Umra Waseem profile photo 1 on Tal

Umra Waseem

As a TaskUs trust and safety team member, the individual is dedicated to maintaining online security and safety for all users, showcasing a steadfast commitment to a secure digital environment.

Bhopal

3+ years of work experience

TaskUs
Nov 20231 yr 8 mosJun 2025

India

TaskUs
Nov 20231 yr 8 mosJun 2025

Tech Mahindra
Jan 20236 mosJun 2023

India

Tech Mahindra
Oct 20224 mosJan 2023

Provided telecom-related support to global customers via voice and email, addressing a wide range of issues including network connectivity, service outages, device configuration, and account inquiries. Ensured clear communication and timely resolutions while adapting to diverse customer needs and technical levels. Maintained a professional tone and clear communication in all customer interactions. Assisted users with billing concerns, service upgrades, and plan-related queries. Resolved a high volume of support tickets daily while consistently maintaining strong CSAT (Customer Satisfaction) scores by applying effective troubleshooting techniques and personalized customer service. Prioritized and managed multiple support cases in a fast-paced environment. Supported the escalation team with thorough and accurate documentation of complex cases. Followed company SOPs to ensure compliance, accuracy, and service quality.
Sutherland
Sep 20211 yr 2 mosOct 2022

India

Sutherland Global Services Ltd
Jul 20211 yr 2 mosAug 2022

Handled voice support for international customers, providing assistance across multiple time zones. Delivered accurate and timely resolutions for technical issues related to telecom services and devices. Addressed billing inquiries, clarified charges, and assisted with payment processing to ensure customer satisfaction. Maintained high performance by consistently meeting or exceeding call handling time and quality benchmarks. Achieved targeted customer satisfaction scores through effective communication and problem-solving skills. Documented customer interactions and case details accurately in CRM systems for seamless follow-up and escalation. Adapted to diverse customer needs, demonstrating cultural sensitivity and patience during interactions. Collaborated with team members and supervisors to resolve complex cases and improve service processes.

Education

Barkatullah University, Bhopal

Bachelor of Commerce computer bcom, Business Administration and Management, General

Barkatullah University, Bhopal

20163 yrs2019
Barkatullah University Institute of technology Bhopal

Bachelor of Commerce

Barkatullah University Institute of technology Bhopal

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Headline

As a TaskUs trust and safety team member, the individual is dedicated to maintaining online security and safety for all users, showcasing a steadfast commitment to a secure digital environment.

About

🌟 “Content Moderator & Customer Support Specialist with 3+ years of experience | Open to full time Remote Roles.” 💬 “Helping companies deliver safe, high-quality online experiences through content moderation and customer support.” 🚀 “Detail-oriented professional with 3+ years in customer support and content safety, now seeking full time remote opportunities.”

Location

Bhopal

Work experience

Trust and safety at TaskUs, Nov 2023 - Jun 2025 · 1 yr 8 mos, India

Content Moderator at TaskUs, Nov 2023 - Jun 2025 · 1 yr 8 mos

Customer Service Representative at Tech Mahindra, Jan 2023 - Jun 2023 · 6 mos, India

Customer Support Associate at Tech Mahindra, Oct 2022 - Jan 2023 · 4 mos, Provided telecom-related support to global customers via voice and email, addressing a wide range of issues including network connectivity, service outages, device configuration, and account inquiries. Ensured clear communication and timely resolutions while adapting to diverse customer needs and technical levels. Maintained a professional tone and clear communication in all customer interactions. Assisted users with billing concerns, service upgrades, and plan-related queries. Resolved a high volume of support tickets daily while consistently maintaining strong CSAT (Customer Satisfaction) scores by applying effective troubleshooting techniques and personalized customer service. Prioritized and managed multiple support cases in a fast-paced environment. Supported the escalation team with thorough and accurate documentation of complex cases. Followed company SOPs to ensure compliance, accuracy, and service quality.

Customer Service Representative at Sutherland, Sep 2021 - Oct 2022 · 1 yr 2 mos, India

Customer Service Representative at Sutherland Global Services Ltd, Jul 2021 - Aug 2022 · 1 yr 2 mos, Handled voice support for international customers, providing assistance across multiple time zones. Delivered accurate and timely resolutions for technical issues related to telecom services and devices. Addressed billing inquiries, clarified charges, and assisted with payment processing to ensure customer satisfaction. Maintained high performance by consistently meeting or exceeding call handling time and quality benchmarks. Achieved targeted customer satisfaction scores through effective communication and problem-solving skills. Documented customer interactions and case details accurately in CRM systems for seamless follow-up and escalation. Adapted to diverse customer needs, demonstrating cultural sensitivity and patience during interactions. Collaborated with team members and supervisors to resolve complex cases and improve service processes.

Education

Bachelor of Commerce computer bcom, Business Administration and Management, General, Barkatullah University, Bhopal

Bachelor of Commerce, Barkatullah University Institute of technology Bhopal

Umra Waseem - Trust and safety in Bhopal | Tal