Fatemah Mulla

Customer Service Chat Support Specialist | ASOS (EU Market)

Delivered real-time customer support for ASOS fashion customers across EU destinations via chat, handling inquiries related to orders, deliveries, returns, refunds, payments, product information, and account support. Resolved customer issues efficiently while maintaining high satisfaction standards, brand voice, and service KPIs. Supported multilingual and cross-border customer experiences by ensuring compliance with EU service expectations, logistics processes, and customer retention strategies. Skilled in problem-solving, complaint resolution, CRM tools, and providing seamless online shopping support in a fast-paced e-commerce environment.

Experienced customer service and telecom operations professional with hands-on expertise at Tech Mahindra (3 Global Services UK process), specializing in billing support, technical troubleshooting for smartphones/tablets, soft collections, customer retention, and high-level escalations management. Selected internally for Process Trainer, Soft Skills Trainer, and CRM Trainer responsibilities based on strong performance, product knowledge, and communication excellence. Skilled in handling complex customer concerns, formal complaint resolution, Ombudsman/Ofcom escalation management, CRM systems, and delivering customer-centric solutions in fast-paced international support environments.

Accommodation Officer with experience managing end-to-end housing coordination for healthcare professionals, supporting doctors and nurses on contract assignments across NHS hospitals. Responsible for arranging suitable, timely, and cost-effective accommodation based on hospital allocations, staff preferences, and operational needs. Skilled in coordinating hospital accommodation placements, sourcing alternative stays through Booking.com and Airbnb when internal capacity was full, handling booking logistics, vendor communication, issue resolution, and ensuring smooth relocation support for medical staff. Strong organizational, customer service, and problem-solving skills in fast-paced healthcare staffing environments.

Customer Service & Telecom Operations Professional at Tech Mahindra (3 Global Services UK Process) since February 2015, with comprehensive cross-functional experience across customer support, billing, technical assistance, retention, and escalations. Trained extensively in UK telecom operations, including billing support, technical troubleshooting for smartphones and tablets, soft collections, customer retention strategies, CRM systems, and complaint handling. Managed complex customer interactions involving service disputes, formal complaints, and escalations to Ombudsman and Ofcom, ensuring compliance and customer satisfaction. Recognized for strong communication, leadership potential, and operational excellence, leading to internal responsibilities in process training, soft skills development, and CRM training. Demonstrated expertise in customer experience management, conflict resolution, and delivering high-quality support in a fast-paced international BPO environment.