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Sadiya Fatima
Looking for a jobCustomer Delight Executive
Customer service professional at Zomato and Amazon who resolved customer complaints and managed high-volume support cases.
IndiaCustomer Delight Executive at Zomato
About
At Zomato, I handled delivery complaints through chat, phone, and email, resolving most without escalation. I also worked with delivery partners and restaurant vendors to fix order issues and reduce repeat customer contact.
At Amazon, I managed high-volume calls and chats about orders, returns, refunds, and account access, logging cases in the CRM and maintaining CSAT and handle-time numbers during busy periods. At UniAcco, I guided international student clients from their first accommodation inquiry through to a signed booking, keeping CRM records and paperwork on track.
Experience
Customer Delight Executive
Handled customer complaints across chat, phone, and email for delivery orders, resolving most without escalation. Coordinated with delivery partners and restaurant vendors to resolve order issues and monitored order tracking to prevent problems.
Customer ServiceComplaint HandlingEscalation ManagementLive ChatEmail SupportPhone SupportOrder TrackingVendor coordination
Customer Service Associate
Managed high volume of inbound calls and chats regarding orders, returns, refunds, and account access. Resolved billing discrepancies and delivery disputes by coordinating with logistics and fulfillment teams, and maintained CSAT and handle time metrics.
Customer ServiceInbound CallsLive Chat
Education
Symbiosis University
Pursued a Postgraduate Diploma in Management with a major in Marketing Management.
BITS Pilani Digital
Earned a Professional Certificate in Generative and Agentic AI.
Grow with Google
Completed an Advanced Data Analytics program.
IIM
Completed a Diploma in Digital Marketing.
Coursera
Completed a Clinical Psychology program.
Grow with Google
Completed a UX Design program.
RHMCA
Completed a Bachelor's degree in Catering Technology and Culinary Arts with relevant coursework in Hotel Management and Culinary Arts.