Summary
Overview
Work History
Education
Skills
Certification
Interested to learn
Timeline
Generic
Wali  Nishat

Wali Nishat

Customer Service representative
Hamilton,ON

Summary

Energetic worker with strong time management skills who thrives in a fast-paced, dynamic environment. Customer-oriented worker successful at troubleshooting and handling customer support issues in a timely manner. Dedicated Customer Service Representative who provides exceptional customer service through active listening and problem solving. I am also well experienced in providing customer support in high call volume environments. Exceptional computer aptitude and telephone etiquette. Also very well in being able to deescalate a situation when one arises on the drop of a hat. I am also a fast learner so a new path would not rip me up as i can retain new information very efficiently. I motivated and willing to work. No shift is too long and no holiday is more important hen generating an income for my family. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.

Overview

8
8
years of professional experience
1
1
Certification

Work History

Women Business Support Manager

War Child Canada
Kabul, Afghanistan
05.2019 - 01.2022


  • Effectively managed a high-volume of inbound and outbound customer calls.
  • Answered a constant flow of customer calls with up to 80 calls in queue per minute.
  • Addressed and resolved customer product complaints empathetically and professionally.
  • Gathered and verified all required customer information for tracking purposes.
  • Defused volatile customer situations calmly and courteously.
  • Accurately documented, researched and resolved customer service issues.
  • Resolved service, pricing and technical problems for customers by asking clear and specific questions.
  • Managed high call volume with tact and professionalism.
  • Oversaw call center employees to ensure customer satisfaction goals were consistently met.
  • Acted professionally and patiently when addressing negative customer feedback.
  • Improved call center functionality and service capacity by resolving customer complaints efficiently and quickly.
  • Met or exceeded service and quality standards every review period.

Pizza Shop Manager

Pizaa go go
Tonbridge , United Kingdom
08.2016 - 12.2018


  • Customer Inquiries
  • Inbound Calls
  • Proficiency In Conflict Resolution
  • Troubleshooting Skills
  • Addressed Inquiries
  • Resolved service, pricing and technical problems for customers by asking clear and specific questions.
  • High Call Volume
  • Handled Volatile Customer Situations
  • Energetic Work Attitude
  • Data Entry
  • Excellent Communication Skills

New Business Development Specialist

Counterpart International
Kabul, Afghanistan
03.2014 - 06.2016
  • Guided clients in effective therapeutic exercises integrated from Cognitive Behavior Therapy and Dialectical Behavior Therapy.
  • Developed goal-oriented psychoeducational and activity therapy groups to improve clients’ level of functioning.
  • Observed and monitored client behavior and responses to treatment.
  • Recorded client information on special flow sheets, accurately indicating suicidal precautions, sleep flow and restraints.
  • Time Management Proficiency
  • Enthusiastic Team Player
  • Community Service
  • Patient Goals
  • Certified Assistant
  • Home Care
  • Quality Care
  • Networked among local business and community organizations to develop leads and generate business.
  • Expanded business through effective network development, identifying new, and prospective clients.
  • Developed and implemented favorable pricing structures balancing firm objectives against customer targets.

Volunteer Community Development Mobilizer

Mercy Corps Afghanistan
Nangarhar, Afghanistan
04.2014 - 08.2014
  • Acted as a team leader in group projects, delegating tasks and providing feedback.
  • Applied effective time management techniques to meet tight deadlines.
  • Passionate about learning and committed to continual improvement.
  • Excellent communication skills, both verbal and written.

Education

Bachelor of Science - Business Administration For Trades Management

Kardan University
Afghanistan
05.2012

Online Diploma - Diploma

PM4DEV
United States Of America
09.2017

Diploma - Business Administration

Afghan Institute of Business Management
Afghanistan
02.2005

Skills

  • Ability to de-escalate clients in another vulnerable emotional state
  • Able to recognize individuals under the influence
  • Excellent organizational skills
  • Excellent team player and community builder
  • Experience working with adults
  • Creative problem solver
  • Exceptional communication skills
  • Quick learner
  • MS Windows proficient
  • Skilled in call center operations
  • Adheres to customer service procedures
  • Inbound Calls
  • Customer Inquiries
  • High Standards
  • Proficiency In Conflict Resolution
  • Exceptional workflow management
  • Committed to maintaining data integrity
  • Strong problem solving aptitude
  • Persuasive speaker
  • Team Player
  • Troubleshooting Skills
  • Service Solutions
  • Data Entry
  • Excellent Communication Skills

Certification

Medication Assistance

CPR & AED

Interested to learn

Willingness towards learning and  satisfying the desire for knowledge and curiosity by gaining information, enhancing skills to improve work output. Fulfilling this desire through strategic means rather than randomly collecting pieces of information. Eager to accept opportunities to develop and improve work performance. 

Timeline

Women Business Support Manager

War Child Canada
05.2019 - 01.2022

Pizza Shop Manager

Pizaa go go
08.2016 - 12.2018

Volunteer Community Development Mobilizer

Mercy Corps Afghanistan
04.2014 - 08.2014

New Business Development Specialist

Counterpart International
03.2014 - 06.2016

Bachelor of Science - Business Administration For Trades Management

Kardan University

Online Diploma - Diploma

PM4DEV

Diploma - Business Administration

Afghan Institute of Business Management
Wali Nishat Customer Service representative