Syed Ehtesham Email & Phone Number

Islamabad, Pk

Islamabad

• A firm knowledge base of the TMT Sector of CapIQ Pro and how to navigate through it for clients' queries. • Achieved a 98.8% client satisfaction rate by promptly addressing and resolving an average of 6-7 C-level client inquiries daily.• Have maintained a 100% survey score rate with over 100 survey feedbacks. • Got recognized and stood first 3 times for 'Comment of the Week'.• Won the 'Golden Phone Award' multiple times, which is a recognition of the clients' 100% feedback. • Have played my part in designing the quarterly slide decks, outreach projects, and MediaCensus testing. • Schedules the meeting of the 451 clients with the research analysts, spread across different time zones. • Thoroughly diligent about the KPIs. • Resolves the clients' queries in the defined SLAs. • An exceptional knowledge of 'Salesforce.• Mentored and trained 2 new team members, resulting in a 30% reduction in the learning curve and quicker integration into the support team.• Streamlined support processes, decreasing average handling time by 20% and enhancing team efficiency.

Islāmābād, Pakistan

• Followed communication procedures, guidelines and policies.• Monitored the quality of emails, calls & chats and helped in further improvement • Looked after the online marketplace account status• Kept a record of customer complaints and issues regarding the product or service• Presented a monthly analysis regarding report for Refunds and Returns. • Provided appropriate solutions and alternatives within the time limit.• Took ownership of customer issues and followed up on problems right up to resolution.