Hi! My Name is Sameera and I have over 5 years of experience working in the business process outsourcing industry. Currently, I work as a Customer Experience Analyst at SquareTrade, where I supervise and perform an in-depth analysis of existing processes to prevent future inaccuracies and reduce the risks of financial losses by evaluating current trends with early detection of offenses and process breaches.
Previously, I have worked as a Customer Service Representative at SquareTrade & Live Chat Support Specialist at AT&T, improving services for our customers by resolving product or service problems, clarifying customer complaints; determining the cause of the problem, and explaining the best solution to solve the problem.
Competencies: HTML, CSS, JavaScript, Salesforce Reporting, Zendesk, Process Improvement, Customer Analytics, Customer Satisfaction & Relation, Data Compilation, Data Analysis.
If you want to know more about me, feel free to reach out at sameerabaksh9@gmail.com 😉
Experience
SquareTrade
May 2017 – Present
Customer Experience Analyst
Evaluate all customer service metrics (e.g CSAT, FRT, NPS, AHT) and create performance reports showing
how the support teams performance affects those KPIs.
Prepare ad-hoc analysis with diverse data sets to gain a better understanding of customer satisfaction and
create reporting templates achieving an 80% reduction in preparation time.
Built Performance dashboard to visualize core KPIs (e.g CSAT, Average Handle Time, First Response Time
(FRT)) saving 10 hours per week of manual reporting work.
Supervise and perform in-depth analysis of existing processes to prevent future inaccuracies and reduce
the risks of financial losses by 20% through evaluating current trends with early detection of offenses and
process breaches.
Identify risks and underperformance in specialists, and develop tailored plans to address the issues causing
the underperformance.
