Hoor Anjum Shariff

Monitor key performance indicators (KPIs) and metrics to assess team performance and identify areas for improvement.

Handle complex or escalated customer issues generated through client platforms, providing timely and effective resolutions while maintaining high levels of customer satisfaction within client standards.

Collaborate with other departments to implement process or quality improvements and ensure seamless customer interactions.

Conduct regular quality assurance checks on customer interactions to ensure compliance with company & client standards.

Analyze data to identify trends, areas for improvement, and opportunities for enhancing customer service within client standards.

Handling Customer queries through Calls, chats and emails.

• Managed multiple projects simultaneously, delivering results within tight deadlines while maintaining high-quality standards.
• Strengthened communication between departments, facilitating a seamless flow of information for faster decision-making processes.
• Spearheaded process automation initiatives, reducing manual efforts required in day-to-day operations tasks significantly.
• Improved team productivity by implementing effective workflow strategies and time management techniques.

• 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.
• Improved resolution time with effective problem-solving for customer complaints.
• Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
• Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
• Collaborated with product team to communicate customer feedback, resulting in product enhancements.
• Addressed customer inquiries to ensure satisfaction and foster positive service experience.
• Customized support strategies for high-priority clients to ensure their specific needs were met.

• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
• Responded to customer requests for products, services, and company information.
• Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
• Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
• 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.