Hiba Fathima

Customer Support – Resolved 350+ queries annually with 95% CSAT, delivering consistent and professional customer experiences. Technical Expertise – Maintained up-to-date knowledge across 5+ product modules, ensuring 100% accuracy in support responses. Issue Resolution – Collaborated with L2/L3 teams to close tickets 20% faster and reduce escalation rates by 30%. Escalation Management – Handled critical issues with <4hr response time, ensuring high-impact cases were resolved on priority.

ITSM & Service Delivery – Managed L1–L3 support operations, ensured SLA adherence, and served as SPOC for service-related projects, improving response efficiency by 25%. Agile Project Management – Led JIRA & Confluence-based tracking and facilitated Agile ceremonies, increasing sprint delivery success by 30%. Incident & Change Management – Oversaw ITIL-aligned workflows (Incidents, SRs, CRs, escalations), enhancing service quality and reducing ticket backlog by 20%.

Social Media Strategy & Research – Developed targeted strategies through competitive research, benchmarking, and audience analysis, increasing engagement by 30%. Community Engagement – Managed social media channels and responded to queries within one hour, boosting customer satisfaction by 20%. Trend Monitoring & Innovation – Continuously tracked emerging best practices and trends to refine campaigns, resulting in a 15% lift in campaign performance.