Mariya Dhami
Customer Service Supervisor
Kathmandu, NP.About
Customer-focused and service-oriented professional with strong experience in customer service supervision, front desk operations, and complaint handling within the ISP sector. Skilled in managing customer escalations, coordinating with technical teams, and monitoring key performance indicators to improve service quality. Seeking a Customer Service Supervisor position to leverage proven leadership, communication, and operational skills to enhance customer satisfaction and drive organizational growth.
Work
Classic Tech Pvt. Ltd.
|Customer Service Supervisor / National Fiber Officer
Kathmandu, Bagmati Province, Nepal
→
Summary
Led daily front desk operations and customer service workflow for a leading ISP, ensuring high standards of service delivery and operational efficiency.
Highlights
Supervised daily front desk operations, streamlining customer service workflow to enhance efficiency and customer experience for a broad client base.
Managed and resolved complex customer complaints and inquiries, reducing escalation rates through effective coordination with technical and field teams.
Monitored critical customer support KPIs, including resolution time and escalation rate, implementing data-driven strategies to improve service performance.
Maintained comprehensive complaint logs and service documentation, ensuring accurate record-keeping and facilitating efficient issue tracking and resolution.
Prepared daily and weekly service updates and reports, providing actionable insights to management for continuous service improvement initiatives.
Contributed to process improvements that successfully reduced complaint backlog and enhanced overall service efficiency and customer satisfaction.
Seasonal Manpower
|Document Section Officer
Kathmandu, Bagmati Province, Nepal
→
Summary
Managed client documentation and administrative processes, ensuring accuracy and efficient workflow for diverse client needs.
Highlights
Managed and maintained an organized client documentation and record system, ensuring high levels of accuracy and accessibility.
Assisted numerous customers with application processing and required paperwork, improving submission efficiency and client satisfaction.
Verified documents for accuracy and completeness, ensuring timely submission and adherence to regulatory requirements.
Coordinated effectively with internal staff to ensure smooth documentation workflow, minimizing delays and enhancing operational efficiency.
Laliguras School
|Teacher
Kathmandu, Bagmati Province, Nepal
→
Summary
Delivered classroom instruction and supported student learning activities, contributing to a positive educational environment.
Highlights
Delivered engaging classroom instruction and provided comprehensive support for student learning activities, fostering academic growth.
Assisted in classroom management and discipline handling, maintaining an organized and conducive learning environment for students.
Coordinated effectively with staff and communicated regularly with guardians regarding student performance and developmental progress.
Supported various school activities and administrative tasks, contributing to the smooth operation and success of school initiatives.
Education
Baneshwor Campus
→
Bachelor (BSW)
Social Work
Manohar Higher Secondary School
→
+2
General Studies
Grade: Distinction
Greenland School
→
S.L.C
General Studies
Grade: First Division
Languages
Nepali
English
Hindi
Skills
Customer Service & Operations
Customer Service Operations, Front Desk Supervision, Customer Complaint Handling, Resolution & Escalation Management, Service Coordination with Technical / Field Support Teams, Customer Support KPI Monitoring (Resolution Time, Escalation Rate, CSAT), Ticketing, Complaint Logging & Service Documentation Management, Daily Service Reporting & Performance Tracking, Customer Retention & Service Recovery Handling, Service Quality Improvement & Process Optimization.
Communication & Interpersonal Skills
Professional Communication, Customer Interaction, Conflict Handling & Customer Negotiation Skills, Team Support, Strong Communication and Interpersonal Ability.
Administrative & Organizational Skills
Office Administration, Record Management & Documentation Control, Work Allocation & Task Follow-up, Strong Time Management, Multitasking & Work Prioritization, Responsible, punctual, and detail-oriented.
Problem Solving & Adaptability
Ability to work under pressure and handle multiple tasks, Quick learner with adaptability to new environments, Positive attitude with strong teamwork mindset.