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AMEENA H

Operations & Customer Success Specialist | 8+ Yrs | Zendesk · Jira · CRM · Metabase | SLA & Escalation Expert | B2B | Open to Work

Bengaluru

9+ years of work experience

SOLV
Apr 20215 yrs 3 mosPresent

Handling return related cases received from customers. Validating the Proofs received from customer for the complaint raised. Follow-up with logistic team about the order deliveries. Attending to customers complaints/tickets about the order related issue. Resolving customers refund related issue. Resolving dispute related issue by co-ordination with cross teams. Resolving queries of customer related to Solv application. Providing complete end to end resolution to customers. Taking confirmation from the customers about the order delivered/returned/refund. Sending reports to higher management everyday by EOD. Attending tickets and closing the same within a given SLA.
Solv (B2B E-commerce Platform)
Apr 20215 yrsMar 2026

Managed end-to-end support for 500+ monthly tickets across voice calls, live chat, and email channels covering orders, refunds, and disputes via Zendesk. Handled 80+ daily chat and email interactions, maintaining first response time (FRT) within defined SLA targets across all channels. Managed L1/L2 escalations with full ownership — performed RCA and implemented preventive action plans. Coordinated with logistics and cross-functional teams ensuring 95%+ on-time SLA adherence across all communication channels. Achieved consistent CSAT improvement through proactive issue resolution and timely customer communication via chat and email. Managed end-to-end order lifecycle for B2B sellers — from order placement and tracking to fulfillment confirmation. Coordinated with logistics partners and warehouse teams to ensure on-time delivery and accurate order status updates. Handled returns, refunds, and dispute resolution for order-related queries, reducing average resolution TAT by 35%. Monitored order exceptions (delays, cancellations, short shipments) and proactively communicated updates to sellers via chat and email. Collaborated with vendor/seller teams to resolve fulfillment discrepancies and ensure order accuracy. Maintained order management dashboards in Metabase to track pending, in-transit, and completed orders. Managed end-to-end onboarding of 200+ customers and sellers per quarter via email and chat with minimal turnaround time. Guided new users through account setup via chat and email support, reducing onboarding drop-off by streamlining the experience. Verified customer credentials (phone, email, bank accounts) using internal tools ensuring 100% KYC compliance. Coordinated with internal activation teams to reduce account setup TAT by 20%. Built and maintained operational dashboards using Metabase for daily/weekly performance tracking across ticket, order, and onboarding metrics.
ISC Teleperformance private limited
Sep 20181 yr 6 mosFeb 2020

Building a relationship with the customer and understand the customer needs and financial requirements. Providing financial solutions to the customers and ensuring value- added services. Achieving the set target of revenue (IPG and other cross-sells) from the mapped set of customers associated with him/her.
Teleperformance (Axis Bank)
Sep 20181 yr 6 mosFeb 2020

Managed a portfolio of 300+ banking customers via phone calls, chat, and email — delivering tailored financial solutions and cross-sell products. Handled inbound and outbound customer interactions across channels, ensuring consistent experience and prompt query resolution. Responded to customer emails and chat queries within defined SLA, maintaining response quality and accuracy for banking-related concerns. Exceeded monthly sales targets for 6 consecutive quarters through consultative relationship management. Built long-term customer relationships increasing retention and NPS scores.
Hinduja Global Solutions PVT. LTD
Oct 20152 yrs 8 mosMay 2018

Responsible for deepening the existing relationships by cross selling of Bank's products and Services/ third party investment products. To develop and strengthen customer relationships through effective relationship management following the business goals. Providing regular market information and updates to the customers (Upselling, cross selling).

