Umra Waseem
@umrawaseem
Customer Support Specialist with 3+ years in international voice support, delivering 100% accuracy, CSAT, and quality.
IndiaWhat I'm looking for
I’m a Customer Support Specialist with 3+ years of experience in international voice processes, focused on consistent 100% accuracy, CSAT, and quality scores. I’m known for resolving high-volume customer inquiries with a solution-first, empathetic approach—especially in billing, technical, warranty, delivery tracking, and troubleshooting scenarios.
I handle inbound calls with a first-call resolution mindset, manage escalations and complex cases, and collaborate with global teams to keep service quality aligned with client policies and quality standards. I also support continuous improvement by sharing best practices, mentoring new hires, and working toward SLA targets and benchmark quality.
Experience
Work history, roles, and key accomplishments
Supported an international voice process handling 800+ customer interactions daily with 100% accuracy and customer satisfaction. Managed inquiries, complaints, and escalations across global accounts while ensuring policy/compliance and collaborating with global teams to uphold consistent service quality.
Delivered voice-based customer support for home appliances, covering delivery tracking, warranty claims, and troubleshooting with solution-first, empathetic responses. Achieved 100% CSAT and 100% accuracy, handled high-volume inbound calls, and resolved escalations and complex order issues promptly with zero complaints.
Provided international voice customer support for billing and technical issues, delivering empathetic, accurate resolutions and maintaining strong CSAT with a first-call resolution focus. Handled high-volume inbound calls, managed complex escalations, and supported onboarding/mentoring of new hires while meeting SLA and quality benchmarks.
Education
Degrees, certifications, and relevant coursework
Barkatullah University
Bachelor of Commerce (B.Com), Commerce
Pursued a Bachelor of Commerce (B.Com) at Barkatullah University in 2019.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Job categories
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