Salma Ammar Ansari

Managed onboarding, performance, and development of virtual healthcare staff, ensuring alignment between deliverables and client expectations. Led performance improvement through coaching, feedback, and development initiatives, delivering data-driven insights on satisfaction, retention, and account growth metrics.

Handled customer service channels for emails, calls, and chat support, addressing queries on payments, accounts, orders, and fraud escalations. Achieved 100% CSAT and closed 70 tickets daily, maintaining customer satisfaction through proactive strategies.

Managed complaints for General Insurance, including those from IRDA, CEO DESK, and Social Media. Achieved 100% CSAT and closed 65 tickets daily, while also registering motor claims and maintaining client relationships.

Managed all inbound sales processes and communication with prospective clients, creating business proposals to acquire new customers. Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.

Handled a team of 10 members and worked as a Team Lead for the Collection Process, managing teams for multiple international processes. Analyzed business problems, identified root causes, and developed robust solutions, collaborating with management on new development concepts.

Handled technical processes for DSLD (Australian Process), taking escalations and closing sales for the team. Documented customer interactions and assisted cross-functionally with billing and technical support to deliver high-quality customer service.

Solved technical issues on chat support and configured wired and wireless internet and various devices for AT&T Service Provider. Provided excellent customer service by efficiently resolving issues and responding to inquiries, building strong relationships with field operations.

Completed high school education with a focus on Commerce. Gained foundational knowledge in business principles and practices.