Tabassum Bano

• Handle customer queries across Web chat, Emails, and Social platforms to ensure prompt resolution and satisfaction

• Efficiently manage multiple concurrent chat sessions, maintaining quality interactions and meeting customer needs effectively

• Collaborate with team members and leadership to exchange information, facilitate seamless communication, and implement process improvements

• Monitor live audits, providing real-time assistance to representatives and ensuring adherence to quality standards

• Provide comprehensive floor support, conduct learning sessions, and deliver coaching and feedback to agents for continuous improvement

• Supervise content and review tickets with meticulous attention to detail, ensuring accuracy and compliance with guidelines

• Analyze data to identify trends and patterns, leveraging insights to optimize operational performance and enhance customer experience

• Assist in driving key performance metrics of the team, contributing to overall success and productivity

• Supervise team activities in the absence of the Team Lead, ensuring seamless operations and maintaining high standards of performance

• Cascade client updates regarding process changes and policy revisions to the team on a daily basis, ensuring alignment and compliance

• Responsibility to maintain all the necessary database in geographic representation to resolve end user concern.
• Manage and prioritize several project of high priorities geographical data.
• Prepared accurate documents for customer and business needs.
• Evaluated customer needs and feedback to drive product and service improvements.