Summary
Overview
Work History
Education
Skills
Timeline
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Alhena Siddique

Customer Service Professional
Mumbai

Summary

Pursuing full-time role that presents professional challenges and leverages interpersonal skills, effective time management, and problem-solving expertise.

Overview

5
5
years of professional experience
2
2
Languages

Work History

CAP Customer Service in North America

Amazon
05.2024 - 05.2025
  • Handling chat an email queries of customer from North America i.e. USA and Canada.
  • Self-motivated, with a strong sense of personal responsibility.
  • Excellent communication skills, both verbal and written.
  • Proven ability to learn quickly and adapt to new situations.
  • Skilled at working independently and collaboratively in a team environment.
  • The ability to meet and exceed customer needs by providing timely, effective, and empathetic support.
  • Focus on your skills and accomplishments, demonstrating relationship-building, proactive service, and commitment.
  • Prioritize staying calm, actively listening to their concerns, empathizing with their frustration, and offering solutions.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.

Team Leader

Swiggy ROC Associates
11.2022 - 02.2024
  • Managing the operational efficiency of a fleet of delivery executives in your assigned hub.
  • Handling and escalating queries through call, chat or email.
  • Ensuring that delivery executives receive their daily pay out or resolving their issue regarding their queries for incentive or penalties.
  • Providing support to delivery executives to achieve their goal and incentive program.
  • Increasing operational efficiency by proper planning, monitoring, resolving issues, ensuring there are fewer delivery executive.

Team Leader

Fluidi5 Technologies Pvt Ltd
06.2022 - 11.2022
  • Preparing weekly schedule while maintaining proper documentation.
  • Ensuring delivery of high standards to customers as per the SOP of the Flipkart.
  • Ensuring speedy resolution to any problems that may arise.
  • Using Microsoft Word and other software tools to create documents and other communications.
  • Carrying out day-to-day duties accurately and efficiently.
  • Served customers and followed outlined steps of service resolved problems, improved operations and provided exceptional service.
  • Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
  • Established and developed strong administrative team by delivering ongoing coaching and motivation and fostering career advancement.
  • Assessed personnel performance and implemented incentives and team-building events to boost morale.
  • Supporting and training new employees to take calls.
  • Providing knowledge, resources, and information to support agents on call.

SME

Fluidi5 Technologies Pvt Ltd
07.2021 - 05.2022
  • Support & Mentor New Employees.
  • Design Effective training session.
  • Training experienced employees on new or updated call center procedures to improve performance.
  • Developing staff by proactively providing training, coaching & performance reviews.
  • Support Staff in handling escalation, providing answers & guidance to staff in a timely manner.
  • Leading and inspiring team with facilitating meetings.
  • Consulting with the management team to develop complete floor performance.
  • Call auditing.
  • Supervise day-to-day running.
  • Participate in training of staff in all areas.

Customer Support

Smarter Biz Technologies Pvt Ltd
05.2020 - 06.2021
  • Taking and handling 50+ calls or handling chats on customer queries/complaints and request.
  • Handling email escalations on customer queries.
  • Providing up-to date product information, cancelling services, and resolving queries.
  • Providing incident ids to the customer based on their complaints.
  • Managing customer service effectiveness & monitoring performance & assessing metrics higher than the company's average.
  • Resolved problems, improved operations and provided exceptional service.
  • Developed and maintained courteous and effective working relationships.

Education

Bachelor of Science - Commerce

Chetana's Hazarimal Somani College of Commerce
Mumbai,India
05.2001 -

Skills

    Friendly, positive attitude

    Teamwork and collaboration

    Computer skills

    Customer service

    Organization and planning

    Effective Communication

    Training & Education

    Proficient in Microsoft Office

Timeline

CAP Customer Service in North America

Amazon
05.2024 - 05.2025

Team Leader

Swiggy ROC Associates
11.2022 - 02.2024

Team Leader

Fluidi5 Technologies Pvt Ltd
06.2022 - 11.2022

SME

Fluidi5 Technologies Pvt Ltd
07.2021 - 05.2022

Customer Support

Smarter Biz Technologies Pvt Ltd
05.2020 - 06.2021

Bachelor of Science - Commerce

Chetana's Hazarimal Somani College of Commerce
05.2001 -

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Alhena SiddiqueCustomer Service Professional