Contact Center Customer Service

Bilal Ahmad

Fort Worth, Texas • +1-682******* • *****************@*****.***

Customer Service Representative

I’m a customer-focused professional with a strong background in sales, account management, and contact center operations. I enjoy building genuine relationships, understanding client needs, and finding solutions that create long-term value. With experience handling high-volume inquiries and managing diverse accounts, I bring adaptability, strong communication skills, and a consistent record of exceeding performance goals. WORK EXPERIENCE

Education Dynamics • NJ, United States • 05/2021 - 01/2025 Contact Center Agent

• Manage a large database of prospective student inquiries, handling a high volume of calls per day using LeadHoop CRM.

• Have engaging conversations focused on identifying and highlighting relevant features of the programs of interest.

• Assist students with financial aid files, identify suitable scholarships, and figure out financial options.

• My position required strong communication skills, attention to detail, and the ability to handle a variety of student inquiries effectively, all while maintaining a high standard of service adhering to TCPA guidelines. All State Careers • Remote, United States • 01/2018 - 02/2021 Customer Care Assistant

• Serve as the primary point of contact for customers

• Providing accurate vehicle insurance quotes to customers and facilitating a seamless transition to a licensed agent if they accept the quote.

• Responsible for identifying opportunities for upselling and cross-selling within existing accounts

• In case, where customers request bundled insurance options or need information about their existing policy or claims, I ensure they are promptly connected to the appropriate department or agent.

• Act as the primary point of contact for customer inquiries, issues, and escalations. Proactively anticipate and address potential challenges to ensure a seamless customer experience. KeepTruckin • San Francisco, CA, United States • 01/2015 - 01/2017 Dispatcher

• Receive and transmit reliable messages, track vehicles and equipment, and record other important information.

• Oversee the planning operations of dispatching by coordinating different modes of transport.

• Structure routes or services and determine the appropriate mode of transport.

• Recording Responses: Accurately recording responses provided by respondents using appropriate tools or software.

• Responsible to read out and send legal and contractual documentation for the transporting parties. EDUCATION

BS in Political Science

Texas Southern University • Texas, United States • 08/2017 - 03/2022 SKILLS

CRM:Slack,Zendesk,Genesys, Determination and persistence, Negotiation, persuasion and self-control., Persuative Speaker, Professionalism &customer service attitude, Proficient in multitasking

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