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Nimra Tarannum

Technical Support Specialist | Human Resource Management | Customer Service Specialist | English Literature Graduate | Passionate Educator & Lifelong Learner.

Hyderabad

2+ years of work experience

Tech Mahindra
- NowPresent

Advanced Device Activation:Manage end-to-end activation cycles for eSIM and physical SIM (pSIM) cards, including complex eSIM-to-eSIM transfers across different device generations (e.g., iPhone to Android or legacy to new flagship models). Comprehensive Voice & Data Support: Utilize the ACSS tool to diagnose and resolve critical service failures, including inbound/outbound call failures, 'Call Failed' errors, persistent mobile data drops, and mobile hotspot connectivity issues. 5G Home Internet Support:Facilitate the setup, activation, and troubleshooting of Verizon Wireless Home Internet Gateways, including signal optimization, firmware updates, and resolving Wi-Fi interference to ensure maximum throughput. Entertainment & Value-Added Services (VAS): Assist customers with account registration and linking for premium streaming services (Netflix, Disney+, Max, ESPN) via the My Verizon app and website; troubleshoot credential synchronization and authentication errors. Smart Home & TV Integration:Guide users in connecting their mobile devices and gateways to smart TVs for seamless streaming, screen mirroring, and high-speed data usage. Voicemail & Messaging Solutions: Restore access to basic and Visual Voicemail by resetting network profiles, managing mailbox initialization, and clearing provisioning delays. Performance Metrics:Consistently maintain a 95%+ Customer Satisfaction (CSAT)score by delivering technical solutions that reduce repeat calls and improve First Call Resolution (FCR).
Tech Mahindra
Aug 202511 mosPresent

Hyderabad, Telangana, India

Handling international voice support for Verizon USA customers by providing assistance with billing, technical issues, and account-related queries. Responsible for delivering high-quality customer service, resolving concerns efficiently, and ensuring customer satisfaction. Adhering to process guidelines, meeting performance targets, and contributing
Logic Hire Solutions LTD
Jun 20241 yr 3 mosAug 2025

India

Client: Expedia Roles and responsibilities:- • Handled incoming calls, emails, and chats from customers regarding general inquiries, problem-related questions, and service requests. • Recorded customer interactions accurately and ensured timely follow-ups for open requests or unresolved concerns. • Maintained high customer satisfaction ratings by actively listening and responding appropriately to client concerns. • Handled high-volume inbound and outbound customer interactions for multinational hotel chains, ensuring timely resolution of queries across booking, billing, and service-related concerns. • Resolved complex issues related to room reservations, loyalty programs, cancellations, and refund policies while adhering to global hospitality standards. • Helped coordinate daily team tasks, ensuring smooth workflow and coverage during peak periods or staff absences. • Consistently met or exceeded key performance indicators (KPIs) including First Call Resolution (FCR), Average Handle Time (AHT), and Net Promoter Score (NPS). • Utilized CRM and ticketing systems (e.g., Salesforce) to document interactions and track issue resolution. • Acted as a point of contact for junior team members, assisting them with handling complex customer issues. • Participated in team meetings and training sessions to continuously improve service skills and customer communication. • Played a key role in improving overall team response times and reducing call escalations through peer support and collaboration.
Jun 20243 mosAug 2024

Handled incoming calls, emails, and chats from customers regarding general inquiries, problem-related questions, and service requests. Recorded customer interactions accurately and ensured timely follow-ups for open requests or unresolved concerns. Maintained high customer satisfaction ratings by actively listening and responding appropriately to client concerns. Handled high-volume inbound and outbound customer interactions for multinational hotel chains, ensuring timely resolution of queries across booking, billing, and service-related concerns. Resolved complex issues related to room reservations, loyalty programs, cancellations, and refund policies while adhering to global hospitality standards. Helped coordinate daily team tasks, ensuring smooth workflow and coverage during peak periods or staff absences. Consistently met or exceeded key performance indicators (KPIs) including First Call Resolution (FCR), Average Handle Time (AHT), and Net Promoter Score (NPS). Utilized CRM and ticketing systems (e.g., Salesforce) to document interactions and track issue resolution. Acted as a point of contact for junior team members, assisting them with handling complex customer issues. Participated in team meetings and training sessions to continuously improve service skills and customer communication. Played a key role in improving overall team response times and reducing call escalations through peer support and collaboration.
Amazon Development Center
Apr 20244 mosJul 2024

