Firdous Majeed Lone

• Provided operational and technical support via phone, chat, and email, ensuring
smooth delivery and logistics workflows.
• Provided application and account support, assisting users with app navigation,
feature-related queries, login issues, access problems, and basic technical
troubleshooting.
• Resolved customer and delivery partner queries with empathy and professionalism,
achieving strong first-contact resolution. Troubleshoot delivery delays, shipment
discrepancies, routing issues, and account-level concerns.
• Collaborated with teams across NA, EMEA, and APAC to resolve escalations within
SLA timelines.
• Maintained strict compliance with data security, quality standards, and performance
metrics including CSAT, AHT, and QA

• Delivered high-quality multi-channel customer support (call, chat, email) to users
across NA, EMEA and APAC
• Supported Google Play users across multiple time zones, delivering high-quality
customer assistance.
• Troubleshoot app-related issues including installation failures, crashes, performance
problems, and device compatibility errors.
• Managed in-app purchase issues, Google Play balance queries, gift card redemption
errors, and account-linked payment failures.
• Reviewed and processed chargeback-related cases, analysed transaction logs,
verified user claims, and followed defined workflows to support dispute resolution.
• Consistently met or exceeded CSAT, Quality, SLA, and productivity targets
maintaining strong performance during high-volume periods.
• Performed KYC-related checks, account validations, and security screening as
required, ensuring compliance with Googles global policies.
• Coordinated with global technical, policy, and engineering teams to resolve
escalations efficiently.
• Performed KYC-related checks, account validations, and security screening as
required, ensuring compliance with Googles global policies.

• Managed full-cycle recruitment and onboarding for 25+ nurses and allied healthcare
professionals supporting US healthcare clients.
• Screened resumes, conducted initial telephonic assessments, and coordinated
• Interview scheduling with hiring managers.
• Handled credentialing, compliance documentation, and contract processing in line with US
healthcare regulatory requirements.
• Maintained high levels of data accuracy across ATS and internal HR systems.
• Delivered a positive candidate experience through timely communication, feedback, and
follow-ups.
• Prepared and shared weekly recruitment reports and hiring analytics with managers and
leadership.
• Operated effectively in a fast-paced environment, managing multiple requisitions
simultaneously.

• Conducted high-volume phone, email, and messaging communication with healthcare
professionals across the UK for medical staffing.
• Coordinated booking, rescheduling, and cancellation of shifts across multiple UK hospitals.
• Managed timesheet verification, atendance tracking, and payment coordination, ensuring
payroll accuracy.
• Tracked candidate availability and scheduled professionals for future rosters.
• Worked with travel nurses across multiple specialities, supporting placement and shift
Allocation.
• Maintained accurate CRM records while ensuring confidentiality and compliance with UK
healthcare standards.
• Managed urgent staffing requests and last-minute changes in a fast-paced recruitment
environment

• Sourced and screened candidates across multiple job boards for IT and non-IT roles,
ensuring alignment with client requirements.
• Conducted initial candidate interviews, evaluated skills and experience, and submited
qualified profiles to hiring managers.
• Developed expertise in US tax and employment terms including C2C, W2, and 1099,
ensuring compliance and accurate resource allocation.
• Utilized LinkedIn Recruiter and advanced search techniques to identify, atract, and engage
top talent.
• Maintained candidate data, tracked hiring progress, and supported end-to-end recruitment
activities.