Hi,
I hope you are doing great.
My introduction :
I am a highly dynamic,organized customer centric individual with 3 years of experience. I have cultivated creative problem solving ability over the years helped resolving the issues faced by the customers based in different Asia-Pacific countries also handled escalations dealing with most problemetic and potential fraud customers via emails, phone calls under the light of companies Service Operations Procedures . I have hybridly managed high volume of work in a deadline driven environment for a globaly operational company outsourced project. Over the years I have been maintaining all the performance benchmarks in forms of KPI's Quality, Csat, Adherence. I looking for a remote job to utilize my skills and experience.
Previous experiences:
Email Support (Remote) :
I have been providing technical support to customers via emails and phone calls with respect to nature of the cases. The nature of cases we were receiving were regarding app and website technical issues, subscribtion issues, reward program issues, fraudulently charged customers, vertical issues, refunds, promotions issues and disputes between vendors.
I have been working remotely all across pandemic and achieving performance benchmarks KPI's. We used to be connected via Google meet also keeping closer eye on updates channel Slack. It was a fast paced deadline driven remote work environment.
Escalations Executive :
The job description was to deal with most problemetic and fraud customers. The nature of cases I was receiving customers credentials being used fraudulently, disputes between delivery guys and customers cases not being addressed in reasonable timeline, refund disputes, harassment cases, threatning customers to report company to their local authorities. It was a greater responsibility and we had to deal with customers via phone calls and emails.
Professional Strengths :
Providing excellent customer experience strongly believe in providing first contact resolution addressing the issue within companies timeline and providing authentic information under the light of present updates that can help reataining customer
Motivated and experienced working in a fast paced environment.
Possess creative problem solving, critical thinking, time management skills .
The ability to adapt new processes in a limited time frame and always keeping colser eye on the updates channel .
Team player always trying to add more value by adapting unique methods to provide the best outcome in KPI's benchmarks and to meet the expectations.
Strong verbal and written communication skills and the ability to deeply understand the problem.
The ability to handle stress and calmly dealing with fussy, problemetic and potential fraud customers via phone calls or other way of communication.
Profound Regards
Ahmad Ali
