Zohairah Shaikh
Toronto
Summary
Proven Customer Service Specialist with a track record of enhancing customer satisfaction and loyalty at Qatar Airways and IBM, Global Business Services. Skilled in complaint resolution and customer relationship management, demonstrating exceptional communication and problem-solving abilities. Increased loyalty through empathetic service and efficient problem handling, leveraging expertise in CRM and active listening to exceed service goals.
Looking forward to being a part of a challenging and paced environment. Self motivated and passionate about exploring new things .
Overview
2
2
years of professional experience
Work History
Customer Service Agent
Qatar Airways
03.2022 - 04.2023
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
- Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
- Utilized strong problem-solving skills to quickly identify and address customer issues.
- Maintained a high level of professionalism when interacting with customers, ensuring positive experiences.
- Clearly communicated product features and benefits, helping customers make informed decisions about their purchases.
- Contacted customers to return routine and general calls promptly.
- Responded to customer calls and emails to answer questions about products and services.
Customer Service Representative
IBM, Global Business Services
01.2021 - 02.2022
- 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.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Processed customer service orders promptly to increase customer satisfaction.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Utilized data analytics tools to monitor performance trends regularly, identifying areas for improvement and implementing necessary changes.
- Investigated and resolved customer inquiries and complaints quickly.
- Met customer call guidelines for service levels, handle time and productivity.
- Educated customers about billing, payment processing and support policies and procedures.
Education
Aviation Course - Aviation
Maharashtra Aviation
Mumbai, India 07.2022
Bachelor Of Commerce -
Apostolic Carmel High School
Mumbai, India 05.2022
Skills
- Customer Service
- Problem Resolution
- Outstanding communication skills
- Call center experience
- Empathetic and genuine
- Customer Complaint Resolution
- Complaint Handling
- Customer Relationship Management (CRM)
- Call Control
- Live chat support
- Customer Focus
- Information Updates
- Billing Inquiries
- Exemplary work ethic
- Documentation And Reporting
- Active Listening
- Product Knowledge
- Team Development
- Complaint resolution
- Coordination
- Follow-up skills
- Information Security
- Travel Planning
- Shipping procedures understanding
- Customer Education
- Brand representation
- Product and service solutions
Languages
English
Full Professional
Additional Information
Status :Paremenet Residence
Hobbies
Watching movies
Playing basketball
Timeline
Customer Service Agent
Qatar Airways
03.2022 - 04.2023
Customer Service Representative
IBM, Global Business Services
01.2021 - 02.2022
Aviation Course - Aviation
Maharashtra Aviation
Bachelor Of Commerce -
Apostolic Carmel High School
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