Summary
Overview
Work History
Education
Skills
Timeline
Hi, I’m

Ashiana Rahiman

Las Vegas,NV
Ashiana  Rahiman

Summary

Enthusiastic client services professional with strong background in quality assurance, directly interfacing with industry customers. Well-versed in products, services and consumer trends. Dependable achiever committed to holding highest ethical standards and maintaining customer trust. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Knowledgeable and dedicated customer service professional with extensive experience in service industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. 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

15
years of professional experience

Work History

Mandarin Oriental Hotel/Waldorf Astoria Hotel

Customer Service Specialist
03.2011 - Current

Job overview

  • Documented customer correspondence in CRM to track requests, problems and solutions.
  • Upheld quality control policies and procedures to increase customer satisfaction.
  • Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
  • Monitored QA procedures for adherence by employees, notifying personnel of non-compliance issues.
  • Executed and developed methods to obtain post-production product feedback from customers.
  • Reorganized and revised standard operating procedures to streamline processes and improve communication and collaboration.
  • Managed high call volume while maintaining a courteous and professional demeanor.
  • Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
  • Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.
  • Established trust with clients through clear communication, patience, and understanding their unique challenges fully before offering solutions tailored to their needs.

Professional Billing Solutions

Contact Center Lead
07.2011 - 09.2011

Job overview

  • Interviewed, hired, and coordinate training of new team members.
  • Assisted in escalated customer problems via phone, email, and live chat
  • Conducted regular call monitoring to ensure a superior client experience.
  • Coached, motivated & counseled staff on performance including administrating disciplinary action when necessary.
  • Communicated performance expectations and monitored performance plans.
  • Participated in project meetings, created new processes and procedures, and trained agents accordingly.
  • Supervised [Number] [Job Title]s in providing excellent customer service to callers requiring assistance for [Type] and [Type] issues.

Abercrombie Kids

Customer Service Representative
09.2009 - 05.2011

Job overview

  • Answered inbound calls, chats and emails to facilitate customer service.
  • Fielded customer complaints and queries, fast-tracking for problem resolution.
  • Upheld quality control policies and procedures to increase customer satisfaction.
  • Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
  • Mentored new employees on procedures and policies to maximize team performance.

Education

College of Southern Nevada

Basic EKG Interpretation

Altierus Career College

Medical Billing and Coding Diploma

Skills

  • Efficient and Detail-Oriented
  • Email Support
  • Understanding Customer Needs
  • Creative Problem Solving
  • Call Documentation
  • Order and Refund Processing
  • Salesforce
  • Data Entry
  • CRM Software
  • LiveChat
  • Microsoft Office
  • Billing Adjustments and Refunds Review
  • Analytics
  • Customer Service
  • Good communication skills
  • Customer Relations
  • Excellent written and oral communication
  • Telephone Etiquette
  • Complaint Handling
  • Problem Resolution
  • Complaint resolution
  • De-Escalation Techniques

Timeline

Contact Center Lead

Professional Billing Solutions
07.2011 - 09.2011

Customer Service Specialist

Mandarin Oriental Hotel/Waldorf Astoria Hotel
03.2011 - Current

Customer Service Representative

Abercrombie Kids
09.2009 - 05.2011

College of Southern Nevada

Basic EKG Interpretation

Altierus Career College

Medical Billing and Coding Diploma
Ashiana Rahiman