Customer Service Live Chat
Resume:
Customer Service
Communication Skills
Problem-Solving
Time Management
Adaptability
Remote Work
Team Collaboration
CRM Systems
Multitasking
Upselling
Conflict Resolution
Sales Skills
Leadership
Organizational Skills
Efficiency Improvement
Training and Development
Operational Efficiency
Inventory Management
Process Optimization
Strategic Planning
Cost Reduction
Market Analysis
New Customer Acquisition
Business Growth Strategies
Performance Evaluation
Staff Productivity
Mentoring
Analytical Skills
Financial Management
Problem-Solving
Results-oriented and customer-focused professional with extensive experience in delivering exceptional service across diverse industries. Skilled in handling high-volume inquiries via phone, email, and live chat to ensure customer satisfaction. Proficient in utilizing communication tools and CRM systems to address inquiries, resolve issues, and ensure customer satisfaction. Skilled in multitasking and problem-solving in fast- paced environments while maintaining a friendly and professional demeanor. Proficient in handling high call volumes while maintaining a courteous and professional manner. Skilled in promptly responding to inquiries, resolving issues, and providing accurate information. Proficient in conducting financial transactions accurately and efficiently while adhering to banking policies and procedures. Skilled in providing exceptional customer service by addressing inquiries, resolving issues, and promoting banking products and services. Demonstrated ability to handle cash accurately and maintain a balanced cash drawer. Proven track record of driving team success through effective communication, strategic planning, and motivational leadership. Skilled in fostering a positive work environment that encourages collaboration, innovation, and productivity. Proficient in developing and implementing operational strategies to optimize efficiency and achieve organizational goals.
*************@*****.***
334 Nobleman Way, Canton, GA 30114
Deliver Exceptional Customer Support Across Multiple Channels: Employ active listening and effective communication skills to provide personalized assistance to customers via phone, email, and live chat, ensuring timely resolution of inquiries and issues while maintaining a positive and professional demeanor. Offer Product Expertise and Support: Demonstrate in-depth knowledge of products and services to assist customers in making informed purchasing decisions, providing detailed information, specifications, and recommendations tailored to their needs and preferences. Facilitate Order Management Processes: Guide customers through the order placement process, proactively address any concerns or questions, and efficiently manage order tracking, shipment updates, and returns or exchanges using appropriate software systems and tools. Resolve Customer Complaints and Concerns: Handle customer complaints and escalations with empathy and patience, actively listening to understand their concerns, and working diligently to find satisfactory resolutions while upholding company policies and values. Collaborate with Cross-functional Teams: Foster productive collaboration with internal departments such as sales, logistics, and product development, sharing customer feedback and insights to improve products, services, and overall customer experience. Maintain Accurate Documentation and Records: Ensure thorough and precise documentation of customer interactions, including inquiries, resolutions, and follow-up actions, to facilitate seamless communication and knowledge sharing within the organization and uphold compliance standards. Uphold Service Quality Standards: Adhere to predefined service level agreements (SLAs) and quality assurance guidelines, consistently delivering high-quality service that meets or exceeds customer expectations, while continuously seeking opportunities for improvement. Provide Technical Support and Troubleshooting: Utilize technical knowledge and troubleshooting skills to assist customers with resolving technical issues related to products or services, offering step-by-step guidance and escalating complex issues to specialized support teams when necessary for timely resolution.
Effectively Handle Inbound Client Queries and Complaints: Managed incoming client queries, updates, and complaints over the telephone, providing prompt and accurate assistance across various products and services such as Tristar products, infomercials, life insurance, medical insurance, Pizza Hut, and donations.
Maintain Accurate Record-keeping: Ensured the safekeeping of accurate records by logging and tracking all calls, meticulously documenting client interactions, resolutions, and follow-up actions to facilitate efficient communication and record-keeping processes. SYEDA AISHA RAHMAN
CUSTOMER EXPERIENCE SPECIALIST
RETAIL BANKING & REMOTE SUPPORT SPECIALIST
CONTACT ME AT:
SKILLS & QUALITIES:
LANGUAGES:
REFERENCES:
English
Bengali
Reference available on request.
