Senior Customer Service Representative - Ziina
(2025-08 - 2026-06)
Contract role
- Worked in Email, Voice & Chat support.
- Worked on queries related to digital payment services for consumers and businesses, peer-to-peer transfer, payment links, QR, NFC, payment gateway for SME, unrecognised transactions, disputes, refunds, and fincrime escalations.
- Using applications such as Intercom, Retool, ClickUp, Notion and Slack.
- Maintained high operational standards across KPIs, SLAs, and TAT.
- Resolved complex customer escalations.
- Client & Stakeholders management.
Senior Customer Service Representative - Dice
(2023-01 - 2025-07)
Contract role
- Worked in Email, Voice, and Chat support.
- Used applications such as Zendesk, Pontare, MIO, Notion, MailChimp, and Slack.
- Handled escalations &working with the global team (USA & UK).
- Maintained high operational standards across KPIs, SLAs, and TAT.
- Resolved complex customer escalations.
- Client & Stakeholders management.
Senior Customer Service Representative - ServiceNow
(2022-06 - 2022-12)
Contract role
- Worked in Email, Voice, and Chat support.
- Worked on queries related to certifications.
- Used applications such as the ServiceNow ticketing tool, Nowlearning, Webassessor, Support catalogue, Voucher generation, and Kryterion.
- Handled escalations &working with the global team (USA & UK).
- Maintained high operational standards across KPIs, SLAs, and TAT.
- Resolved complex customer escalations.
- Team Management.
- Client & Stakeholders management.
Senior Customer Service Representative - Concentrix
(2021-12 - 2022-05)
Contract role
- Worked in Email, Voice & Chat support.
- Used applications like Rave, Genesys, Vmas, and Quick Assist.
- Maintained high operational standards across KPIs, SLAs, and TAT.
- Resolved complex customer escalations.
- Team Management.
- Client & Stakeholders management.
Senior Customer Service Representative - Damensch
(2021-09 - 2021-11)
Contract role
- Worked in Email, Voice & Chat support.
- Worked on queries, Replacements, and refunds
- Worked on backend orders, Missing orders.
- Used apps Zendesk, Uniware, and WooCommerce.
- Maintained high operational standards across KPIs, SLAs, and TAT.
- Resolved complex customer escalations.
- Team Management.
- Client management.
Senior Customer Service Representative - Freecharge
(2021-02 - 2021-08)
Contract role
- Worked in Email, Voice & Chat support.
- Worked on queries such as Recharges, Refunds, Wallet transactions, KYC, UPI, Mutual Funds, and Safe gold.
- Used applications such as Wolken, operations platform.
- Maintained high operational standards across KPIs, SLAs, and TAT.
- Resolved complex customer escalations.
Customer Service Representative - Malomatia
(2020-04 - 2021-01)
Contract role
- Worked for the Telecommunication Department of the Qatar Government (Technical International voice & Email process).
- Troubleshooting for Mobile Applications & websites.
- Used apps such as Cisco Finesse and MoTC ticketing system.
- Resolved complex customer escalations.
Customer Service Representative - Impulse Group
(2011-03 - 2020-03)
- Worked for Email, Voice & Chat support.
- Used applications such as Zendesk and Client Panel.
- Worked on queries related to products after & before sales.
- Maintained high operational standards across KPIs, SLAs, and TAT.
- Resolved complex customer escalations.
- Team Management.
- Client & Stakeholders management.
