About
Customer Experience and Operations professional with 6+ years of experience in customer relationship management, escalation handling, reporting, and process improvement. Proven ability to enhance service efficiency through data analysis, Kaizen initiatives, and Lean Six Sigma practices. Award-winning performer with strong CRM, Salesforce, and analytics expertise.
Skills & Expertise (13)
Work Experience
Sr. Customer Expert Specialist
Honeywell International India
Jun 2021 - Present
Manage end-to-end customer interactions across email, voice, and social media channels, including escalations. Own customer issues from initiation to closure, while ensuring FCR adherence and high CSAT. Prepare operational and performance reports using Salesforce and Excel. Analyze customer volume trends to identify gaps and recommend process improvements. Contribute monthly Kaizen initiatives to improve service efficiency and customer experience.
Associate Customer Support
Tech-Mahindra Pvt. Ltd.
Aug 2019 - Jun 2021
Provided English voice-based customer support for Bell Canada. Resolved billing, service, and technical queries in a high-volume environment. Consistently met quality, productivity, and customer satisfaction benchmarks.
Education
B.SC (NON-MEDICAL with Computers) - MDU ROHTAK
- · Afghanistan
10th - C.B.S.E. Board
- · Afghanistan
12th - C.B.S.E. Board
- · Afghanistan
Certifications
Lean Six Sigma Green Belt Certification
· 2025
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Profile Overview
Availability Details
Visa Status
Citizen
Relocation
Open to Relocation
