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Farhana
Customer Support Associate / SME
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Competencies
Demonstrated experience with Chat Support.
Demonstrated experience with Email Support.
Demonstrated experience with Technical Troubleshooting.
Demonstrated experience with Complaint Resolution.
Demonstrated experience with Escalation Management.
Education
Languages
Summary
Customer Support Associate / SME open to new opportunities
Experience
Customer Support Associate / SME
Handle about 50 chats per shift in a blended process while maintaining around 90% CSAT.. Resolve order status, delayed or missing delivery, food-quality and refund queries within company policy.. Use AWS Connect, Astra, THQ and OCT while following SLAs and quality standards.. Escalate complex or unresolved issues through the appropriate channels.. As SME, guide 20+ teammates through their nesting period and answer process questions.. Build Excel scorecards and attendance sheets with conditional formatting for team leadership.. Work rotational shifts, including nights and weekends.
Technical Support Associate
Found the root cause of customer technical issues through structured, step-by-step troubleshooting.. Explained technical information in simple language, aiming for first-contact resolution.. Kept accurate interaction records and escalated issues needing further investigation.. Stayed patient and empathetic with customers facing technical difficulties.