Abid M. Qureshi

** ************ *** ****: ***/***-1661

Irvine, CA 92612 adz7rc@r.postjobfree.com Home: 949/502-8928

Confident and enthusiastic Customer Service Representative skilled in problem solving and responsive to the needs of clients, coworkers and management. Resourceful and collaborative Team Member with the ability to organize and handle multiple priorities and meet tight schedule deadlines.

AREAS OF EXPERTISE

Emergency Preparedness

Client Relations

Customer Needs Assessment

Customer Satisfaction

Customer Service & Support

Bilingual (,Urdu,Punjabi)

Interpersonal/Listening Skills

Translation skills

Persuasive Problem Solver

Polite, Courteous & Friendly

Prioritize & Multi task

Report Writing

Strong Follow-up

Word Processing/Data Entry

PROFESSIONAL EXPERIENCE

EMPLOYMENT DEVELOPMENT DEPARTMENT, Chula Vista, CA 2007 – 2008

Employment Program Representative: Responded to an average of 40 calls per day. Determined eligibility of individuals applying for Unemployment Insurance.

Improved customer satisfaction levels to 90% by efficiently providing information, which reduced average call lengths allowing more calls to be answered.

Ensured customers were provided with excellent service by being a good listener and responding to complaints/queries in a timely, professional and courteous manner.

Coordinated with all departments nationwide, which resulted in an average of six customer commendations per month.

Accurately answered claimants’ questions about benefits and claim filing procedures.

Interviewed benefits recipients at specified intervals to certify their eligibility for continuing benefits.

Interpreted and explained information such as eligibility requirements, benefits to be paid, and claimants appeal rights.

Initiated procedures to grant, modify, deny or refer claimants to other agencies for assistance.

Scheduled benefits claimants for adjudication interviews to address questions of eligibility.

AMTRAK, Los Angeles, CA 2004 – 2007

Train Attendant (8/4 – 12/07): Provided services to ensure the safety and comfort of passengers aboard trains or within station/terminal.

Elevated customer satisfaction by going above and beyond expectations, which generated commendation letters.

Solved an air conditioning system breakdown in my passenger car within 15 minutes on a very hot summer night instead of waiting to get it fixed at the next stop, which was five hours away.

Received a letter of appreciation from Amtrak’s President for excellent customer service in 2006.

Minimized accidents by explaining and demonstrating safety procedures.

Greeted passengers and announced routes and stops.

Provided boarding assistance to elderly, sick or injured people.

Responded to passenger’s questions, requests or complaints.

Served meals or beverages and answered travel related questions.

Recorded number of passengers boarding and disembarking.

Abid M. Qureshi 949/812-1661 Resume: page 2

Lead Service Attendant (3/04-8/04): Supervised and directed chef and waiters in accordance with work requirements. Inspected supplies, equipment and work areas to ensure efficient service and conformance to required standards.

Motivated coworkers to provide efficient services and create a positive experience for customers.

Resolved customer complaints regarding food service.

Ensured competent service and standards by inspecting supplies, equipment and work areas.

Assigned duties and workstations to employees in accordance with work requirements.

Compiled and accurately balanced cash receipts on a daily basis.

SEARS, CORP., Woodland Hills, CA 2003

Sales Associate: Sold appliances, maintained knowledge of current sales, promotions and policies regarding payments and exchanges. Processed cash or credit payments on a cash register.

Answered customers’ questions about products, prices, availability and credit terms.

Recommended products to customers based on their needs and interests.

Contacted customers and prospects to demonstrate products, explain product features and solicit orders.

Maintained composure during difficult situations by remaining calm, showing empathy, rephrasing concerns and listening to customers.

LOWE’S HOME IMPROVEMENT, West Hills, CA 2001 – 2002

Customer Service Associate: Sold appliances, maintained knowledge of current sales, promotions and policies regarding payments and exchanges. Processed cash or credit payments on a cash register. Assisted customers to identify products that best suited their needs.

Sold appliances and provided excellent customer service.

Checked/retained stock levels and maintained appliances in a presentable manner.

Enhanced sales by maintaining an awareness of competitors’ prices and convincing customers that our prices were lower.

Handled customer complaints by listening attentively, showing empathy and resolving problems in a timely manner while remaining calm, courteous and professional.

FRY’S ELECTRONICS, Canoga Park, CA 2000 – 2001

Customer Service Associate: Performed cash and credit sales, Assisted customers to identify products that best suited their needs. Checked stocks and prepaid inventories. Maintained records related to sales.

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EDUCATION

Quaid-i-Azam University,Islamabad, Pakistan, Master’s Degree in Economics

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