mubasshira khan

Managed high-volume inbound customer and rider queries via chat and calls, ensuring timely and accurate resolution across multiple query categories. Handled complaint resolution, escalation management, and follow-ups — maintaining high customer satisfaction and SLA adherence. Logged all interactions and resolutions in CRM systems to support quality audits, team reporting, and management dashboards. Coordinated cross-functionally with logistics, operations, and tech teams to minimise service disruptions. Delivered empathetic, professional communication in a high-pressure, target-driven environment — contributing to improved customer retention metrics.