ASRA BEGUM

*** ********** ***** ***** • Mississauga, ON L5R 1Z7 • 647-***-**** • acovxh@r.postjobfree.com

A self motivated professional with over 6 years of experience in Customer Support delivering a high level of

service with speed, efficiency, empathy and care.

Areas of Expertise

Customer Satisfaction Confidentiality Conflict Resolution

Solution focused Skilled Communicator Call Resolution

Team Leader Energetic SAP / CRM

Skill Summary:

Ability to effectively promote products and services by converting enquiries into sales

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Excellent communication skills both written and verbal along with strong interpersonal skills

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Consistently maintain a positive attitude and enjoy helping people

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Organized and detail oriented with the ability to work in a fast paced environment

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Strong de escalation skills with the ability to remain calm under pressure

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Ability to quickly develop a good rapport with customers and colleagues

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Experience responding to a high volume of calls in an efficient and timely manner

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Strong problem solving skills resulting in customer satisfaction

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Able to be supportive, positive and collaborate well on a team

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Strong skills in time management, prioritizing tasks and meeting deadlines while handling multiple

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priorities

Proficient in MS Office Suite (Word, Excel, PowerPoint, Outlook)

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Highly developed data entry skills

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Education:

Masters in Business Administration 2002

Osmania University, India

Bachelor of Commerce 2000

Osmania University, India

Professional Development:

• IT Diploma, CMC (Recognized by Central Government of India)

• Customer Service Excellence Diploma (NEXT), Institute of Excellence in Customer Support

• English Language Proficiency Diploma (ELTS)

Work History:

Automatic Data Processing Jan. 2013 – Oct. 2014

Payroll Customer Service Agent

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Amandeep Gill

5564 Spengler dr. • Mississauga, ON L5R 3M5 • 647-***-**** • acovxh@r.postjobfree.com

BPO Senior Executive Apollo Health Street Dec. 2005 – June 2008

Customer Service Representative HSBC (HDPI) June 2002 –Dec 2005

Professional Experience:

ADP (Automatic Data Processing)

Jan. 2013 Oct. 2014

Payroll Customer Service Agent

Handled incoming payroll inquiries vi e mails and calls while part of the Tax Support Team

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Re routed any relevant queries to respective processor for finalization

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Responded professionally to incoming calls of the payroll and tax support hotline

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Entered incoming payroll transactions in payroll system relating to direct deposit, wage garnishments and

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Time Management using SAP and CRM

Provided excellent customer service while handling payroll tickets and calls

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Prioritized workload, handled multiple tasks and worked effectively on a team

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Maintained the highest level of confidentiality in payroll data

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Maintained Operations by following policies and procedures

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Maintained quality service by following organization standards

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Apollo Health Street

Dec. 2005 – June 2008

BPO Senior Executive

Provided first call resolution to 90% of customers

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Attended to customer incoming calls and handled queries with patience and care

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Maintained the AHT (Call time) as per the client SLA (Service Level Agreement)

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Provided off call support to customers using chat and email

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Sent daily and weekly reports to the team lead and kept the management updated about supervisor calls

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and complaint calls

Maintained database by entering, verifying and backing up data.

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Maintained technical knowledge by attending educational workshops and reviewing publications

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Addressed comments and complaints related to service and products

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Promoted organization programs and services

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HSBC (HDPI) June 2002 Dec 2005

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ASRA BEGUM

ON L5R 1Z7 • 647-***-**** • acovxh@r.postjobfree.com

Customer Service Representative (CSR)

Assisted clients in handling complex and complicated queries including complaints and handling

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delinquent accounts

Informed customers of various options for handling their monthly payments in a clear and concise manner

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Prepared monthly reports reflecting daily incoming queries

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Developed new skills continuously by attending regular in house training

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Handled multiple priorities successfully

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Maintained quality service by following organization standards

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Efficiently converted queries into payments

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Influenced customers to buy or retain product or service

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