Riya Fathima

Motivated and detail-oriented IT graduate with strong communication, stakeholder management, and technical skills. Proven record of resolving customer issues, handling escalations, and exceeding targets in high-pressure environments. Recognized for quick learning, problem-solving, and delivering exceptional user experiences.

WORK EXPERIENCE

• Process Associate - Customer Support Specialist | Genpact, Hyderabad | 2023 - 2025
• Resolved customer issues via phone, chat, and email with empathy.
• Exceeded team performance metrics and recognized as a top performer.
• Reduced wait times by streamlining support processes.
• Managed escalations to improve satisfaction and retention.
• Trained and mentored new team members to ensure high-quality service delivery.
• Collaborated with cross-functional teams for process improvements.
• Analyzed customer feedback to enhance service operations.
• Achieved consistent customer satisfaction scores above 95%.

Process Associate - Pixel Hardware Support Specialist | Genpact, Hyderabad | 2023 - 2025

• Delivered expert hardware support for Google Pixel devices via call.
• Managed replacements and returns with accuracy and empathy.
• Resolved complex hardware issues with high first-call resolution rates.
• Consistently exceeded resolution time targets and received multiple appreciations.
• Recognized for leadership and efficiency during escalations.
• Documented and improved workflows to enhance efficiency.

• B.Tech - Information Technology | BVRIT Hyderabad College of Engineering for Women, 2023
• Senior Secondary - Sri Chaitanya Junior College, 2019
• CBSE Board - CNR High School, 2017