Open to opportunities

Nathasha Ameer

@nathashaameer

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Customer service professional with strong technical support skills.

Sri Lanka

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What I'm looking for

I am looking for a role that allows me to leverage my customer service skills in a dynamic environment, focusing on quality assurance and technical support while fostering a collaborative team culture.

I'm an initiative-taking professional with four years of experience in customer service, specializing in technical support. My journey began at Daraz Sri Lanka, where I honed my skills in quality assurance and customer service. I have a proven track record of exceeding customer expectations and delivering outstanding service.

Currently, I work as a Technical Customer Support Executive at Mammaskin Private Limited, where I create Standard Operating Procedures and collaborate with the technical team to enhance app features. My commitment to quality and customer satisfaction has earned me recognition as the Best Performer of the Year for two consecutive years at Daraz Sri Lanka.

Experience

Work history, roles, and key accomplishments

Current

Technical Customer Support Executive

Current

Mammaskin Private Limited

Jun 2024 - Present (11 months)

Responsible for creating SOPs and scripts for the customer service team, testing the MO app for functionality, and providing technical support to customers. Collaborated with the technical team to enhance app features and raised tickets for bug tracking.

Technical Support Customer Service Collaboration Problem Solving Communication

Executive Quality Assurance

Daraz Sri Lanka

Dec 2023 - Jun 2024 (6 months)

Evaluated customer service agents' performance to ensure adherence to quality standards. Conducted feedback sessions and trained new agents on best practices.

Quality Assurance Training Customer Feedback Sessions Communication Customer Service Problem Solving Team Collaboration Reporting

Quality Assurance

Daraz Sri Lanka

Dec 2022 - Dec 2023 (11 months)

Resolved customer and seller issues by coordinating with relevant departments, ensuring timely resolutions and maintaining high satisfaction levels.

Customer Service Coordination Communication Problem Solving Satisfaction Maintenance Team Collaboration Reporting

Customer Service Executive

Daraz Sri Lanka

Mar 2020 - Dec 2022 (2 years 9 months)

Handled inbound and outbound customer queries through various channels, maintaining high customer satisfaction and representing the company on social media.

Customer Service Communication Live Chat Email Support Problem Solving Satisfaction Maintenance Team Collaboration

Education

Degrees, certifications, and relevant coursework

Daraz Sri Lanka

Certification, Customer Experience

2023 - 2023

Completed the Customer Experience Mastery Certification Programme, focusing on enhancing customer service skills and strategies to improve customer satisfaction.

GCE Advanced Level

Advanced Level, General Education

2018 - 2020

Grade: A, B, B, B

Completed GCE Advanced Level Exam with subjects including English, Accounts, Economics, and Business Studies, achieving grades A, B, B, and B respectively.