubai,UAE

Summary

Dedicated and results-driven Customer Support Manager with a proven track record of leading high-performing teams to deliver exceptional customer experiences. Possessing a deep understanding of customer needs and a passion for fostering positive interactions, I am committed to optimizing support operations and driving customer satisfaction. Leveraging a unique blend of leadership skills, technical acumen, and strategic thinking, I excel in aligning support strategies with overall business goals .

Overview

6
6
years of professional experience

Work history

MANAGER

Byjus
Bengaluru, India
01.2022 - 08.2023
  • Led a team of 100+ customer experience representatives, fostering a culture of excellence, collaboration and continuous improvement
  • Implemented strategies to optimize customer interactions, resulting in a 97% customer satisfaction scores within 3 months for middle east customers
  • Oversaw daily operations, including call center management, email correspondence, and live chat support, ensuring timely and accurate responses to customer inquiries
  • Introduced and standardized customer service best practices, enhancing efficiency and consistency in service delivery across the team
  • Established and nurtured excellent relationships with internal and external stakeholders for collaborative success
  • Expertise in coordinating with diverse teams, including Product, Technical, Learning and Development, and
  • Salesforce CRM.
  • Applied expertise in team leadership to address productivity and performance issues, motivating staff to achieve KPIs.

ASSISTANT MANAGER

Byjus
Bengaluru, India
01.2020 - 01.2022
  • Managed social media, legal, and top management escalations, addressing issues promptly and effectively
  • Prepared weekly reports detailing social media escalations handled, showcasing resolution strategies and outcomes
  • Performance Management:
  • Conducted monthly one-to-one reviews with team members, providing feedback and guidance
  • Monitored daily targets to ensure team alignment with objectives and goals
  • Created comprehensive weekly performance reports, offering insights into team achievements and areas for improvement
  • Development and Counselling:
  • Developed individual development plans for team members, fostering skill enhancement and career growth
  • Provided counselling and support to team members when needed, promoting professional development and well-being.

PRODUCT SPECIALIST/EXPERT

Byjus
Bengaluru, India
11.2017 - 01.2020
  • Handled high volume of customer inquiries via phone, emails maintaining high level of professionalism and empathy
  • Resolved customer complaints effectively, turning negative experiences into positive outcomes and improving overall customer satisfaction
  • Utilized CRM software to track customer interactions, gather insights, and personalize services based on individual preferences
  • Participated in training programs to enhance product knowledge, service skills, and crisis management strategies
  • Leveraged User Research team's insights to shape product strategy effectively
  • Collaborated across cross-functional teams to translate user needs into actionable product requirements
  • Monitored key metrics (NPS, engagement rate, retention rate) for continuous improvement and optimized user experience.

Business Development Associate

Byjus
Bengaluru, India
06.2017 - 11.2017
  • Generated new leads and opportunities to maximise revenue.
  • Created and managed client contracts, negotiating positive, profitable terms to aid target revenue attainment.

Education

Bachelor of Technology - Computer Science

United College of Engineering and Research
Indi
August 2013 - 07.2017

Skills

TECHNICAL PROFICIENCY:

  • Salesforce
  • MS Office
  • Jira
  • Slack
  • Tableau
  • Google Sheets
  • Snowflake
  • Freshdesk

PROFESSIONAL ATTRIBUTES:

  • Analytical Skills
  • Communication Skills
  • TeamWork
  • Leadership
  • Time Management
  • Adaptability
  • Attention to Details
  • Critical Thinking
  • Interpersonal Skills
  • Result Oriented
  • Problem Solving
  • Handling Customer Enquiries
  • Customer Rapport

Additional Information

  • Visa : , Valid Visa

Languages

English
Fluent
Hindi
Native
Urdu
Intermediate

Work availability

Monday
Tuesday
Wednesday
Thursday
Friday
Saturday
Sunday
morning
afternoon
evening
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Quote

If you can’t feed a team with two pizzas, it’s too large
Jeff Bezos

Timeline

MANAGER

Byjus
01.2022 - 08.2023

ASSISTANT MANAGER

Byjus
01.2020 - 01.2022

PRODUCT SPECIALIST/EXPERT

Byjus
11.2017 - 01.2020

Business Development Associate

Byjus
06.2017 - 11.2017

Bachelor of Technology - Computer Science

United College of Engineering and Research
August 2013 - 07.2017

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ZOYA REHAN