Customer Service Experience

Sharia Iman Ibraheem

**** ****** ****** *.*. Washington, DC 20018 *202-***-**** *******.********@*****.***

Guest Services Agent

Forbes Trained and 5-Star Rated in Customer Service

Polished, professional customer service rep offering: Proven experience providing customer support in busy upscale businesses. An unwavering commitment to customer service, with the ability to build productive relationships, resolve complex issues and win customer loyalty. Strategic-relationship and partnership-building skills—listen attentively, solve problems creatively and use tact and diplomacy to achieve win-win outcomes.

Areas of Expertise

•Multi line Telephones •Greeting Customers •Cleanliness

•Complaint Handling & Resolution •Communication Skills •Cash Handling

•Customer Journey Mapping •MS Word, Excel, PPT •Brand Reputation

•Sound Decision Making •Building Rapport •Dependable

Professional Experience

Lee’s Flower Shop Washington, DC March 2020 - Present

Customer Experience Agent

Identify customer interaction touchpoints and the challenges they face at every step to remove friction from each touchpoint and ensure a seamless journey from start to finish.

Responsible for interacting with customers before, during, and after purchases.

Address customer queries and help them overcome any issues they face when using and/or purchasing products.

Collaborate with different departments, such as account management, product development, marketing, and sales, to identify strategies to enhance the customer experience.

Kept an eye on emerging industry trends and changes in customer behavior and needs. Use these insights to adapt customer strategies accordingly.

Analyze qualitative and quantitative data from various sources to identify areas of improvement. These include feedback surveys, focus groups, and one-on-one interviews.

Identify and use tech-driven solutions to streamline functions like feedback collection while identifying and implementing processes to deliver outstanding customer service without compromising efficiency.

Selected Accomplishments

Increased customer satisfaction rating by 13%, average rating went from 76% to 89%

Increased number of customer surveys completed by 34%

Spa by Ivanka Trump Washington, DC November 2019 – March 2020

Lead Receptionist/Guest Services Agent

Responded to customer inquiries and/or complaints in a professional manner.

Scheduled guest appointments.

Maintained client databases.

Coordinated facility schedules to maximize usage and efficiency.

Monitored operations to ensure compliance with applicable health, safety, and/or hygiene standards.

Planned and directed spa services and programs.

Developed and implemented marketing strategies.

Greeted persons entering establishment and escort them to specific destinations.

Filed and maintained records.

Received payment and recorded receipts for services.

Selected Accomplishments

Received a score of 97% out 0f 100 during a secret shopper visit from Forbes Inc. This score led to a 5 star rating.

Received the Quarterly Customer Service Award for selling the most spa products

Bubbles Hair Salon Washington, DC February 2019 – September 2019

Receptionist

Operated telephone to answer, screen, and forward calls, providing information, taking messages, and scheduling appointments.

Greeted persons entering salon, determine nature and purpose of visit, and directed and/or escorted them to specific destinations.

Scheduled appointments and maintained and updated appointment calendars.

Heard and resolved complaints from customers and the public.

Received payment and record receipts for services.

Selected Accomplishment

Resolved an average of 150 inquiries in any given week and consistently met performance benchmarks in all areas (speed, accuracy and volume).

Hair Cuttery Washington, DC July 2017 – May 2018

Lead Receptionist

Greeted persons entering salon, determined nature and purpose of visit, and directed and/or escorted them to specific destinations.

Scheduled appointments and maintain and update appointment calendars.

Heard and resolved complaints from customers and the public.

Received payment and record receipts for services.

Selected Accomplishment

Promoted to Lead Receptionist within 3 months of hire

DTLR Washington, DC May 2016 – July 2017

Sales Associate

Greeted customers and ascertained what each customer wants and needs.

Described merchandise and explained use, operation, and care of merchandise to customers.

Recommended, selected, and helped locate and obtained merchandise based on customer needs and desires.

Maintained knowledge of current sales and promotions, policies regarding payment and exchanges, and security practices.

Selected Accomplishment

Achieved recognition as Employee of the Month on two separate occasions

NRI Temporary Staffing Washington, DC November 2016 – February 2017

Customer Service Associate, DC Office of Vital Records (Temporary)

Received payment by cash, check, credit cards, vouchers, and automatic debits.

Issued receipts, refunds, credits, and change due to customers.

Assisted customers by providing information and resolving their complaints.

Answered customers' questions, and provide information on procedures and policies.

Selected Accomplishment

Transacted over $2000.00 per week for The Office of Vital Records with less than 1% error rate

Education

Washington Metropolitan High School Diploma June 2014

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