Sameera Baksh Email & Phone Number

- Analyze all customer service measures (e.g., CSAT, FRT, NPS, AHT) and how the performance of the support team influences those KPIs.- Create ad hoc analyses using different data sets to better understand consumer satisfaction, and then present the findings, statistics, and conclusions to senior management in an open and understandable manner.- Monitor and analyze current procedures to thwart errors in the future and lower the likelihood of financial losses.- Coordinating detailed analysis of current procedures to spot operational flaws and offer efforts for process improvement to ensure smooth workflow.- Developed a performance dashboard to visualize key performance indicators, saving 10 hours per week of manual reporting labor (e.g., CSAT, average handle time, first response time (FRT)).

- Managed and streamlined the claim management processes, assessed the coverage and liability of the relevant accounts, and maintained customer information in CRM to the best of my ability in accordance with the company's rules and procedures.- Adhered to internal regulations and processing guidelines allowed for the effective resolution of all concerns relating to mobile devices and tablets while lowering claim expenses.- Implemented an escalated grievance resolution mechanism resulted in a 30% decrease in customer complaints.- Processed 60 calls per day efficiently and exceeded KPIs for all measures.

- Resolved product or service issues by clarifying consumer concerns, discovered the source of the problem, and explained the best remedy.- Provided direction and instruction to new customer service employees on how to handle enquiries from customers.- Earned a remarkable 95% satisfaction rating from respondents to a post-call poll of the clients.- Gained one-on-one customer care to 100+ accounts on a daily basis while successfully exceeding goals and expectations.- Cross-trained and provide support as necessary for additional customer service agents.

- Managed more than eight live chat conversations and provided real-time support for tasks like spotting possible sales opportunities, accommodating customer requests, and addressing customer problems.- Surpassed corporate objectives and expectations by providing top-notch customer service to daily 100+ accounts.- Achieved sales goals over a 24-month period with 97% customer satisfaction ratings thanks to efficient account management and prompt client problem response.- Implemented the proper escalation techniques, accelerated the settlement of client issues and complaints.

Bachelor Of Commerce - Bcom

Diploma Of Education, Computer Software Engineering