Anam Tahir
Midlothian,VA
Summary
Service-oriented Customer Support Representative with 2+ years of experience in contact center operations talking to customers over phone, e-mail, online chat or social media to resolve broad range of concerns. Offers strong computer skills in Word, Excel and web-based applications and delivers exceptional communication with keen attention to detail. Multitasks and thinks critically and analytically to problem solve and produce satisfied customers.
Overview
2
2
years of professional experience
1
1
Certification
Work History
Customer Support Representative
Working Solutions(Peloton)
Richmond, Virginia
08.2021 - Current
- Recommended solutions to complex situations through research and critical thinking and escalated customer to supervisor for enhanced support
- Supported customer questions and issues by gathering data, analyzing needs, evaluating possible resolutions and implementing best solutions
- Documented customer interactions in computer system and assisted cross-functionally with billing and technical support to deliver high-quality customer service
- Delivered exceptional customer service by prioritizing emergency issues and developing and employing workarounds to solve problems expeditiously
- Connected with customers to address questions and resolve issues through phone and email
- Resolved customer complaints by distinguishing, prioritizing and reporting technical issues
- Participated in ongoing training to learn new products and enhance skills to optimize customer support delivery
- Contributed ideas and practical solutions to support process improvement efforts
- Liaised with internal teams to resolve customer concerns, escalate issues and serve as company ambassador
- Shared strategic insights with interdepartmental teams regarding customer experience and service-related trends to improve service delivery
- Patched software and installed new versions to eliminate security problems and protect data
- Configured hardware, devices and software to set up work stations for employees
- Increased sales by educating prospects on benefits of products and services in comparison to competitors
- Rolled out software updates and applied server patches to thwart threats from penetrating networks
- Upsold products and services to increase company revenue 45% beyond targets
Product Support Specialist
Working Solutions(Turbotax)
Richmond , VA
12.2020 - 06.2021
- Handling inbound calls
- Manage and resolve customer complaints
- Identified, triaged and escalated issues to internal personnel along with clear outline of problems and technical detail
- Provide product and service information to customers
- Follow up customer calls where necessary
- Document all call information according to standard operating procedures
- Research, identify and resolve customer complaints using applicable software
- Research required information using available resources
- Complete call logs and reports
- Upsold products and services to increase company revenue 55% beyond targets
Assistant Teacher
The Kiddie Academy of West Creek
Richmond, VA
01.2020 - 08.2020
- Prepare classroom equipment and instructional materials for lessons
- Perform recordkeeping duties associated with classroom including attendance and grade calculation
- Instruct 20 students in proper classroom procedures and behavior
- Collaborate with teachers and parents on regular basis regarding student progress
- Adapt instructional materials as necessary to meet special education guidelines.
- Monitored and reported student progress and development, offering mentoring as needed.
Cashier Associate
Rite Aid
Brooklyn, NY
06.2018 - 07.2018
- Answered questions about store policies and addressed customer concerns
- Answered customer questions and helped find specific items
- Reviewed new promotions and monitored price changes
- Increased sales by offering advice on purchases and promoting additional products
- Addressed customer needs and made product recommendations to increase sales
- Operated cash register for cash, check and credit card transactions with excellent accuracy levels
- Provided friendly service and assistance to clients promote customer loyalty, satisfaction and sales
- Created price tags and merchandise signs
- Maintained secure cash drawers, promptly resolving discrepancies in daily totals
- Stocked, tagged 50 shelves and displayed merchandise as required on daily basis
- Helped customers complete purchases, locate items and join reward programs
Education
GED -
Ged Testing
Richmond, VA10.2021
Skills
- Resolving Problems and Incidents
- Microsoft Windows and Office
- Reading Comprehension
- Issue and Resolution Tracking
- Special Requests
- Tracking and Documentation
- Analytical and Methodical
- Efficient Service
- Organizational Skills
- Salesforce Knowledge
- Incoming Call Management
- Customer Communication and Empathy
Accomplishments
- Salesforce
- Zendesk
- CMS
- Webserve
- Shipwire
Certification
CPR/AED Certification
Virginia Preservice Training for Child Care Staff
Timeline
Customer Support Representative
Working Solutions(Peloton)
08.2021 - Current
Product Support Specialist
Working Solutions(Turbotax)
12.2020 - 06.2021
Assistant Teacher
The Kiddie Academy of West Creek
01.2020 - 08.2020
Cashier Associate
Rite Aid
06.2018 - 07.2018
GED -
Ged Testing
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