Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Rokaiya Asmal

Scarborough,ON

Summary

Accomplished Customer Service Manager with a proven track record at Big Bazaar, enhancing customer satisfaction and loyalty through expert resolution of complaints and leadership in team collaboration. Skilled in critical thinking and active listening, significantly reduced customer complaints by fostering a solution-oriented and empathetic service environment.

Overview

8
8
years of professional experience

Work History

Customer Service Representative

Single Point Sourcing
08.2022 - Current
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.

Customer Service Manager

Big Bazaar
04.2016 - 08.2022
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty.
  • Took ownership of customer issues and followed problems through to resolution.
  • Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
  • Reduced customer complaints, proactively addressing issues and implementing effective solutions.

Education

GED -

Middlefield Collegiate Institute
Markham, ON
07.2016

Skills

  • Customer Service
  • Problem-solving abilities
  • Active Listening
  • Critical Thinking
  • Problem Resolution
  • Customer Relations
  • Call center experience
  • Complaint resolution
  • Follow-up skills
  • Call Management

Languages

English
Native or Bilingual
Hindi
Full Professional
Gujarati
Native or Bilingual
Urdu
Full Professional

Timeline

Customer Service Representative

Single Point Sourcing
08.2022 - Current

Customer Service Manager

Big Bazaar
04.2016 - 08.2022

GED -

Middlefield Collegiate Institute

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Rokaiya Asmal