Merna M.

Customer Service Specialist | Banking, Money Transfer & Airline Support I am a dedicated Customer Service Specialist with over 3 years of experience delivering high-quality support across international BPO environments. I have worked with companies such as Sutherland, Flairstech, and Optimum Intelcia, handling accounts related to banking and money transfer services (Fintech), airline reservations, and retention for non-payment cases. Throughout my experience, I have developed strong problem-solving and communication skills while assisting customers through phone, chat, and ticketing systems. My background includes resolving complex customer issues, improving customer satisfaction, and maintaining excellent performance metrics such as AHT, quality scores, and first-call resolution. I am experienced with industry tools and systems including CRM platforms, Salesforce, Zendesk, and Amadeus GDS for airline bookings and ticket management. Key Skills: • Customer Support (Phone, Chat, Email) • Banking & Money Transfer Support • Airline Reservations & Ticketing (Amadeus GDS) • Retention & Billing / Non-Payment Handling • CRM, Salesforce, Zendesk • Strong Soft Skills & Conflict Resolution • Multitasking in Fast-Paced Environments • Maintaining Low AHT and High CSAT