Customer Relations Specialist
Resume:
Phone: 778-***-**** ************@*******.*** ca.linkedin.com/pub/romana-sajjad/44/881/109/
OBJECTIVE Looking for a job that will allow me to further my knowledge in the field of Human
Resource Management.
EMPLOYMENT
Jan 2012 – Present ROGERS COMMUNICATIONS CUSTOMER RETENTION SPECIALIST
Built rapport with a variety of customers by actively listening to customers, asking the
•
right questions and offering solutions (products and services) which cater to customer
needs
Mastered various call flows and conducted value-based conversations
•
Developed customer’s confidence and retained their business by negotiating several
•
promotions
De-escalated calls and helped revive customer’s trust in Rogers
•
Facilitated management in providing floor support for call center employees
•
Scheduled team events by taking on the role of an events coordinator
•
Coached fellow employees on how to meet monthly targets
•
Achieved quarterly bonuses by exceeding expectations on scorecard metrics
•
Aug 2006 – Jan 2011 COASTAL CONTACTS CUSTOMER SERVICE SPECIALIST (WEEKEND SUPERVISION)
Assisted customers over the phone with a focus on customer satisfaction
•
Resolved returns and exchanges for customers
•
Provided additional assistance to shipping department during busy times of the year
•
Supervised tasks for service agents on weekends
•
Administered front desk duties and provided coverage for the receptionist
•
Increased sales revenues by assisting management with setting up effective
•
incentive programs
EDUCATION
May 2013 – Present Kwantlen Polytechnic University
• Bachelors of Business Administration, Human Resource Management (3rd Year)
• Took job roles through the recruitment and selection process
• Conducted research on important topics from employment law and recruitment
and selection and created job aids for future HR reference
Jan 2009 – Apr 2011 Simon Fraser University
• Completed Associates of Health Science Degree
Jan 2006 – Dec 2009 Kwantlen Polytechnic University
• Completed Associates of Science Degree
Phone: 778-***-**** ************@*******.*** ca.linkedin.com/pub/romana-sajjad/44/881/109/
SKILLS AND COMPETENCIES
Experience with process improvements
§
Experience with techniques on de-escalating situations
§
Excellent communication skills both written and verbal
§
Typing speed of 55 wpm with high degree of accuracy
§
Highly Proficient with Microsoft Office (Excel, Word, and Outlook)
§
Good at following managerial instructions and able to implement them at short notice
§
Enjoy the fast-faced and evolving environment of communications industry
§
Self-assured, relate to people well, and enjoy speaking in public
§
Contact this candidate