Zohara Batul
@zoharabatul
I improve customer support performance through training, escalations, quality reviews, and team leadership.
IndiaWhat I'm looking for
I've supported customers across mortgage, income tax e-filing, debt management, and high-priority escalation processes at Tranz-com Business Solution, Connect Business Solutions (Infosys), Goalcryst India, Shakya Decipher, and Unifycx. I resolve account, payment, login, verification, and service concerns with professionalism, empathy, and accurate case documentation.
I've trained chat support teams, onboarded new hires, conducted quality reviews and Training Needs Identification sessions, and partnered with operations and quality teams to improve productivity, response quality, customer satisfaction, and agent performance. I also maintain AHT, attendance, ROG, MTD, and daily performance reports.
Experience
Work history, roles, and key accomplishments
Customer Care Executive
Tranz-com Business Solution Pvt Ltd
Jan 2019 - Dec 2020 (1 year 11 months)
Mentored new hires for mortgage support processes and conducted training sessions on chat etiquette, grammar, and customer engagement.
Education
Degrees, certifications, and relevant coursework
Government First Grade College
Bachelor of Business Administration, Business Administration
2016 - 2019
Pursued a Bachelor of Business Administration degree, gaining foundational knowledge in business and management principles.
Vidya Vikas PU College
Pre-University Course, Pre-University
2014 - 2015
Completed a Pre-University Course, building a strong academic foundation for higher studies.
Little Infant High School
Secondary School Leaving Certificate, General Studies
2012 - 2013
Earned the Secondary School Leaving Certificate, completing secondary education.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Job categories
Skills
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