thasbeeha thahseen

I’m a Customer Operations Team Leader with 3+ years of progressive experience across customer support, including inbound and outbound voice, email, and live chat, plus data entry and executive assistance. I’m known for managing multiple priorities under pressure while consistently improving customer satisfaction and operational efficiency.

At Hola Health — Packapill Pty Ltd (remote, India), I lead a remote team of 8 customer support associates, owning daily workflows, KPI tracking, quality assurance, and SLA compliance. I reduced written response turnaround time by 30% by standardizing communication templates and integrating AI-assisted drafting, and I’ve resolved escalated inbound and outbound calls with complex queries, complaints, and sensitive situations while maintaining data confidentiality.

I also drive continuous improvement by identifying recurring operational gaps and presenting data-backed proposals that became organization-wide SOPs. Alongside leadership, I maintain accurate audit-ready CRM records across Helpwise, Zoho CRM, and Freshdesk, and I deploy AI productivity tools responsibly within confidentiality protocols to automate repetitive administrative work.