Customer Service Representative and Client Support

Sumera Naqvi

************@*****.*** • 480-***-****

RELEVANT EXPERIENCE

Customer Service Representative ZS INC June 2022 - Aug 2025

● Delivered exceptional customer service by responding promptly to client inquiries via phone, email, and text, ensuring all requests were handled with professionalism and care.

● Managed scheduling, service bookings, and follow-ups for residential and commercial cleaning clients, maintaining clear communication and on-time service delivery.

● Resolved customer concerns related to service quality, billing, and scheduling adjustments, consistently achieving a 95%+ satisfaction rate.

● Demonstrated strong knowledge of cleaning services, products, and safety standards to provide accurate information and ensure client confidence.

● Collaborated with cleaning staff and management to relay client feedback, streamline operations, and enhance overall service quality and efficiency

Customer Service Representative Halton Region Jan. 2021 - April 2021

● Provided exceptional customer support by addressing inquiries, resolving complaints, and ensuring customer satisfaction through timely and effective communication.

● Handled customer requests via phone, email, and in-person with professionalism and empathy.

● Maintained accurate records of customer interactions, feedback, and transactions to improve service efficiency.

● Collaborated with cross-functional teams to resolve issues and enhance the overall customer experience.

● Recognized for consistently exceeding service targets and maintaining a high customer satisfaction rating. Customer Service Marketics Research Feb 2020 - Aug 2020

● Delivered high-quality, personalized customer service by promptly responding to inquiries across multiple communication channels including phone, email, and live chat, ensuring all customer interactions were handled with professionalism and care.

● Successfully managed a diverse range of customer concerns, including product issues, billing inquiries, and service disruptions, achieving and maintaining a 95% customer satisfaction rating throughout the duration of the contract.

● Demonstrated thorough knowledge of the company's full product suite, internal systems, and customer support policies, enabling accurate guidance, effective troubleshooting, and confident resolution of technical or service-related inquiries.

● Actively contributed to team meetings and feedback loops, identifying patterns in customer feedback and proposing actionable insights to improve service quality and customer engagement. SKILLS

Soft Skills: Communication, Problem-Solving, Time Management, Collaboration, Attention To Detail, Customer Focus, Conflict Resolution, Feedback orientation.

Technical Skills: Windows, Office 365, Web Services EDUCATION

Arizona State University

B.S. in Biology & Minor In Political Science GPA: 3.4/4.0 May 2002

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