Zahra Hussaini

Convergys

01.2021 - 08.2025

Assisted customers with inquiries via phone and chat, ensuring timely and accurate responses.
Managed customer accounts in CRM software, maintaining updated information for service efficiency.
Provided support for troubleshooting technical issues related to products and services.
Collaborated with team members to implement process improvements for enhanced customer experience.
Monitored service performance metrics to identify areas for improvement and adjust strategies accordingly.
Engaged customers proactively to foster positive relationships and loyalty through exceptional service experiences.
Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.

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