Fathima Nazreen +1-603-***-**** adwsmp@r.postjobfree.com Milford, NH

Dedicated Customer Service Representative who provides exceptional customer service through active listening and problem solving. Exceptional computer aptitude and telephone etiquette. Customer oriented and successful at problem solving issues and handling customer support in a timely manner.

Synopsis

Have experience in Call Monitoring and quality check.

Having strong analytical skills (Data collection and analysis).

Tracking Projects performances and handle resource management, time, and day to day activities.

Previous Blended experience in International Voice Support – Debt Collection Process.

Maintained Process Status Report, Process Monthly Report and SOP.

Managed High volume Calls in Outbound (around 100 calls) and inbound with tact and professionalism.

Defused volatile customer situations calmly and courteously.

Prepared Aging reports and segregated the work to the team members.

Located and notified customers of delinquent accounts by mail or telephone to solicit payments.

Met or exceeded service and quality standards every review period.

Planned on past due invoices and trained the team on implementing the tactics to get cash flow.

Contributing towards strategic business initiatives, best practices, organizational enhancement, team management, and communications.

My skills are Excellent Communication, Call Handling, Data Handling, preparing reports, Training and Development skills, Team Handling, Quality Monitoring, Typing speed 30 to 35 wpm.

Professional Experience

Tata Consultancy Services _ Customer Service Representative (INDIA)

Nov 2010 to March 2013

Ensured all past due invoices and payments requests are promptly resolved within SLA.

Collaborated on reports and standard operating procedures with Managers.

Analysed performance of Customer Service Desk activities to identify any problem areas in getting late payments.

Checked quality on team members calls, provided feedback, took corrective actions, and conducted training and development, through coaching and mentoring.

Handled high volume Calls in both Outbound and Inbound.

Worked on Oracle to update customer account details.

Good knowledge in Microsoft Excel, Word, and power point.

Previous professional Experience

HCL Technologies Limited (INDIA)

Customer Support Associate Oct 2006 –Nov 2008

Worked for a US based project.

Handled queries and emails of employee and replying effectively and communicating with clients through email and telephone regarding documentation.

Provided Professional assistance by handling cash payments.

Handled past due invoice >90 days.

Handled High volume of calls and updated the account details in Siebel.

Awards

Got Key Contributor Award on Oct 2011.

Awarded as “Star performer 2012”.

Awarded as Star of the year 2008 in HCL.

Have received many appreciation mails from direct client and our business managers for the proactive response, error free productivity.

Education

Master of business administration.

University Of Madras – May 2009.

Bachelor of Commerce.

University Of Madras – Aug 2006

Technical Proficiencies

MS Word, Excel, PPT, Outlook, Avaya software knowledge.

Note: I have a 9-year gap in my career. I assure that this will not affect my career with your company if I get employed. I am confident that I can continue to carry on my skills as I am an energetic and skilled person. I would greatly appreciate the opportunity to speak with you regarding my candidacy.

I hereby declare that all the above furnished details are true and correct to the best of my knowledge.

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