Handled North America (NA) Voice process, providing end-to-end customer support related to retail billing inquiries, order issues, refunds, and delivery updates. Resolved customer concerns efficiently while maintaining high quality, accuracy, and customer satisfaction. Followed Amazon policies and global service standards, managed high call volumes, and ensured timely resolution with a customer-first approach.
Amazon Development Center
Apr 20243 mosJun 2024

Experienced in handling multiple customer support processes across voice and email channels, including SDS Phone, SWA calls and emails, UK MU, GSF Support, Amazon Prime, and Primary Phase 2. Provided accurate resolution for customer queries related to orders, billing, account issues, Prime benefits, and delivery updates. Consistently met quality and productivity targets while following Amazon policies, ensuring high customer satisfaction, and supporting global service standards.

Education

Masters of Arts - M.A, English Language and Literature/Letters

Anwar Ul Uloom College Arts Commerce

20242 yrs2026
Internshala Trainings

Advanced Human Resource Management, Human Resources Management and Services

Internshala Trainings

20252025

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Headline

Technical Support Specialist | Human Resource Management | Customer Service Specialist | English Literature Graduate | Passionate Educator & Lifelong Learner.

About

I am a passionate and results-driven professional with a strong foundation in customer service, education, and communication. With a Bachelor's degree in English from Osmania University and currently pursuing my Master's in the same field, I combine academic insight with practical experience to deliver value in every role I undertake. My customer service experience with Amazon has equipped me with the ability to handle diverse customer needs across international markets, including North America and the UK. I specialize in resolving issues effectively, communicating clearly, and ensuring customer satisfaction through both voice and non-voice processes. In addition to my corporate experience, I’ve served as a tutor, developing and executing effective lesson plans tailored to a range of student needs. My ability to guide, mentor, and assess performance has not only strengthened my leadership skills but also deepened my appreciation for collaborative learning. I thrive in dynamic, fast-paced environments and am always eager to take on challenges that allow me to grow professionally. I’m committed to continuous improvement and believe in the power of strong communication, empathy, and teamwork to drive success.

Location

Hyderabad

Work experience

Technical Support Executive at Tech Mahindra, Advanced Device Activation:Manage end-to-end activation cycles for eSIM and physical SIM (pSIM) cards, including complex eSIM-to-eSIM transfers across different device generations (e.g., iPhone to Android or legacy to new flagship models). Comprehensive Voice & Data Support: Utilize the ACSS tool to diagnose and resolve critical service failures, including inbound/outbound call failures, 'Call Failed' errors, persistent mobile data drops, and mobile hotspot connectivity issues. 5G Home Internet Support:Facilitate the setup, activation, and troubleshooting of Verizon Wireless Home Internet Gateways, including signal optimization, firmware updates, and resolving Wi-Fi interference to ensure maximum throughput. Entertainment & Value-Added Services (VAS): Assist customers with account registration and linking for premium streaming services (Netflix, Disney+, Max, ESPN) via the My Verizon app and website; troubleshoot credential synchronization and authentication errors. Smart Home & TV Integration:Guide users in connecting their mobile devices and gateways to smart TVs for seamless streaming, screen mirroring, and high-speed data usage. Voicemail & Messaging Solutions: Restore access to basic and Visual Voicemail by resetting network profiles, managing mailbox initialization, and clearing provisioning delays. Performance Metrics:Consistently maintain a 95%+ Customer Satisfaction (CSAT)score by delivering technical solutions that reduce repeat calls and improve First Call Resolution (FCR).