ABOUT ME:
HIGHLIGHTS:
CAREER HISTORY:
ACADEMIC HISTORY:
EARLY CHILDHOOD EDUCATION
REMOTE CUSTOMER SERVICE REPRESENTATIVE
LIVE OPERATOR
Ashford University Online 2009 - 2011
Arise Solutions 2023 - Present
LiveOps 2015 - 2023
Exceeded Customer Satisfaction Goals: Instrumental in consistently surpassing company-set customer satisfaction benchmarks by maintaining a stellar rating of over 95% in customer surveys throughout various positions. Employed a personalized approach to address customer concerns promptly and effectively, resulting in a loyal customer base and positive brand reputation. Increased Sales Revenue: Spearheaded initiatives at LiveOps that led to a remarkable 20% surge in upselling revenue, leveraging proactive engagement strategies and comprehensive product knowledge. Implemented tailored sales techniques, fostering deeper customer relationships and maximizing revenue opportunities while delivering exceptional service. Improved Operational Efficiency: Orchestrated the implementation of a cutting-edge scheduling system at North Fork Bank, resulting in a notable 30% reduction in wait times and a significant enhancement in overall branch efficiency. By optimizing resource allocation and minimizing idle time, streamlined operations facilitated smoother customer interactions and improved service delivery. Enhanced Team Performance: Elevated team performance standards at Micciches Hair Salon through comprehensive training sessions, leading to a remarkable 25% enhancement in staff productivity and customer service excellence. Fostered a collaborative and supportive environment, empowering team members to excel in their roles and exceed customer expectations consistently. Streamlined Processes: Innovatively introduced a robust inventory management system at DOTS, effectively reducing stock discrepancies by an impressive 15% and mitigating losses attributable to theft. By implementing stringent inventory control measures and leveraging technology solutions, optimized processes ensured seamless operations and sustained profitability. Drove Business Growth Initiatives: Spearheaded strategic initiatives at North Fork Bank to drive business growth, resulting in a notable 15% increase in new customer acquisitions and market expansion. Leveraged market insights and competitive analysis to identify growth opportunities, devising targeted marketing campaigns and partnership strategies to attract new clientele and enhance market share. Demonstrated Exceptional Leadership: Exhibited exceptional leadership qualities at Micciches Hair Salon by effectively leading a team of diverse professionals, fostering a collaborative and inclusive work culture. Empowered team members to achieve their full potential through mentorship, coaching, and professional development opportunities, resulting in improved employee morale, retention, and overall team performance.
Receive Positive Feedback and Recognition: Received positive feedback from senior management and customers for high performance achieved through building strong customer relationships, adept upselling techniques, and proactive support in customer retention and renewal efforts. Demonstrate Exceptional Communication Skills: Exhibited exceptional communication skills by effectively conveying product information, addressing customer inquiries, and resolving issues with professionalism, courtesy, and efficiency, resulting in high levels of customer satisfaction and loyalty. Collaborate with Team Members and Supervisors: Collaborated closely with team members and supervisors to optimize workflow efficiency, share best practices, and address challenging customer situations collaboratively, contributing to a positive and supportive work environment. Adapt Quickly to Changing Priorities: Adapted quickly to changing priorities and demands, remaining flexible and responsive to meet the needs of both clients and the organization, while maintaining composure and professionalism during high-pressure situations or busy periods. Identify Opportunities for Improvement: Proactively identified opportunities to enhance customer experience and streamline processes, providing valuable feedback and suggestions to management for continuous improvement initiatives and service quality enhancements. Contribute to Revenue Generation Through Upselling: Contributed to revenue generation and business growth through effective upselling techniques, maximizing sales opportunities during client interactions and promoting additional products or services to meet customer needs and preferences. Efficient Customer Service Handling: Effectively managed and processed customer queries and requests related to banking transactions, ensuring prompt and accurate assistance to enhance customer satisfaction and facilitate smooth banking operations. ATM Management and Security Compliance: Scheduled and supervised ATM withdrawals and cash placements in ATM Machines, prioritizing timeliness and security adherence to safeguard bank assets and maintain operational integrity. Training and Development Support: Provided comprehensive training to new staff members, fostering their proficiency in teller duties, and assisted senior management in creating personal development plans and scheduling performance assessment reviews to promote continuous skill enhancement. Assistance in Compliance Audits: Supported compliance teams in conducting regular audits to ensure the bank's adherence to regulatory requirements and objectives, contributing to maintaining compliance with established parameters and standards. Precise Cash Handling and Transaction Processing: Executed cash handling tasks with