rzulkha

Delivered high-quality customer support across multiple channels, consistently exceeding customer satisfaction, quality, and productivity targets. Conducted Know Your Customer (KYC) reviews by verifying customer identity and documentation while ensuring compliance with internal policies and regulatory requirements. Led internal Quality Assurance (QA) case review sessions, partnering with cross-functional teams to share complex case insights, standardize handling practices, and improve team-wide service quality. Recognized as a top-performing Customer Success Associate through the company's quarterly Rewards & Recognition program, earning Legend (1st Place) and Elite (2nd Place) awards across multiple evaluation periods.

Conducted quality audits across calls, email, chat, and social media, performing root cause analysis to identify service gaps and recommend process improvements. Partnered with cross-functional stakeholders to improve operational workflows, identify training needs, and drive quality improvement initiatives. Prepared performance reports and customer insight analyses to support operational decision-making and enhance customer experience. Developed a customer satisfaction survey initiative that increased survey response rates by 20%. Achieved quality scores of up to 96.18% across multiple products over three consecutive months.

Designed customer satisfaction analysis frameworks, led recurring quality improvement initiatives, and conducted quality audits with root cause analysis to identify operational gaps and generate actionable process improvement insights. Coached customer support agents through structured feedback, training materials, and quality initiatives to improve performance and achieve OKR targets. Redesigned quality audit parameters and built a monitoring dashboard that improved evaluation accuracy while reducing quality audit and CSAT validation workload by 30%. Improved agent performance by reducing low-performing agents by 13.81% within three months. Achieved QA performance exceeding target by 10% over three consecutive months.

Supported daily operations for over 100 customer support agents by providing real-time guidance, knowledge resources, onboarding support, and operational assistance. Managed workforce allocation and inbound ticket distribution across multiple support channels, maintaining SLA compliance and real-time floor performance above 90%. Coordinated operational communication with more than 500 suppliers across multiple product lines to ensure efficient service delivery.

Provide timely support to customers through available communication channels (call, email, chat, and social media). Successfully handled 300+ customers’ complaints related to ticketing until after using the product and gained 95% customer satisfaction. Have surpassed over 95% productivity and 97% quality performance for over 8 months.