AYESHA ANWAR

Business Line: Rogers and Fido

• Customer Support: Successfully managed a high volume of inbound and outbound calls for Rogers and Fido, providing exceptional customer service and support for account inquiries, billing issues, and technical troubleshooting. With an average of 50 calls per day with a 99% customer satisfaction rate.

• Problem Resolution: Demonstrated strong problem-solving skills by resolving customer complaints efficiently and effectively, ensuring customer satisfaction and loyalty.

• Product Knowledge: Maintained comprehensive knowledge of Rogers and Fido products and services, enabling the delivery of accurate information and personalized recommendations to customers.

• Sales and Upselling: Consistently achieved sales targets by identifying customer needs and offering relevant product upgrades and add-ons, contributing to increased revenue for Rogers and Fido.

• Communication Skills: Utilized excellent communication skills to interact with customers, building rapport and understanding their needs to provide tailored solutions.

• Team Collaboration: Worked collaboratively with team members and supervisors to achieve department goals, ensuring a positive and productive work environment.

• Performance Metrics: Exceeded key performance indicators (KPIs) such as average handling time, first call resolution, and customer satisfaction scores through dedicated service excellence.

• Technical Support: Assisted customers with technical issues related to their mobile devices and services, guiding them through troubleshooting steps and resolving problems efficiently.

• Adaptability: Adapted to changing processes and technologies, demonstrating flexibility and a commitment to continuous improvement in service delivery.

• Responded to customer inquiries through various communication channels, including phone, email, live chat, and social media.
• Provided step-by-step guidance to assist customers with using products, troubleshooting technical issues, and navigating the platform.
• Maintained a comprehensive knowledge of products and services to provide accurate information to customers.
• Received recognition from supervisors for consistently exceeding monthly performance metrics.

• Handled customer inquiries and suggestions courteously and professionally.
• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
• Answered constant flow of customer calls with minimal wait times.