Jessine Sharafudeen

Handled high-priority customer complaints and inquiries for senior management, board members, CXOs and department heads. Managed telephone and email communication professionally and coordinated with Customer Care, Engineering, IT, Sales, Finance and Marketing to resolve complex issues. Escalated and followed up on unresolved cases, ensuring timely resolution. Applied SOPs and quality standards, reviewed customer cases, supported process changes with IT and prepared daily and monthly reports.

• Handled inbound and outbound customer queries professionally, identified customer needs and provided appropriate technical assistance. Managed complex complaints by coordinating with IT, Engineering, Marketing and other teams, ensuring timely follow-up and resolution. Maintained accurate customer complaint records and documentation while following company policies, procedures and service guidelines to deliver a positive customer experience.

• Provided telephone-based technical support and issue resolution for home-service customers. • Assisted customers with modem/router configuration and Internet connectivity. • Gathered information about technical issues and provided appropriate troubleshooting assistance. • Escalated unresolved technical complaints to the appropriate department and coordinated follow-up. • Updated customer databases and maintained accurate service information.