MS Excel
ALISHA SULTANA
Bengaluru,KA
Summary
CAREER OBJECTVE :To work in an organization where I can grow professionally and personally, which will enable me to continue to enhance my analytical and observation skills to help meet the company objectives.
WORK SUMMARY: 7 years of experience in international voice process as Sr.CSR. Good experience in handling the customers with good communication skills and detailed level of explanation. Well versed with the necessary soft spoken skills to easily probe and handle customer concerns. Well aware of customers emotions and how to take the control of the call and objection handling.
Overview
6
6
years of professional experience
12
12
years of post-secondary education
3
3
Language
Work History
Trainee Technical Support
Pole to Win
Bangalore, Karnataka
08.2019 - 01.2020
- Was primarily working with Rockstar Games to resolve customer issues via emails. The errors were usually in-game relating to both game running and hardware compatibility.
- Helped with any issues in-game as well including assisting with purchases for any collectibles and missions.
Senior Customer Services Consultant
Zenpower Technologies
Bangalore, Karnataka
10.2017 - 05.2019
- Was into the Used AutoParts business. Primarily handling customer service and helping customers with the replacement,refunds and returns of any parts in case of damage or defect on them.
- Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting.
- Actively listened to customers' requests, confirming full understanding before addressing concerns.
- Worked with customers to understand needs and provide excellent service.
Senior Customer Services Executive
Aegis ITPL
Bangalore, Karnataka
01.2017 - 10.2017
- Expedia process wherein I helped the customers with their flight bookings, hotels and packages.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Identified issues, analyzed information and provided solutions to problems.
- Exceeded goals through effective task prioritization and great work ethic.
Customer Service Representative
Firstsource Solutions Limited
Bangalore, Karnataka
11.2015 - 12.2016
- Helping customers with their Car/Automotive Insurance to either modify or cancel the same.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Recommended products to customers, thoroughly explaining details.
Senior CS Executive
Alorica India Pvt Ltd
Bangalore, Karnataka
01.2020 - 10.2020
- Doordash in the USA is like Swiggy/Zomato in India. Helped customers via chat or email regarding any issues with their orders.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity..
- Handled multiple calls per day to address customer inquiries and concerns.
Customer Service Team Lead
SamHar Ventures Pvt Ltd
Bangalore, Karnataka
10.2020 - 12.2021
- Stepped up to assist customer service manager with complaints and issues during times of department short staffing.
- Coached new team members on service techniques and provided scoring through quality assurance program.
- Provided primary customer support to external customers.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Developed dynamic ownership skills by resolving challenging situations and asking in-depth questions of customers.
- Used Excel and CRM to keep records of customer interactions, customer accounts and file documents.
- Prepared Excel reports by collecting and analyzing customer information.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
Education
High School Diploma -
Al-Ameen Primary & High School
01.2002 - 01.2012
High School Diploma -
Smt VHD Central Institute of Home Science
Bangalore 03.2012 - 04.2014
Skills
Customer services
undefinedAccomplishments
- Been recognized as one of the best customer service representative in the previous organizations for taking over the call control and objection handling
- Received the 2nd Prize in Mehendi Designing while competing with 50 others schools
- Received trophies and medals for active participation in Sports
- Certified for doing shows on DoorDarshan
- Received prizes and certificates for participating in various activities and inert-school competitions like handwriting, essay writing, flower arrangement, bridal makeup, vegetable carving, clay modeling, mehendi designing, face painting, drawing and painting.
Additional Information
- CURRICULAR ACTIVITIES , Participated in Inter-School & Inter-Collegiate Sports & Other Competitions. Participated in the college level cultural Activities. Did Various Shows on DoorDarshan. HOBBIES : , Interesting In Designing & Various Activities.
Software
MS Word
MS Power Point
CRM
Timeline
Customer Service Team Lead
SamHar Ventures Pvt Ltd
10.2020 - 12.2021
Senior CS Executive
Alorica India Pvt Ltd
01.2020 - 10.2020
Trainee Technical Support
Pole to Win
08.2019 - 01.2020
Senior Customer Services Consultant
Zenpower Technologies
10.2017 - 05.2019
Senior Customer Services Executive
Aegis ITPL
01.2017 - 10.2017
Customer Service Representative
Firstsource Solutions Limited
11.2015 - 12.2016
High School Diploma -
Smt VHD Central Institute of Home Science
03.2012 - 04.2014
High School Diploma -
Al-Ameen Primary & High School
01.2002 - 01.2012
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