Fowzia Jalali
Mississauga,Ontario
Summary
Diplomatic customer service professional experienced in defining and analyzing customer requests to resolve issues. Accurate in documenting customer concerns and dedicated to maintaining deep knowledge of products and promotions. Confident communicator recognized for consistently receiving excellent customer feedback. Hardworking employee with customer service, multitasking and time management abilities. Devoted to giving every customer a positive and memorable experience.
Overview
1
1
year of professional experience
Work History
Customer Service Representative
SERVICE ONTARIO
Oakville, ON
09.2022 - 11.2022
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Developed strong customer relationships to encourage repeat business.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Mentored new employees on procedures and policies to maximize team performance.
- Used proven techniques to de-escalate angry customers during telephone interactions.
Administrative Officer
TOTAL MATAL RECYCLING L.T.D
Mississauga, Ontario
02.2022 - 08.2022
- Automated office operations, managing internal communications, correspondence, record tracking and data analysis.
- Directed and oversaw office personnel activities.
- Conducted staff performance evaluations to monitor progress and individual skills.
- Supported senior leadership during executive decision-making process by generating daily reports to recommend corrective actions and improvements.
- Distributed memos and updates to apprise departments and divisions of corporate objectives and developments.
- Answered phone calls and emails to provide information, resulting in effective business correspondence.
- Responded effectively to sensitive inquiries or complaints.
- Maintained accurate department and customer records.
- Managed physical and digital files, monitored spreadsheets and updated reports to coordinate project materials.
- Tracked and submitted employee timesheets to prepare for payroll processing.
- Utilized editing programs to proofread content for typo-free emails, memos and documentation.
Education
Post-Baccaleurate Diploma - MEDICAL AESthetician Skin Care
ANDERSON COLLAGE
TORANTO 02.2023
BBA - ACCOUNTED, FINANCE AND HUMAN RESOURCE
INDIRA COLLAGE OF COMMERCE AND SCIENCE
INDIA 04.2019
Skills
- Business development understanding
- Problem-solving abilities
- Office equipment proficiency
- Call Center Operations
- Sales expertise
- Promotional support
- Microsoft Office expertise
- Inbound and Outbound Calling
- Customer relations
- Report creation
- Route management
- In-store support
- Senior leadership support
- Adaptive team player
- Shipping and receiving understanding
- Retail sales customer service
- High-energy attitude
- System implementation
- Data evaluation
Languages
English
Professional
Hindi
Professional
Persian
Native/ Bilingual
Timeline
Customer Service Representative
SERVICE ONTARIO
09.2022 - 11.2022
Administrative Officer
TOTAL MATAL RECYCLING L.T.D
02.2022 - 08.2022
Post-Baccaleurate Diploma - MEDICAL AESthetician Skin Care
ANDERSON COLLAGE
BBA - ACCOUNTED, FINANCE AND HUMAN RESOURCE
INDIRA COLLAGE OF COMMERCE AND SCIENCE
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