Afreen Fatima Email & Phone Number

Mississauga, Ontario, Canada

Mississuaga

• Created Training Manuals and targeted at resolving simple and difficult customer issues.• Drove and achieved quality in business performance by leading retention strategy development and conflict resolution to improve overall support delivery.• Assisted Higher management in increasing employee productivity by establishing and monitoring customer care performance indicator service level metric and goal achievements. • Accomplished team goals by implementing knowledge transfer processes to share issues and improve sales initiatives and delivering 100% on compliance.• Assisted Management in the hiring process.

Mississauga, Ontario, Canada

● Handling high-level escalations by providing exceptional customer experience and proving first-call resolutions.● Mentored new hire employees on process and implemented training procedures.● Organized training workshops to improve the performance of the members who were lagging behind in terms of performance.● Ensuring and driving for all business KPI are meet both at the individual and team level.● Analyzed the individual performance and provided coaching and feedback to each team member and motivated them to perform even better and having fun.

Mississauga, Ontario, Canada

● Worked and Resolved cases based on billing disputes raised by customers by providing first call Complaint Resolution.● Researching, analyzing and providing resolution to customer billing complaints.● Answered between 60 to 100 calls per day related to any customer concerns● Educating customers about the new offers, discounts, and promotions and sold customers the different upgrading products available on their account.● Gathered customer feedback to improvise on the call quality and overall customer service experience.

Hyderabad Area, India