ZUBAIR UDDIN SHAIK
Etobicoke,ON
Summary
Service-oriented Customer Support Representative with 5+ years of experience in contact center operations talking to customers over phone, e-mail, online chat or social media to resolve broad range of concerns. Offers strong computer skills in Word, Excel and web-based applications and delivers exceptional communication with keen attention to detail. Multitasks and thinks critically and analytically to problem solve and produce satisfied customers.
Overview
11
11
years of professional experience
Work History
Technical Support Representative
Optus
02.2022 - 04.2023
- Practiced an empathetic approach and resolved customer issues, leading to a 30% customer close rate
- Promptly handled an average of 50 customer inquiries and complaints per day with a 96% customer satisfaction rate
- Maintained a knowledge base of the evolving product offerings, and improved customer retention by 9% by proactively recommending new products to existing customers
- Collaborated with colleagues to monitor inventory, refill and restock popular items as needed to ensure customers could access required products
- Recognized as Employee of the Month in October 2022 for exceptional sales performance and overall attitude
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
Customer Service Representative
Office Works
03.2018 - 12.2021
- Exceeded quantitative metrics on customer satisfaction, customer retention, and inquiry volume
- Grew existing customer accounts by 29% through exceptional customer service and effective sales techniques
- Inform clients about the many, specialized mobile and wireless alternatives
- Quickly triaged incoming calls, and escalated calls when necessary,reducing the average time to resolution by 19%
- Actively worked to display a courteous and empathetic attitude to customers, resulting in a net promoter score over 40
- Processed customer service orders promptly to increase customer satisfaction.
Call Center Representative
Amazon
10.2011 - 03.2014
- Connect with customers through approximately 300-350 inbound calls and outbound calls, and chat support, providing an end-to-end customer experience with a focus on troubleshooting their technical issues
- Aim for first-call resolution to ensure customer satisfaction
- Educate customers on their existing products and recommend value-added services
- Effectively address customer issues by demonstrating accountability for technical problems through active listening, skillful questioning, and clear communication of appropriate solutions
- Attended telephone skills and program information training sessions to boost aptitude.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
Education
Diploma of Hospitality Management -
Campbell Institute
Campbelltown, NSW04.2023
Graduate Diploma of Management -
Pacific College
Auburn, NSW04.2021
CS IT Engineering -
Azaad College of Engineering
Hyderabad, IN04.2013
Skills
- MS office suite
- Application Support
- Software Installation
- Desktop Support
- Customer Service
- Technical Support
- Systems Analysis
- Call Center Operations
Timeline
Technical Support Representative
Optus
02.2022 - 04.2023
Customer Service Representative
Office Works
03.2018 - 12.2021
Call Center Representative
Amazon
10.2011 - 03.2014
Diploma of Hospitality Management -
Campbell Institute
Graduate Diploma of Management -
Pacific College
CS IT Engineering -
Azaad College of Engineering
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