Zaid Maqbool Lone

About Zaid Maqbool Lone

I\'m a customer-focused professional with a growing track record in delivering…

Experience

1. Customer Service Associate Ii

   FIS

   Jun 2025 — Present · Delhi, IN

   Chat Support – Vodafone UK ProcessDelivering real-time support to Vodafone UK customers via live chat for broadband and mobile-related inquiries.Handling end-to-end service activations, order processing, fault reporting, and billing queries with a customer-first approach.Navigating tools like OnePortal, Halo, CityFibre Portal, and Openreach Portal to diagnose issues and provide accurate resolutions.Utilizing Nuance Agent and Genesys for efficient chat management, ensuring compliance with SLAs and quality standards.Coordinating with backend technical and provisioning teams to resolve complex broadband provisioning delays and order failures.Providing customers with clear, timely updates on service installation dates, engineer appointments, and service progress.Managing sensitive customer data responsibly, adhering to GDPR guidelines and Vodafone UK privacy policies.Supporting escalation processes by documenting cases accurately and ensuring appropriate follow-up actions are taken.Contributing to a positive customer experience through empathetic communication and issue ownership.Participating in refresher training and daily stand-ups to stay current with evolving processes and service updates.Assisting team leaders by mentoring new agents, providing quality feedback, and sharing best practices.Recognized for consistently maintaining high CSAT scores, low response times, and strong adherence to KPIs.