Farah Iqbal

Enhanced customer satisfaction by streamlining communication channels and employing CRM tools to resolve inquiries promptly and effectively. Documented interaction records in CRM daily to track and improve response times by 20%, leveraging Citrix and Jira to ensure accurate follow-ups and resolution consistency. Orchestrated effective time management strategies to prioritize and resolve over 50 daily customer interactions via chat, email, and calls, utilizing Citrix and Jira, reducing average response time by 25%. Executed multitasking across chat, email, and phone channels by concurrently managing 50+ customer interactions per shift over 12 months, leveraging Citrix and Jira to sustain a 95% on-time resolution KPI while maintaining service quality benchmarks.

Customer assistance: Offered advice and assistance to customers, with special attention to their unique needs. • Analyzed complex customer inquiries to identify solutions, educating users on system functionalities and significantly improving resolution times. • Streamlined troubleshooting processes by implementing a comprehensive support system that decreased resolution times and enhanced customer satisfaction.