Madiha K.
Technical Support Analyst at Alida- Claim this Profile
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English Native or bilingual proficiency
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Urdu Native or bilingual proficiency
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Punjabi Limited working proficiency
Topline Score
Bio
Experience
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Alida
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Canada
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Software Development
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200 - 300 Employee
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Technical Support Analyst
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Feb 2023 - Present
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Monica Vinader Ltd
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United Kingdom
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Retail Luxury Goods and Jewelry
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200 - 300 Employee
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Customer Care Associate
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Nov 2021 - Jan 2023
- Achieved a customer satisfaction score of 98%, demonstrating a deep understanding of customer needs and the ability to meet and exceed expectations consistently. - Exceeded daily productivity goals by resolving over 100+ tickets daily, showcasing efficiency and a strong commitment to delivering outstanding customer service. Developed comprehensive knowledge base articles for customer processes, creating 30+ email templates tailored for first-time query resolutions, thereby improving efficiency and customer satisfaction. - Collaborated with senior management to resolve 600+ open escalated tickets within one week, showcasing exceptional teamwork and problem-solving skills. - Provided quality assistance to customers through phone calls, emails, chat, and social media, contributing to a 20% increase in Trust Pilot reviews over a 3-month period. Show less
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Call Agent
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Sep 2021 - Nov 2021
- Demonstrated expertise in identifying customer issues and researching solutions through various external resources and tools. Employed a variety of resources to ensure accurate and comprehensive solutions for any problems customers faced. - Achieved an outstanding customer satisfaction score of 95% for each call, reflecting my commitment to providing top-notch service with every interaction. - Ensured first call resolution by building strong rapport with clients, actively referring to internal solution articles, and leveraging comprehensive knowledge to resolve issues promptly. - Collaborated seamlessly with senior management, providing assistance on over 3 support groups daily. Identified client issues and delivered prompt, effective solutions, enhancing overall customer satisfaction. Show less
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Sainsbury's
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United Kingdom
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Retail
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700 & Above Employee
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Sales Assistant
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Dec 2019 - Jun 2020
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Marks and Spencer
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United Kingdom
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Retail
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700 & Above Employee
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Customer Service Advisor
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Sep 2017 - Feb 2019
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Customer Service Advisor
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Oct 2016 - Dec 2016
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