Open to opportunities

Zaiba khanum

@zaibakhanum

Message

Customer-focused senior associate delivering empathetic, efficient support and process improvements.

India

Message

What I'm looking for

I am seeking a challenging customer support role where I can use CRM expertise, empathy, and process-improvement skills to boost satisfaction and team performance.

I am a customer-focused Senior Associate with over three years of experience resolving inquiries via email and live chat, consistently exceeding performance targets and earning internal recognition.

I leverage CRM platforms such as Salesforce, Zendesk, and LiveEngage to maintain accurate records, streamline resolution workflows, and collaborate with cross-functional teams to improve service quality and processes.

I bring strong written and verbal communication, empathy, attention to detail, and team leadership to roles where I can drive customer satisfaction and contribute to business growth.

Experience

Work history, roles, and key accomplishments

Current

Senior Associate

Current

Accenture

Jan 2024 - Present (2 years)

Resolve customer queries via email and live chat, consistently exceeding response and resolution time targets while improving customer satisfaction and contributing to cross-functional process improvements.

Customer Service Live Chat Support CRM (Salesforce)Zendesk Email Support Process Improvement Team Collaboration Multitasking Empathy

Senior Customer Service Associate

Firstsource Solutions

Feb 2021 - Dec 2023 (2 years 10 months)

Handled customer inquiries via chat and email, implemented tracking and documentation processes that improved resolution workflows and maintained high customer satisfaction.