Open to opportunities

Shazia Unnisa

@shaziaunnisa

Customer Support Executive & Quality Analyst delivering fast, high-volume issue resolution and CSAT-focused service improvements.

India

Message

What I'm looking for

I’m seeking a remote opportunity where I can deliver excellent customer experience and operational efficiency. I want to resolve issues fast, meet SLA targets, and improve customer satisfaction through strong CRM use and process discipline.

I’m a results-driven Customer Support Executive and Quality Analyst with 2.6 years of experience in customer service, ticket resolution, and quality analysis. I handle 40–60 customer queries daily via calls, emails, and chats, keeping customer satisfaction high while resolving issues quickly and effectively.

I’m proficient in CRM tools and ticketing systems, and I consistently meet SLA deadlines. I also coordinate and schedule appointments to improve service efficiency, while supporting both retail and corporate clients with strong client relationship management.

I maintain and analyze performance reports using MS Excel, and I trained and mentored new hires on systems, processes, and customer handling. My dedication has been recognized by management through excellent feedback for quality service and performance-based salary hikes every 6 months.

Experience

Work history, roles, and key accomplishments

Customer Support & Quality Analyst

Rx Healthcare Magic

Jan 2011 - Jan 2013 (2 years)

Managed 40–60 daily customer interactions via calls, emails, and chats, resolving issues while meeting SLA deadlines. Handled CRM ticketing, coordinated appointments, maintained performance reports in MS Excel, and trained new hires to improve service quality.