Zubaida Bajwa

• Efficiently managed personnel files, maintaining confidentiality while keeping records up-to-date and organized.
• Assisting the general manager in organizing, planning, and implementing strategy and coordinating day-to-day operations
• Filed paperwork, sorted, and delivered mail and maintained office organization.
• Conducted new hire orientation to verify completion of appropriate paperwork, recording information on human resources database.
• Answered and redirected incoming phone calls for office.
• Monitored employee attendance and performance to verify punctuality and absences, addressing issues in accordance with company policies and procedures.

-Manage large amounts of inbound and outbound calls in a timely manner
-Follow communication “scripts” when handling different topics
-Identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives
-Seize opportunities to upsell products when they arise
-Build sustainable relationships and engage customers by taking the extra mile
-Keep records of all conversations in our call center database in a comprehensible way
-Meet personal/team qualitative and quantitative targets.

• Build and maintain strong relationships with the clients to ensure customer satisfaction and encourage repeat business
• Provide exceptional customer service by addressing inquiries, resolving issues, and handling complaints
• Monitored financial transactions at the front desk, ensuring accurate billing procedures and minimizing discrepancies.
• Created weekly schedules for front office staff members to ensure appropriate coverage during peak hours or high demand periods.
• Resolved guest complaints professionally, maintaining positive relationships with customers for future business opportunities.
• Enhanced guest satisfaction by efficiently managing front office operations and addressing customer concerns promptly.
• Managed files and records for clients and adhered to safety procedures to prevent breaches and data misuse.
• Created, prepared, and delivered reports to various departments.

• 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.
• Compute freight costs using predetermined mathematical equations to determine budgetary requirements for shipping
  Determine viable fulfillment services that have the reputation, work ethic and experience to deliver products on time and in expected condition
• Prepare invoices that reflect the contents, pricing and destination for application to each package that is shipped
• Assisted customers in navigating company website and placing online orders, improving overall user experience.