SANA MOMIN

• Served as primary point of contact for escalated customer concerns through phone and chat with comprehensive product and service knowledge, achieving 85% First Call Resolution rate.
• Spearheaded Net Survey project, across 8 different teams, analyzed customer feedback (surveys) to uncover trends and areas for improvement, resulting in notable reduction in human error by 45%
• Utilized CRM tools to manage and resolve escalated tickets, ensuring timely and effective customer support with 90% resolution rate within SLA
• Monitored and tracked user progress to identify best practices, area of opportunities to overall increase Net Promoters by 15%
• Created detailed reports and tracked metrics using Microsoft Excel, ensuring transparent progress monitoring and project success.

Training and Mentoring:

• Conducted customized training sessions focusing on performance metrics and soft skills, equipping team members with essential skills to reduce human error and enhance customer experience.
• As certified coach, reviewed and mentored teammates to improve quality of their chat and call interactions.

• Efficiently managed and resolved customer disputes and claims via email, chat, and phone, maintaining high level of accuracy and achieving quarterly Promoter Score of 9 out of 10.
• Provided clear guidance on dispute resolution processes, policies, and procedures during calls, empowering customers to make informed decisions and reducing escalation rates by 65% (No Repeat Contact)
• Assisted and resolved approx. 500 account KYC, CIP, and limitation cases monthly via tickets, ensuring compliance and high customer satisfaction.
• Analyzed root causes of recurring issues and implemented preventive measures, reducing future complaints.

• As part of British Telecom project, orchestrated planning, issuance, and management of Ethernet Access solutions tailored to diverse customer specifications.
• Proficiently managed adjustment and issuance of bandwidth allocations to accommodate changing demands.
• Led implementation of Small Cells project as pilot agent, demonstrating astute leadership and technical prowess in driving its successful deployment
• Facilitated comprehensive training sessions for team members on Small Cells technology, leveraging expertise to mentor four successive cohorts and enhance collective knowledge and proficiency.