Hafsa Mannan
Ottawa,ON
Summary
Detail-oriented professional experienced in addressing customer inquiries and resolving issues. Recognized for exceptional customer service and data analysis skills, committed to ensuring positive outcomes and enhancing customer satisfaction.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Customer Support Specialist
Foundever
Ottawa, Ontario
06.2024 - Current
- Addressed customer inquiries regarding Intuit Quickbooks online payroll via phone and chat channels.
- Delivered solutions including reconciliation and payroll processing within software
- Resolved technical issues using internal support tools and resources.
- Provided product information and troubleshooting assistance to customers using screen share when needed.
- Utilized critical thinking skills to enhance decision-making processes.
Identified unique insights overlooked by others to drive effective solutions. - Maintained up-to-date knowledge of company products and services.
- Created detailed reports on customer feedback for management review.
- Followed up with customers after issue resolution to ensure their satisfaction with the outcome.
- Exhibit true self at work while reflecting commitment to values of trust, teamwork, and accountability.
Customer Service Representative (intern)
RBC Malaysia
Kualalumpur, ON
05.2023 - 10.2023
- Managed customer accounts through internal CRM systems, ensuring accurate balance and transaction information.
- Educated customers on online banking features and security protocols to enhance usage.
- Resolved customer complaints promptly, delivering exceptional service and support.
- Maintained organized records of customer interactions for future reference and analysis.
- Executed administrative tasks including filing documents, updating databases, and generating reports.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
Education
BBA - Business Administration
UNITAR University
Kualalumpur 01-2024
Skills
- Payroll processing
- Data analysis
- Conflict resolution
- Critical thinking
- Adaptability and flexibility
- Account management
- Customer relationship management
Certification
CSC
Timeline
Customer Support Specialist
Foundever
06.2024 - Current
Customer Service Representative (intern)
RBC Malaysia
05.2023 - 10.2023
BBA - Business Administration
UNITAR University