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.
Cargo Service Agent (Dangerous Goods Agent) at Qatar Aviation Service (Qatar Airways Group)Cargo Service Agent (Dangerous Goods Agent) at Qatar Aviation Service (Qatar Airways Group)