Iram Akmal
Milton,ON
Summary
Dynamic Senior Customer Support Specialist with a proven track record at Exponent Business Solutions, enhancing customer retention through exceptional support and relationship management. Leveraged analytical thinking and multitasking to resolve complex issues, boosting team collaboration. Excelled in CRM and active listening, significantly improving service delivery and customer satisfaction.
Overview
6
6
years of professional experience
Work History
Senior Customer Support Specialist
Exponent Business Solutions
Lahore, Punjab, Pakistan
11.2021 - 09.2024
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
- Tracked customer feedback to identify trends and areas of improvement within the organization.
- Contacted customers about potential service upgrades, new services and account changes.
- Performed needs analysis and presented options based on findings to help customers make decisions.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Provided customer service and technical support for customers via phone, email, and chat.
- Prioritized workloads to meet customer needs and maintain established deadlines in fast-paced environment.
- Utilized advanced technical skills and expertise to troubleshoot complex problems and implement solutions.
- Provided support and guidance to colleagues to maintain a collaborative work environment.
Customer Sales Associate
Exponent Business Solutions
Lahore, Punjab, Pakistan
03.2019 - 10.2021
- Managed loyalty programs, signing up new members and explaining benefits to enhance customer retention.
- Participated in staff training sessions related to sales techniques or customer service skills.
- Determined customer needs by asking questions and offering targeted options.
- Built customer loyalty by placing follow-up calls to customers reporting product issues.
- Assisted customers by asking open-ended questions to understand needs and suggest suitable merchandise.
- Developed and maintained relationships with regular customers, providing personalized service to encourage repeat business.
- Followed-up with customers after purchase to ensure satisfaction with their purchase experience.
- Worked closely with other departments within the organization to meet customer needs.
- Produced sales documents, finalized deals and filed records.
- Tracked customer orders to ensure timely delivery of purchased items.
- Addressed customer questions and concerns regarding products and services.
Education
Bachelor of Science - Human Nutrition
University of Management And Technology
Lahore, Pakistan03-2023
Skills
- Customer relationship management (CRM)
- Multitasking and organization
- Decision-making
- Exceptional Customer Support
- Adaptability and flexibility
- Team collaboration
- Active listening
- Live chat support
- Appointment scheduling
- Feedback reception
- Analytical thinking
Languages
English
Full Professional
Urdu
Native/ Bilingual
Punjabi
Native/ Bilingual
Timeline
Senior Customer Support Specialist
Exponent Business Solutions
11.2021 - 09.2024
Customer Sales Associate
Exponent Business Solutions
03.2019 - 10.2021
Bachelor of Science - Human Nutrition
University of Management And Technology
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