United Arab Emirates
May 2024 – Present • Proactively identify and resolve technical issues to minimize customer effort. • Collaborate with IT teams via Problem Management for permanent solutions. Email/Chat Support – SMB – Dec 2022 – Apr 2024 • Delivered efficient support via email/chat for SMB clients. • Resolved inquiries and issues with high satisfaction rates. TOP 200 Enterprise Team – Jan 2022 – Nov 2022 • Provided dedicated support to top 200 enterprise clients. • Handled escalated cases and ensured prompt solutions. Business Section Frontline Staff – Feb 2021 – Dec 2021 • Assisted business enterprise and SMB clients with complex issues. • Maintained CRM records and monitored satisfaction levels.
• Provided clerical and administrative support to ensure efficient office operations • Handled correspondence, document preparation, and record management (digital & physical) • Scheduled and coordinated meetings, travel, and team activities • Assisted with data entry, reports, and basic accounting tasks • Maintained front-desk duties and supported internal communications • Ensured accuracy, confidentiality, and compliance with company procedures • Recognized for organizational skills, attention to detail, and multitasking in fast-paced environment
• Promoted from CSR to Back Office Executive. • Managed confidential data and prepared reports. • Handled VIP accounts and escalated cases. • Provided technical support and data analysis reporting.
• Develop new strategies for customer retention activities. • Respond to customer queries and address service complaints in a timely manner. • Perform customer negotiations and reach a fair conclusion from both business and customer perspectives. • Provide tailored responses that match the caller’s expectations and demonstrate a sense of urgency for their request. • Builds strong rapport by utilizing interpersonal skills, asking clarifying questions, and anticipating client needs • Advanced technical support. • Analyze highly complicated billing statements. Resolves billing disputes. • Provide solutions or promotional offers designed to retain the client.
• Assists customers by handling more complex/technical issues associated to postage meters like PC-related software difficulties, network and firewall related connection issues, etc. • Email support. Chat support. • Analyze productivity reports. • Calibrate customer service representatives for quality assurance. •Takes supervisory calls, highly escalated calls. • Creates excel reports using several reporting/presentations like pivot tables and sends these to the clients onshore.