Customer Service Representative

NABILAT AYUBA

**** ****** ***, **** ***, Canal Winchester, OH, 43110 740-***-**** ************@*****.*** PROFESSIONAL SUMMARY

Dedicated and Proactive Customer Service Representative with over 3 years of experience delivering exceptional customer service in fast-paced environments. Proven ability to handle high volumes of inbound and outbound communications, efficiently resolve customer concerns and maintain a positive company image. Highly organized with a track record of meeting performance targets and exceeding customer expectations through empathy and a solutions- driven approach.

KEY SKILLS

• Exceptional interpersonal and customer service skills

• Data entry and documentation

• Excellent verbal and written communication skills

• Strong problem-solving and analytical abilities

• Time management

• Multi-tasking in high-pressure environments

• Conflict resolution and complaint handling

• Team collaboration and leadership

• Sales Support

TOOLS

• Microsoft Office (Word, Excel, Powerpoint, Outlook)

• Salesforce

• Power BI

PROFESSIONAL EXPERIENCE

Customer Service Representative, Ernest Chemist Ltd. Apr 2022 – Jan 2025

• Assisted in the development of new procedures aimed at improving efficiency within the customer service department.

• Resolved 85% of customer issues on first contact, improving first-contact resolution (FCR) rate by 10% within 6 months.

• Utilized CRM software (Salesforce) to document customer interactions, ensuring accurate case handling and efficient follow-up for complex issues.

• Increased customer retention by 15% through proactive outreach and personalized solutions to recurring issues.

• Collaborated with cross-functional teams to ensure swift resolution of escalated cases, reducing average case resolution time by 20%.

• Actively identified areas for product and service improvement, contributing to a 15% reduction in customer complaints.

• Reduced escalations by 20% by providing proactive communication and support to customers experiencing recurring issues.

• Monitored and followed up on pending client issues to ensure timely resolution. Customer Service Representative, TekSol Feb 2021 – Mar 2022

• Handled 50+ inbound and outbound calls daily, addressing customer questions, complaints, and service requests.

• Improved customer retention by 25% by resolving issues efficiently and offering tailored solutions during outbound retention calls.

• Enhanced customer loyalty by offering personalized assistance, leading to a 30% increase in customer retention.

• Consistently exceeded performance metrics, including call handling time, resolution rates, and customer satisfaction.

• Provided feedback to management on recurring customer issues, helping streamline service processes and reduce call volume by 10%.

• Managed customer profiles and account data, ensuring accuracy and up-to-date records for seamless service delivery.

• Conducted post-service follow-ups with customers, resulting in a 15% increase in overall satisfaction and retention.

• Collated customer feedback through surveys and interviews, identifying key areas for improvement in product and service offerings.

EDUCATION

Kwame Nkrumah University of Science and Technology – Bachelor’s

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