Nazia Ferdous Prosha

Customer Experience Specialist @Xero

Manchester, GB

Provides timely, accurate and helpful responses to customers as per agreed targets, being consistently above the team average targets.• Ensure that all case details are captured fully and accurately using case management applications such as Salesforce. Raised Jiras with the product team to facilitate the investigation process.• Escalating any issues that occur on a day-to- day basis, whilst making sure that the customer is kept up to date with case management.• Providing feedback to improve the service offered to our customers and Xero processes.• Using sumo logic and additional internal tools such as Confluence to identify any errors and effectively address them.• Consistently achieving high CSAT score and being a top performer in the team - in calls (above the 10% target), case manangement (above the 3.7 target) and resolution rate (above the 60% target).

University of Malaya

Bachelor of Accounting