Arfa Nageen
Customer Support Specialist
Dubai, United Arab Emirates
Summary
Results-driven Customer Support Specialist with extensive experience delivering excellent service and support across various channels. Adept at handling customer inquiries, resolving complaints, and ensuring satisfaction while maintaining service level standards. Skilled in managing CRM systems, monitoring feedback, and optimizing support operations. Proven ability to troubleshoot issues, collaborate with cross-functional teams, and improve customer experience. Exceptional at managing multiple priorities in fast-paced environments while upholding a positive and empathetic communication style.
Overview
6
6
years of professional experience
Work History
Customer Support Manager
TechieMinions
07.2022 - Current
- Collaborated with technical and management teams to deliver customer-focused solutions.
- Managed incoming inquiries, resolved technical and non-technical issues, and ensured timely follow-ups through ticketing systems.
- Trained junior agents and implemented feedback loops to enhance service delivery.
- - Improved customer satisfaction scores by optimizing support response times and resolution processes.
- - Designed and enforced structured customer service workflows to reduce issue resolution time while maintaining quality.
- - Facilitated customer retention by resolving complex queries and ensuring a seamless support experience.
- - Achieved cost-efficient service operations through accurate forecasting and support optimization.
Customer Support Executive
BGC-IGC Consortium
01.2022 - 06.2022
- Managed day-to-day support tasks including query resolution, live chat management, ticket escalation, and follow-ups.
- Maintained customer logs and coordinated with internal departments to resolve service-related issues.
- - Streamlined response handling by implementing proactive communication practices.
- - Maintained accurate records in support systems to ensure efficient issue tracking and accountability.
Customer Support Officer
City 42
07.2019 - 12.2021
- Delivered exceptional support for product and service inquiries.
- Facilitated customer engagement initiatives and collaborated with media production teams to resolve audience concerns.
- - Reduced complaint resolution time and enhanced viewer satisfaction through quick and clear communication.
- - Drove engagement by addressing feedback and promoting support improvements in coordination with editorial and tech teams.
Education
Bachelors - Business Administration (Human Resource Management)
The Superior University
Skills
- Customer Relationship Management
- International sales support
- Client relations
- Live chat support
- Report generation
- Relationship building
- Customer relationship management (CRM)
- Customer satisfaction measurement
- Complaint handling
- Information security
- Scheduling
- Computer proficiency
- Appointment scheduling
- Customer relations
- Data collection
- Problem resolution
- Critical thinking
- Decision-making
- Team collaboration
- Data entry
- Call management
- Adaptability and flexibility
Timeline
Customer Support Manager
TechieMinions
07.2022 - Current
Customer Support Executive
BGC-IGC Consortium
01.2022 - 06.2022
Customer Support Officer
City 42
07.2019 - 12.2021
Bachelors - Business Administration (Human Resource Management)
The Superior University
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