precision and accuracy, including deposits, withdrawals, check cashing, and currency exchanges, while maintaining accountability for all transactions and ensuring accurate cash drawer balancing. Promotion of Bank Products and Services: Actively promoted and cross-sold bank products and services to customers, identifying their financial needs and recommending suitable solutions to enhance their banking experience and foster long-term customer relationships. Collaborative Teamwork and Operations Management: Collaborated with team members to maintain a cohesive and efficient work environment, assisting in task completion, addressing customer inquiries, and resolving operational issues to ensure smooth teller operations. Work Area Maintenance and Security Measures: Maintained a clean and organized work area, ensuring the availability of necessary supplies and materials for efficient teller operations, while adhering to established security measures to safeguard bank assets and customer information. Inventory Management and Replenishment Oversight: Managed the inventory of salon products, overseeing regular stock takes, analyzing sales trends, and coordinating timely replenishment to ensure adequate product availability and minimize stockouts. In-Store Support and Issue Resolution: Provided in-store support, offering product information, recommendations, and assistance to customers, and effectively resolved complaints and issues to maintain high levels of customer satisfaction. Secure Storage Maintenance: Ensured the safe and secure storage of products and customer documents, implementing proper storage protocols and security measures to protect valuable assets and sensitive information.
Progression from Assistant to Salon Manager: Consistently performed at a high level, demonstrating leadership and proficiency in salon operations, which led to progression from assistant to Salon Manager, effectively overseeing daily activities and optimizing performance. Booking Management and Customer Communication: Answered and responded to incoming calls and emails for bookings and general inquiries in a professional and timely manner, managing appointment schedules and providing accurate information to clients to facilitate seamless salon experiences. Operational Procedure Development and Implementation: Developed and implemented operational procedures and policies, streamlining workflows, and improving efficiency in salon operations, while ensuring compliance with industry regulations and standards. Staff Training and Performance Evaluation: Conducted regular staff training sessions and performance evaluations, providing constructive feedback, coaching, and support to team members to enhance their skills, performance, and overall job satisfaction. Vendor Relationship Management: Collaborated with vendors and suppliers to negotiate favorable terms, manage contracts, and source quality products and services at competitive prices, contributing to cost savings and profitability for the salon. Stakeholder Relationship Cultivation: Cultivated and maintained positive relationships with clients, staff, and stakeholders, fostering a supportive and collaborative work environment that promoted teamwork, creativity, and excellence in service delivery. Communication and Alignment with Upper Management: Acted as a liaison between upper management and salon staff, communicating company goals, objectives, and directives, and implementing strategies to align team efforts with organizational objectives and priorities. Cash Management and Audit Oversight: Managed cash registers, safes, and conducted regular audits to calculate overages and shortages, ensuring accuracy in financial transactions and adherence to established procedures.
Shoplifting Prevention and Security Management: Maintained awareness and alertness to the threat of shoplifters, implementing security measures and protocols to prevent theft, and collaborated with authorities when required to address incidents effectively. Inventory Management and Replenishment Coordination: Oversaw inventory management processes, including tracking stock levels, monitoring product demand, and coordinating timely replenishment to ensure consistent availability of merchandise for customers. Financial Affairs Authority: Held authority over all financial affairs related to cash registers and safes, including managing cash flow, reconciling accounts, and addressing any discrepancies promptly and effectively.
Team Leadership and Development: Provided leadership and guidance to store staff, including training and development initiatives, performance evaluations, and ensuring adherence to company policies and procedures.
Collaborative Strategy Development: Collaborated with the store manager and other co-managers to develop and implement strategies to drive sales, enhance customer satisfaction, and optimize operational efficiency.
Customer Service and Issue Resolution: Acted as a point of contact for customer inquiries, complaints, and escalations, resolving issues promptly and professionally to ensure a positive shopping experience.
Team Communication and Motivation: Conducted regular team meetings and communicated company updates, goals, and expectations to staff, fostering a cohesive and motivated work environment.
Promotional Event Coordination: Assisted in the development and execution of promotional events, marketing campaigns, and sales initiatives to drive foot traffic and increase revenue.
FULL-TIME TELLER
MANAGER
CO-MANAGER
North Fork Bank 2006 - 2015
Micciches Hair Salon 2005 - 2006
DOTS 2003 - 2004
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