Noor Fathima

I’m a customer support and operations professional with 6+ years across Enphase Energy, BYJU’S, and Hewlett-Packard. I focus on service lifecycle ownership—answering customer needs fast, keeping documentation accurate, and turning issues into better processes.

At Enphase Energy, I managed onboarding, account access, and service request workflows through the Learning Management Platform. I handled first-level support for login and platform navigation concerns via phone and email, prioritized high-volume mailbox requests, and coordinated with stakeholders to resolve issues within turnaround timelines.

During my BYJU’S roles, I guided students through the learning journey, provided on-call mentoring for video-based content and platform navigation, and supported post-sales lifecycle resolution. As an Assistant Manager, I managed customer feedback and escalations across multiple regions on social media with a 1-hour response and resolution TAT, while tracking operational compliance and documentation.

Earlier at Hewlett-Packard, I delivered end-to-end technical support for hardware and software via phone, email, and live chat, directing high-volume call flows and resolving urgent escalations. I also implemented process improvements that helped increase SNPS score and contributed to sales at point of service (SPOS), and I’m currently expanding into SEO-focused content creation through freelance work.