Customer Service Call Center
Resume:
KARIMA
ALI
************@*****.***
Carrollton, TX 75010
SKILLS
• Customer Service
• Problem-solving abilities
• Active Listening
• Critical Thinking
• Call center experience
• Microsoft Excel
• Computer Proficiency
• Payment Processing
• Customer satisfaction measurement
• Professional telephone demeanor
• Call Center Operations
• Order Processing
• Data Collection
• Prioritization
• De-Escalation Techniques
• Customer Education
• Multi-line phone talent
• Complaint Handling
• Call flow maximization
• Product Knowledge
• Account updating
• Data Entry
• Customer Relationship Management
(CRM)
• Quality Control
• AVAYA
• IUL CERTIFICATE
EDUCATION
Richland College
Dallas, TX 06/1992
Associate of Science: General Studies
• Dean's List [1992]
Sullivan High School
PROFESSIONAL SUMMARY
Proven customer service expert from Transamerica Life Insurance Company, adept in CRM and problem-solving, enhanced customer satisfaction through innovative service policies. Skilled in data entry and active listening, significantly improved operational efficiency and client relations by implementing strategic customer service solutions.
WORK HISTORY
Transamerica Life Insurance Company - Customer Service Representative
Plano, TX • 05/2022 - Current
• Responses to customer requests for products, services, and company information.
• Developed customer service policies and procedures to meet and exceed industry service standards.
• Utilized customer service software to manage interactions and track customer satisfaction.
• Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
• Educated customers about billing, payment processing and supporting policies and procedures.
• Followed up with customers about resolved issues to maintain high standards of customer service.
• Investigated and resolved customer inquiries and complaints quickly.
• Exhibited high energy and professionalism when dealing with clients and staff.
• Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
• Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
• Managed high call volume, consistently maintaining a professional demeanor and prioritizing customers’ needs.
• Answered customer telephone calls promptly to avoid on-hold wait times.
• Handled escalated calls, successfully deescalating situations while finding solutions to meet client expectations.
• Maintained a high level of integrity and confidentiality when handling sensitive customer information, ensuring data privacy compliance.
• Maintained up-to-date knowledge of product and service changes. Air Canada - Ticket Agent
DFW, TX Airport • 03/2019 - 12/2021
Chicago, IL 06/1988
High School Diploma
• Honor Roll [1988]
• Ranked in Top 15% of class
• [Hawk] Member
• Supported customers with wheelchair access and special seating requirements to support continuous accessibility.
• Assisted with development and implementation of new ticketing policies for enhanced service delivery.
• Answered customer inquiries regarding ticket availability, pricing and event information.
• Sold Airline tickets to customers and assisted with trip planning through scheduling, pricing and identifying best transportation routes.
• Utilized customer service skills to resolve customer complaints and provide timely and accurate information.
• Provided schedule, routing and fare information to assist customers with ticket purchases.
• Processed order transactions and provided customers with detailed itineraries, tickets, and receipts.
• Processed credit card transactions securely and promptly for customer payments.
• Followed-up on will-call orders to verify attendance and contacted previous or cancellation list customers to fill available or newly opened spaces.
• Used computerized ticketing systems to process ticket orders accurately and securely.
• Reviewed tickets, identification, and passports to verify traveler identity.
• Directed passengers to correct airport terminal locations.
• Checked baggage at gate and loaded it onto ramp.
• Sold, printed, and issued tickets to guests.
Prospect - Customer Service/Baggage Service Agent
DFW Airport, TX • 11/2016 - 03/2019
• Built positive relationships with customers by providing exceptional customer service.
• Developed strong relationships with external partners, such as airlines and ground transportation providers, to facilitate efficient baggage transfers.
• Increased operational efficiency by properly utilizing available resources such as conveyor systems and specialized equipment for heavy lifting tasks.
• Greeted passengers in the claim area and helped retrieve luggage.
• Updated records when lost, delayed or pilfered bags were found.
• Effectively communicated with customers regarding delayed or missing luggage, providing updates on resolution status as necessary.
• Streamlined baggage processing for timely delivery, effectively managing luggage check-in and tagging procedures.
• Expedited baggage handling during irregular operations, minimizing disruptions to flight schedules and passenger inconvenience.
• Processed and secured unclaimed luggage.
• Logged bags and flights upon arrival to airport or baggage areas.
• Continuously updated knowledge of airline policies and airport procedures to ensure full compliance in all aspects of baggage handling duties.
• Maintained accurate records of baggage claims, facilitating smooth resolutions for passengers experiencing delays or losses.
• Reduced lost luggage incidents by diligently tracking and documenting baggage movement within the airport facility.
• Contributed to a positive work environment by supporting colleagues during peak travel times and heavy workload periods. LANGUAGES
Hindi, Gujarati
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