- Growing herbs, vegetables, or fruits in home gardens
- I enjoy cooking for friends and family gatherings
- Volunteering
- Watching Movies and TV Shows
- Baking
- I enjoy helping others and giving back to the community
- Offering time and support to shelters for the homeless, women, and animals
- I like trying new recipes and food trends
- Community Cleanup
- Personal Development and Self-Improvement
Shazia Ashraffi
Barrie,ON
Summary
Dynamic Customer Service Officer with HSBC Electronic Data Processing India, adept at enhancing client satisfaction through critical thinking and effective problem-solving. Proven track record in managing high call volumes while delivering exceptional service, contributing to departmental targets, and fostering strong client relationships. Skilled in CRM platforms and committed to continuous improvement.
Pursuing full-time role that presents professional challenges and leverages interpersonal skills, effective time management, and problem-solving expertise.
Overview
5
5
years of professional experience
Work History
Customer Service Officer
HSBC Electronic Data Processing India Private LTD
03.2017 - 07.2019
- Enhanced customer satisfaction by efficiently addressing and resolving their inquiries and concerns.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Maintained a high level of product knowledge to effectively assist customers with accurate information and recommendations.
- Streamlined communication between customers and internal departments for timely issue resolution.
- Collaborated with team members to identify areas of improvement in processes, resulting in more efficient service delivery.
- Participated in regular meetings with supervisors to discuss challenges faced during daily operations, identifying opportunities for growth and development.
- Contributed to the achievement of departmental targets by meeting key performance indicators consistently.
- Reduced response time by managing high call volumes of 70 to 85 calls while maintaining a professional demeanor under pressure.
- Responded to customer requests for products, services, and company information.
- Met customer call guidelines for service levels, handle time and productivity.
- Implemented and developed customer service training processes.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
Customer Service Officer
Convergys, AT&T
07.2014 - 09.2016
- Developed strong rapport with customers, fostering loyalty and repeat business through personalized service.
- Boosted company reputation by providing exceptional customer service through phone, email, and chat support channels.
- Increased customer retention with prompt follow-ups on pending issues and proactive problem-solving strategies.
- Improved first-contact resolution rate by efficiently handling customer queries during initial interactions.
- Responded to customer requests for products, services, and company information.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Cross-trained and backed up other customer service managers.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
- Identified and resolved discrepancies and errors in customer accounts.
- Explained features and advantages of products and services to promote sales.
- Negotiated contracts with prospective clients, helping to secure long-term business partnerships.
- Increased sales revenue by consistently meeting sales targets.
- Informed customers of promotions to increase sales productivity and volume.
- Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
Education
BBA - Business Administration And Management
JRN University
India2014
Skills
- Active listening
- Critical thinking
- Client Relationship Development
- Goal oriented
- Time management
- Excellent communication
- Attention to detail
- Teamwork and collaboration
- Product marketing
- Team collaboration
- Multi-tasking strength
Interests
Timeline
Customer Service Officer
HSBC Electronic Data Processing India Private LTD
03.2017 - 07.2019
Customer Service Officer
Convergys, AT&T
07.2014 - 09.2016
BBA - Business Administration And Management
JRN University
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