International Technical customer support at Tech Mahindra, Aug 2025 - Present · 11 mos, Hyderabad, Telangana, India, Handling international voice support for Verizon USA customers by providing assistance with billing, technical issues, and account-related queries. Responsible for delivering high-quality customer service, resolving concerns efficiently, and ensuring customer satisfaction. Adhering to process guidelines, meeting performance targets, and contributing

Customer Service Executive at Logic Hire Solutions LTD, Jun 2024 - Aug 2025 · 1 yr 3 mos, India, Client: Expedia Roles and responsibilities:- • Handled incoming calls, emails, and chats from customers regarding general inquiries, problem-related questions, and service requests. • Recorded customer interactions accurately and ensured timely follow-ups for open requests or unresolved concerns. • Maintained high customer satisfaction ratings by actively listening and responding appropriately to client concerns. • Handled high-volume inbound and outbound customer interactions for multinational hotel chains, ensuring timely resolution of queries across booking, billing, and service-related concerns. • Resolved complex issues related to room reservations, loyalty programs, cancellations, and refund policies while adhering to global hospitality standards. • Helped coordinate daily team tasks, ensuring smooth workflow and coverage during peak periods or staff absences. • Consistently met or exceeded key performance indicators (KPIs) including First Call Resolution (FCR), Average Handle Time (AHT), and Net Promoter Score (NPS). • Utilized CRM and ticketing systems (e.g., Salesforce) to document interactions and track issue resolution. • Acted as a point of contact for junior team members, assisting them with handling complex customer issues. • Participated in team meetings and training sessions to continuously improve service skills and customer communication. • Played a key role in improving overall team response times and reducing call escalations through peer support and collaboration.

Customer Service Specialist at Logic hire Global Software Solutions, Jun 2024 - Aug 2024 · 3 mos, Handled incoming calls, emails, and chats from customers regarding general inquiries, problem-related questions, and service requests. Recorded customer interactions accurately and ensured timely follow-ups for open requests or unresolved concerns. Maintained high customer satisfaction ratings by actively listening and responding appropriately to client concerns. Handled high-volume inbound and outbound customer interactions for multinational hotel chains, ensuring timely resolution of queries across booking, billing, and service-related concerns. Resolved complex issues related to room reservations, loyalty programs, cancellations, and refund policies while adhering to global hospitality standards. Helped coordinate daily team tasks, ensuring smooth workflow and coverage during peak periods or staff absences. Consistently met or exceeded key performance indicators (KPIs) including First Call Resolution (FCR), Average Handle Time (AHT), and Net Promoter Score (NPS). Utilized CRM and ticketing systems (e.g., Salesforce) to document interactions and track issue resolution. Acted as a point of contact for junior team members, assisting them with handling complex customer issues. Participated in team meetings and training sessions to continuously improve service skills and customer communication. Played a key role in improving overall team response times and reducing call escalations through peer support and collaboration.

Customer Service Specialist at Amazon Development Center, Apr 2024 - Jul 2024 · 4 mos, Handled North America (NA) Voice process, providing end-to-end customer support related to retail billing inquiries, order issues, refunds, and delivery updates. Resolved customer concerns efficiently while maintaining high quality, accuracy, and customer satisfaction. Followed Amazon policies and global service standards, managed high call volumes, and ensured timely resolution with a customer-first approach.

Customer Support Associate at Amazon Development Center, Apr 2024 - Jun 2024 · 3 mos, Experienced in handling multiple customer support processes across voice and email channels, including SDS Phone, SWA calls and emails, UK MU, GSF Support, Amazon Prime, and Primary Phase 2. Provided accurate resolution for customer queries related to orders, billing, account issues, Prime benefits, and delivery updates. Consistently met quality and productivity targets while following Amazon policies, ensuring high customer satisfaction, and supporting global service standards.

Education

Masters of Arts - M.A, English Language and Literature/Letters, Anwar Ul Uloom College Arts Commerce

Advanced Human Resource Management, Human Resources Management and Services, Internshala Trainings