Customer Service Representative

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Zeenat Shaikh

Mira road, Mumbai

797-***-**** ****************@*****.***

Objective

Motivated and customer-focused professional with 1 year of experience as a Customer Service Representative in an international process, supporting clients across diverse cultures and regions. Skilled in handling high-volume inquiries, resolving customer issues efficiently, and maintaining high satisfaction levels. Seeking to leverage communication skills, problem-solving abilities, and service expertise to contribute to a dynamic team and deliver exceptional customer experiences in a growth-focused organization. Experience

Wipro Ltd

Customer service representative

Process : FedEx International company - UK & Ireland Bases Logistics Handled inbound and outbound customer calls and resolved queries related to shipped package Delivered prompt and professional support, maintaining a high level of customer satisfaction. Escalated unresolved problems to appropriate departments to ensure customer resolution. Adhered to company policies, quality standards, and performance metrics such as First Call Resolution (FCR), Average Handling Time (AHT), and CSAT (Customer Satisfaction). Firstsource

Customer service representative

Process: Sky – UK-based telecommunications, TV, and broadband services Key Responsibilities:

Delivered frontline customer support to Sky UK customers, handling queries related to broadband, TV packages, billing, account management, and technical troubleshooting. Assisted customers via inbound voice calls, ensuring a professional, empathetic, and solution-focused experience.

Handled service upgrades, renewals, and cancellations while meeting compliance and upselling standards. Performed basic troubleshooting steps for broadband/TV issues and escalated technical faults to relevant teams.

Followed UK customer service standards and adapted to British communication styles, ensuring clarity and satisfaction.

Education

Shree L.P. Raval Junior College of Commerce & Science HSC

57%

Skills

Customer service

Multitasking and adaptability

Team collaboration and feedback acceptance

Empathy and active listening

Languages

English

Hindi

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