Summary
Overview
Work History
Education
Skills
Languages
Additional Information
Hobbies
Timeline
Generic

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

Similar Profiles

CREATE PROFILE
Zohairah Shaikh