User's Cover Picture

Salmoon Perviz Bhatti

My name is Salmoon Perviz Bhatti and I have been working as a Quality Assurance Analyst at Mindbridge for 6 and half years.

Intro

Lahore, Pakistan

Customer Support Executive at Mindbridge

Studied Higher Secondary Certificate at Pakistan Adventist Seminary School and College

Studied Secondary School Certificate at Pakistan Adventist Seminary School and College

Joined February 12, 2022

Skills

Languages

English

-

Fluent

Urdu

-

Native or Bilingual

About

With 6 and a half years of experience in the Business Process Outsourcing (BPO) industry, I have developed a diverse skill set as both a Customer Service Representative (CSR) and a Quality Assurance (QA) professional. My work experience has provided me with a comprehensive understanding of customer support management and a strong focus on quality assurance. As a CSR, I have honed my communication skills and excelled in handling customer inquiries, billing questions, payments, and service requests. I have a proven track record of delivering exceptional customer service, anticipating customer needs, and resolving problems promptly to ensure customer satisfaction. My ability to provide fast and friendly service, while maintaining a high level of professionalism, has contributed to positive customer experiences. In my role as a QA professional, I have been responsible for ensuring the quality and accuracy of customer interactions and support processes. Throughout my BPO career, I have actively participated in policy updates and changes, keeping the team informed and assisting in training initiatives. I have successfully handled escalated complex issues, making authoritative decisions and resolutions when necessary. My attention to detail and adherence to quality standards have been instrumental in documenting and resolving customer service issues. Overall, my combined experience as a CSR and a QA professional in the BPO industry demonstrates my ability to provide exceptional customer support while ensuring the highest levels of quality and adherence to established processes. I am a dedicated and motivated professional with a strong commitment to customer satisfaction and continuous improvement in both customer service delivery and quality assurance practices.

Loading...

Experience

Mindbridge

Dec 2020 – Present

Lahore, Pakistan

Customer Support Executive

Keep the team updated on relevant policy changes affecting customers or support processes. Handled escalated complex or high- level issues demanding authoritative decisions or resolutions. Assisted team members by researching and preparing training on updates and changes. Empowered employees to independently resolve problems and disputes. Covered daily office workloads through effective staffing and resource coordination. Motivated employees to continuously grow knowledge and enhance abilities. Improved staff performance through continuous monitoring and training updates. Supervised work of office, administrative, and customer services employees to verify adherence to quality standards deadlines, and proper procedures. Maintained detailed records of daily support activities and resolutions, documented, researched, and resolved customer service issues. Followed up with customers to offer support and check resolution satisfaction.

Mindbridge

Aug 2018 – Dec 2020

Lahore, Pakistan

Customer Support Representative

Handled customer inquiries, billing questions, payments and service requests. Anticipated needs and resolved problems to keep customers happy. Delivered fast and friendly service regarding questions and service complaints. Managed customer calls efficiently in a fast- paced call center environment. Answered numerous inbound calls daily to handle various safety related concerns.

Education

Pakistan Adventist Seminary School and College

Aug 2016 – Aug 2018

Intermediate of Science, Pre- medical ( FSc) , Higher Secondary Certificate

Pakistan Adventist Seminary School and College

Aug 2014 – Aug 2016

Metric, Secondary School Certificate