Samiya shafiq

Customer Success Manager

Gurugram, Haryana, India6 yrs 10 mos experience

Highly Stable

Key Highlights

Over 7 years in customer support roles
Experience with global clients like Apple and Airbnb
Proficient in Salesforce and Zendesk

Stackforce AI infers this person is a Customer Support Specialist with extensive experience in BPO and Tech Support industries.

Contact

Skills

Core Skills

Customer SupportClaims HandlingCustomer Service Operations

Other Skills

Salesforce.comCommunicationAdministrationAerosolveMicrosoft ExcelMicrosoft PowerPointAvaya ProductsCustomer SatisfactionCustomer Service TrainingniceCitrix XenDesktopairphoneBusiness CommunicationsCustomer RetentionInsurance Claims

About

Customer Support Specialist with over 7 years of experience in the BPO and Tech Support industry, having worked with global clients like Apple and Airbnb. Skilled in managing high-volume customer interactions across chat, email, and voice channels with a focus on problem resolution, claims processing, and delivering excellent customer experiences. ✔ Proficient in using tools like Zendesk, Salesforce, CRM systems, and internal knowledge bases. ✔ Strong communication, issue escalation, and conflict resolution abilities. ✔ Recognized for consistently meeting performance metrics including CSAT, AHT, and FCR. ✔ Experienced in claims handling, technical troubleshooting, and policy-based resolutions for high-profile clients. ✔ Adaptable to remote work setups and familiar with flexible shift structures including US/UK hours. Actively seeking remote or hybrid roles in Customer Support, Virtual Assistance, or Operations Support, where I can continue contributing with efficiency, empathy, and ownership.

Experience

6 yrs 10 mos

Total Experience

3 yrs 5 mos

Average Tenure

Current Experience

Airbnb

Claims Specialist

Oct 2022 – Jan 2025 · 2 yrs 3 mos · remote · Remote

1. Manage large amounts of incoming phone calls.
2. Identify and assess customers needs to achieve satisfaction.
3.Build sustainable relationships and trust with customeraccounts through open and interactive communication.
4.Follow communication procedures, guidelines and policies
5.Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution

Salesforce.comCommunicationCustomer SupportClaims Handling

Teleperformance

Customer Support Specialist

Aug 2017 – Mar 2022 · 4 yrs 7 mos · India · Remote

1. Professionally answered a high volume of call types as assigned for a utility company.
2. Effectively scheduled service appointments for current customers in a proficient and courteous manner.
3. Trained temp and new staff members on standard call center procedures application, tools and resources while speaking with customers
4. Respond to incoming calls, emails and other message from customers and give them the right answers and directions.
5. Create a strong working relationship with Advisors and their assistants.
6. Manage all assigned major or key account contacts within established procedures and performance standards.

AdministrationSalesforce.comCustomer SupportCustomer Service Operations