TG

Tafhimul Ghani

As a Senior Customer Service Associate, I approach every interaction with deep empathy, striving to understand and address customer needs effectively. My resourceful and persuasive nature allows me to navigate complex situations, always aiming for optimal, compliant solutions. I am driven by an ambition to continuously improve and deliver exceptional service, fostering positive outcomes for all.

Open to

Delhi

Work style

Hybrid, Work From Home

Availability

Available in 30 days

Contact details — on requestProof of Work — on request

Experience

C

Senior Customer Service Associate

Concentrix Pvt.Ltd. · Jan 2024 – Present

Not yet confirmed
  • Client Relationship Management: Diagnosed and resolved complex inquiries by applying active listening and tailored troubleshooting strategies to meet individual user needs.
  • Billing & Account Expertise: Secured high First-Call Resolution (FCR) rates by accurately breaking down complex billing structures, including prorated charges, taxes, and recurring fees.
  • Brand Advocacy: Drove customer retention by effectively positioning T-Mobile's service features and market advantages against competitor networks.
  • Technical Navigation: Provided rapid, accurate support by simultaneously leveraging internal databases, knowledge bases, and proprietary CRM platforms.
  • Digital Adoption: Reduced call volume by proactively guiding customers through self-service portals and automated account management tools.
T

Customer Support

TELUS International Process Amazon · Nov 2022 – Sep 2024

Not yet confirmed
  • Multichannel Support & Resolution: Delivered prompt, empathetic customer service via phone and chat, effectively resolving complex inquiries using Amazon's policies.
  • Exceeded Metrics: Consistently surpassed customer satisfaction targets by providing swift, accurate, and courteous solutions.
  • CRM Proficiency: Efficiently utilized multichannel support tools and CRM software to track and manage customer interactions.
  • Continuous Improvement: Actively participated in training to maintain up-to-date knowledge of products, policies, and best practices.

Skills 0 proven through work

Also works with

User Interface NavigationMentoring and Peer CoachingUser Query AnalysisCustomer Issue ResolutionOn-the-Job Learning (Learning from Peers)Issue EscalationRefund ProcessingCustomer Expectation ManagementEmpathyOrder Status Inquiry HandlingPlan Option Presentation and DifferentiationPresenting BenefitsSolution ConsultingFinding Customer NeedsCustomer Retention and Churn PreventionCross-Departmental CoordinationProblem SolvingAccounts Receivable TrackingCustomer Service

Proof of Work

Proof of Work

Tafhimul shares this with people who ask. You'll hear back either way.

Education

Bachelor's Degree, Bachelor of Science (BSCG)

INDIRA GANDHI NATIONAL OPEN UNIVERSITY · 2021 — 2024

12TH CLASS, Science Stream

CBSE · 2016 — 2018

10TH CLASS, General Studies

CBSE · 2016 — 2016

Contact details

Contact details

Tafhimul shares this with people who ask. You'll hear back either way.

Ask about this candidate

ClaudeChatGPTPerplexity

AI responses may contain errors. Proof status and source information are provided by Proof of Skill.

A Proof CV — one profile, kept current, with the proof attached. Back to the portal