Customer Service
Active Listening
Product Knowledge
Call Management
Data Entry
Complaint resolution
Azqa Sohail
Customer Service representative
Dubai
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
5
5
years of professional experience
Work History
Customer Service Representative/ PRO Service
Amazon Attestation Company
03.2022 - 04.2024
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Collaborated with team members to develop best practices for consistent customer service delivery.
Administrative Assistant
Rent a Car
10.2021 - 01.2022
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Promoted a positive work environment through effective communication skills and fostering professional relationships among colleagues.
- Improved document organization with thorough file maintenance, archiving outdated records as necessary for efficient retrieval when needed.
- Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
- Streamlined invoice processing procedures to ensure timely payment of vendors while minimizing errors in financial records.
- Implemented new CRM system to track client interactions, improving response times and client satisfaction.
Live Chat Agent
Mind Bridge Company
01.2019 - 03.2020
- Developed strong relationships with repeat customers by consistently delivering exceptional service experiences over time.
- Resolved customer complaints by identifying problems, suggesting solutions and implementing corrective action.
- Monitored customer conversations and provided timely, knowledgeable assistance.
- Handled inbound customer chat conversations from various websites.
- Researched customer inquiries to provide accurate and up-to-date information.
- Assisted customers with order placement, product returns and order tracking.
- Assisted department with email-based and phone support when call center was busy or short-staffed.
Education
High School Diploma -
Punjab Group of Colleges
Lahore 04.2001 -
Cebin Crew Certificate -
Avicog Aviation Institute
LAHORE 04.2001 -
Skills
Languages
English
Upper intermediate (B2)
Urdu
Bilingual or Proficient (C2)
Punjabi
Bilingual or Proficient (C2)
Hindi
Advanced (C1)
Interests
Reading books
Travelling
Car Driving
Travelling
I would like to travel a world tour. Traveling has broadened my perspective and increased my appreciation for different cultures and ways of life.
Timeline
Customer Service Representative/ PRO Service
Amazon Attestation Company
03.2022 - 04.2024
Administrative Assistant
Rent a Car
10.2021 - 01.2022
Live Chat Agent
Mind Bridge Company
01.2019 - 03.2020
High School Diploma -
Punjab Group of Colleges
04.2001 -
Cebin Crew Certificate -
Avicog Aviation Institute
04.2001 -
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