Sabiha Fathima

Customer Support Specialist with 3+ years of experience in voice, chat, and email processes across Zomato and Walmart. Proven ability to resolve high-volume tickets, maintain top CSAT scores, and deliver fast and accurate resolutions. Skilled in CRM tools, escalation handling, and improving customer experience.

Email Support Executive at Walmart (2024-07 – 2025-12)

• Managed 120+ emails per day with 98% accuracy.
• Reduced resolution time by 30% through efficient routing.
• Maintained AHT under target with 100% SOP adherence.
• Resolved refund, order, and account issues.
• Achieved consistent CSAT above 95%.

Senior Customer Support Executive at Zomato (2022-05 – 2024-05)

• Handled chat & voice queries for order issues, refunds, and escalations.
• Maintained QA scores of 95%+ for 8 consecutive months.
• Awarded "Bravo Champ" for highest ticket resolutions.
• Improved team efficiency by sharing best practices.
• Handled difficult customers with empathy.

BBA (2023)