Customer Service Representative
Resume:
ASRA BEGUM
*** ********** ***** ***** • Mississauga, ON L5R 1Z7 • 647-***-**** • ********@*******.***
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-***-**** • *************@******.***
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-***-**** • ********@*******.***
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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