Mushlam Gill

Customer Support Representative| Mindbrige Private Limited| Lahore, Pakistan| 08/2024- Present

1). Energetic and performance- driven Customer Chat Support Representative with 1 year of experience improving customer satisfaction successfully defusing toughest clients. Excellent communication and interpersonal skills and the ability to respectfully interface with executives from various departments and divisions.

2). As a Customer Support live chat agent at Foodpanda Customer Service across the APAC regions (Malaysia, Philippines, and Singapore), I provided real-time assistance to customers, resolving inquiries related to order status, delivery issues (Live order issues, and Post delivery issues), payment concerns, and account management. I navigated diverse cultural nuances and communication styles, ensuring efficient and satisfactory resolutions while adhering to Foodpanda's customer service standards. My experience involved using CRM tools, multitasking effectively across multiple chats, and collaborating with internal teams to escalate complex issues, contributing to a positive customer experience across these key Asian markets.

3). My role includes:

• Resolved 95% of Customer inquiries on first contact through phone, email, and chat, contributing to a 20% increase in customer satisfaction scores.
• Enhanced product knowledge and trouble shooting skills through bi-weekly training sessions, leading to a 30% reduction in average handling time.
• Documented over 1,500 customer interactions monthly in the CRM system, improving data accuracy and enabling a 15% in issue resolution efficiency.
• Conducted follow-up calls for 100+ customer weekly, ensuring a 90% resolution rate and boosting customer loyalty by 10%.
• Assisted in onboarding 5 new team members, sharing best practices that a led to a 50% faster ramp-up time and improved team performance.