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wafin surani

@wafinsurani

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I resolve high-volume customer issues while exceeding CSAT, FCR, AHT, and quality targets.

India

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What I'm looking for

I'm looking for a customer service or customer support role where I can resolve customer issues, use CRM tools, meet service KPIs, and continue growing my technical and communication skills.

I've supported customers at Etech Global Services and Teleperformance, managing high-volume inbound and outbound interactions with empathy, professionalism, and a resolution-first approach.

At Etech Global Services, I earned Top Performer recognition for exceeding KPIs. I sustained top-tier monthly CSAT results, maintained target AHT, and consistently met FCR, quality, and adherence goals while mentoring new team members.

I've used Salesforce CRM and the Genesys platform to manage end-to-end customer interactions, queries, complaints, and escalations. My B.E. in Computer Science and Engineering (AI/ML) strengthens my ability to adapt quickly to new tools and workflows.

I communicate fluently in English, Hindi, and Gujarati, and bring active listening, de-escalation, and strong customer handling to every conversation.

Experience

Work history, roles, and key accomplishments

Customer Service Representative

Etech Global Services

Mar 2025 - Jun 2026 (1 year 3 months)

Awarded Top Performer for consistently exceeding performance benchmarks across all KPIs. Achieved top-tier CSAT scores, maintained optimal AHT, and handled high-volume calls with professionalism and strong first-call resolution focus.

Genesys CSAT AHT FCR Adherence Customer Service