shah faisal

C

Technical support / SALES

CONCENTRIX ( USA PROCESS)

Sep 2025 - Dec 2025 (4 months)

Delivered Tier-1 technical support for hardware/software issues via phone, chat, and email. Guided customers through troubleshooting steps, achieving a 92% resolution rate. Documented technical issues and escalated complex cases to higher-level support. Consistently achieved upselling targets by promoting extended warranties, software add-ons, and premium plans. Trained new hires on product knowledge and sales techniques, improving team productivity.

CUSTOMER EXECUTIVE

TaskUs

Nov 2024 - Mar 2025 (5 months)

Supported clients with online banking, debit/credit card disputes, and fraud detection procedures. Investigated and resolved escalated cases involving payment failures and chargebacks. Adhered to strict security protocols to maintain confidentiality of customer data. Collaborated with fraud-prevention teams to reduce risk in customer accounts. Provided multilingual support (if applicable), enhancing customer experience across diverse regions.

SR CUSTOMER EXECUTIVE

Teleperformance

Nov 2023 - Oct 2024 (1 year)

Assisted customers with account inquiries, fund transfers, credit card issues, and loan-related queries. Ensured accuracy and compliance with RBI & banking regulations while handling sensitive financial data. Resolved 85% of issues without escalation, boosting overall call efficiency. Guided customers through digital banking platforms, reducing dependency on in-branch visits. Cross-sold banking products such as credit cards and savings plans, exceeding sales KPIs by 10%.

Customer executive

Access

Jun 2022 - Jul 2023 (1 year 2 months)

Handled 100+ inbound/outbound calls chats daily, resolving customer queries regarding billing, recharge, network, and value-added services. Delivered accurate information on products and plans, ensuring a 90% first-call resolution rate. Upsold new Airtel services and add-ons, consistently meeting monthly sales targets. Logged and tracked customer complaints in CRM, ensuring timely resolution within SLA. Built rapport with customers, improving satisfaction scores by 15%.

customer service

Access

Jan 2020 - Oct 2025 (5 years 10 months)

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shah faisal

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Behavioral traits