Fatima A.
Senior Customer Service Specialist
Open to offersNew to PlatformPortfolios
About
Fatima A. is a seasoned Customer Service & Operations Support Professional based in South Africa with over nine years of experience in providing exceptional customer support in fast-paced, high-volume environments. During her tenure at EXL Service in Cape Town from 2022 to 2024, Fatima excelled as a Customer Service Representative, where she adeptly navigated multiple systems to maintain service quality and documentation in a high-pressure contact center. Her role emphasized the importance of Process Adherence & Documentation and Problem-Solving & De-escalation to handle inquiries effectively. Prior to this, she contributed significantly to WNS Global Services from 2015 to 2022, where she not only handled complex customer issues but also coordinated with internal teams to ensure customer satisfaction. Fatima's comprehensive training in customer service and life coaching certification, complemented by her strong skills in Customer Support across various channels, position her as a reliable remote worker capable of delivering high-quality client experiences.
Why hire me
I bring over 9 years of customer service experience, including 7 years in the aviation industry and experience supporting customers by phone, email and social media chat. I have hands-on experience with Sabre GDS, Salesforce, travel bookings, complaints resolution and working with international customers. I am reliable, professional, detail-oriented and comfortable working independently in a remote environment. I learn new systems quickly and take pride in providing helpful, accurate and empathetic customer service. I am particularly interested in customer support, travel and hospitality, virtual assistance and AI-related opportunities where my communication and problem-solving skills can add value.
Experience
Customer Service Representative
EXL Service · 2022 — 2024Provided support to customers in a busy contact center environment while utilizing multiple systems. Addressed customer inquiries according to company policies, ensuring detailed documentation and high service quality. Efficiently handled back-to-back interactions, adhering to productivity and quality standards.Customer Service & Administrative Support
WNS Global Services · 2015 — 2022Managed complex customer service issues that required effective problem-solving and coordination. De-escalated challenging scenarios and developed practical solutions to reduce service interruptions. Collaborated with internal teams to swiftly resolve issues and uphold customer satisfaction.
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