Sonia Arain
Winnipeg
Summary
Experienced Escalation Support Advisor with a proven track record of efficiently and effectively resolving complex customer issues. Skilled in providing exceptional customer service and support, consistently exceeding expectations. Proficient in analyzing situations, identifying root causes, and implementing strategic solutions to ensure customer satisfaction. Dedicated team player with strong communication skills and a passion for delivering top-notch service.
Overview
7
7
years of professional experience
Work History
Customer Service Advisor
HGS Canada (Rogers Together with Shaw)
06.2022 - Current
- Enhanced customer satisfaction by addressing and resolving issues in a timely manner.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Managed escalated calls effectively, diffusing tense situations and negotiating resolutions.
Escalation Support Agent
Sindh Telecom
09.2018 - 12.2021
- Delivered professional phone and email support, maintaining a consistently positive tone throughout all communications.
- Escalated critical issues promptly to ensure rapid resolution for clients experiencing significant difficulties or potential business impact.
- Worked closely with account managers in handling unique or sensitive client situations requiring personalized attention and care during problem-solving activities..
Education
Bachelor of Arts - Sociology
Karachi University
International03-2017
Skills
- Customer issue identification
- Customer issue resolution
- Effective multitasking
- First call resolution expertise
- Maintain composure with distressed customers
Accomplishments
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
Languages
English
Full Professional
Hindi
Full Professional
Punjabi
Native or Bilingual
Urdu
Full Professional
Timeline
Customer Service Advisor
HGS Canada (Rogers Together with Shaw)
06.2022 - Current
Escalation Support Agent
Sindh Telecom
09.2018 - 12.2021
Bachelor of Arts - Sociology
Karachi University
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