Riya Fathima

Motivated and detail-oriented IT graduate with strong communication, stakeholder management, and technical skills. Proven record of resolving customer issues, handling escalations, and exceeding targets in high-pressure environments. Recognized for quick learning, problem-solving, and delivering exceptional user experiences.

WORK EXPERIENCE

• Process Associate - Customer Support Specialist | Genpact, Hyderabad | 2023 - 2025

- Resolved customer issues via phone, chat, and email with empathy.

- Exceeded team performance metrics and recognized as a top performer.

- Reduced wait times by streamlining support processes.

- Managed escalations to improve satisfaction and retention.

- Trained and mentored new team members to ensure high-quality service delivery.

- Collaborated with cross-functional teams for process improvements.

- Analyzed customer feedback to enhance service operations.

- Achieved consistent customer satisfaction scores above 95%.

Process Associate - Pixel Hardware Support Specialist | Genpact, Hyderabad | 2023 - 2025

- Delivered expert hardware support for Google Pixel devices via call.

- Managed replacements and returns with accuracy and empathy.

- Resolved complex hardware issues with high first-call resolution rates.

- Consistently exceeded resolution time targets and received multiple appreciations.

- Recognized for leadership and efficiency during escalations.

- Documented and improved workflows to enhance efficiency.

• B.Tech - Information Technology | BVRIT Hyderabad College of Engineering for Women, 2023

• Senior Secondary - Sri Chaitanya Junior College, 2019

• CBSE Board - CNR High School, 2017