Education

Ballari Institute of Technology and Management

Bachelor of Engineering, Information Science/Studies

Ballari Institute of Technology and Management

20114 yrs2015
Visvesvaraya Technological University

Visvesvaraya Technological University

20114 yrs2015

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Headline

Operations & Customer Success Specialist | 8+ Yrs | Zendesk · Jira · CRM · Metabase | SLA & Escalation Expert | B2B | Open to Work

Location

Bengaluru

Work experience

Senior Specialist-Operations at SOLV, Apr 2021 - Present · 5 yrs 3 mos, Handling return related cases received from customers. Validating the Proofs received from customer for the complaint raised. Follow-up with logistic team about the order deliveries. Attending to customers complaints/tickets about the order related issue. Resolving customers refund related issue. Resolving dispute related issue by co-ordination with cross teams. Resolving queries of customer related to Solv application. Providing complete end to end resolution to customers. Taking confirmation from the customers about the order delivered/returned/refund. Sending reports to higher management everyday by EOD. Attending tickets and closing the same within a given SLA.

Operational Specialist at Solv (B2B E-commerce Platform), Apr 2021 - Mar 2026 · 5 yrs, Managed end-to-end support for 500+ monthly tickets across voice calls, live chat, and email channels covering orders, refunds, and disputes via Zendesk. Handled 80+ daily chat and email interactions, maintaining first response time (FRT) within defined SLA targets across all channels. Managed L1/L2 escalations with full ownership — performed RCA and implemented preventive action plans. Coordinated with logistics and cross-functional teams ensuring 95%+ on-time SLA adherence across all communication channels. Achieved consistent CSAT improvement through proactive issue resolution and timely customer communication via chat and email. Managed end-to-end order lifecycle for B2B sellers — from order placement and tracking to fulfillment confirmation. Coordinated with logistics partners and warehouse teams to ensure on-time delivery and accurate order status updates. Handled returns, refunds, and dispute resolution for order-related queries, reducing average resolution TAT by 35%. Monitored order exceptions (delays, cancellations, short shipments) and proactively communicated updates to sellers via chat and email. Collaborated with vendor/seller teams to resolve fulfillment discrepancies and ensure order accuracy. Maintained order management dashboards in Metabase to track pending, in-transit, and completed orders. Managed end-to-end onboarding of 200+ customers and sellers per quarter via email and chat with minimal turnaround time. Guided new users through account setup via chat and email support, reducing onboarding drop-off by streamlining the experience. Verified customer credentials (phone, email, bank accounts) using internal tools ensuring 100% KYC compliance. Coordinated with internal activation teams to reduce account setup TAT by 20%. Built and maintained operational dashboards using Metabase for daily/weekly performance tracking across ticket, order, and onboarding metrics.

Digital – Relationship Manager at ISC Teleperformance private limited, Sep 2018 - Feb 2020 · 1 yr 6 mos, Building a relationship with the customer and understand the customer needs and financial requirements. Providing financial solutions to the customers and ensuring value- added services. Achieving the set target of revenue (IPG and other cross-sells) from the mapped set of customers associated with him/her.

Relationship Manager at Teleperformance (Axis Bank), Sep 2018 - Feb 2020 · 1 yr 6 mos, Managed a portfolio of 300+ banking customers via phone calls, chat, and email — delivering tailored financial solutions and cross-sell products. Handled inbound and outbound customer interactions across channels, ensuring consistent experience and prompt query resolution. Responded to customer emails and chat queries within defined SLA, maintaining response quality and accuracy for banking-related concerns. Exceeded monthly sales targets for 6 consecutive quarters through consultative relationship management. Built long-term customer relationships increasing retention and NPS scores.

Customer – Relationship Officer at Hinduja Global Solutions PVT. LTD, Oct 2015 - May 2018 · 2 yrs 8 mos, Responsible for deepening the existing relationships by cross selling of Bank's products and Services/ third party investment products. To develop and strengthen customer relationships through effective relationship management following the business goals. Providing regular market information and updates to the customers (Upselling, cross selling).

Education

Bachelor of Engineering, Information Science/Studies, Ballari Institute of Technology and Management

Visvesvaraya Technological University