Summary
Overview
Work History
Education
Skills
Timeline
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Faiza Hersi

Stone Mountain,GA

Summary

Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.

Overview

6
6
years of professional experience

Work History

Customer Service Representative

Alorica
05.2024 - 04.2025
  • Responded to customer requests for products, services, and company information.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Delivered prompt service to prioritize customer needs.
  • Followed up with customers about resolved issues to maintain high standards of customer service.

Call Center Representative

Foundever
02.2023 - 04.2024
  • Maintained up-to-date knowledge of product and service changes..
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Increased efficiency and performance by monitoring team member productivity and providing feedback.

Call Center Representative

Walgreen's Pharmacy
12.2021 - 01.2023
  • Answered phone with friendly greeting to create positive inbound calling experience for customers.
  • Handled high volume of inbound calls per shift to offer callers product and service information and generate quotes.
  • Resolved complaints to satisfy customers and encourage future transactions.
  • Facilitated communication between customers and other departments to facilitate resolution.
  • Utilized basic troubleshooting techniques to diagnose and resolve customer inquiries.
  • Built positive relationships with customers by providing exceptional customer service.

Technical Support Representative

Apple
06.2020 - 10.2021
  • Managed high levels of call flow and responded to technical support needs.
  • Responded to customer inquiries and provided technical assistance over phone and in person.
  • Used ticketing systems to manage and process support actions and requests.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Educated customers about billing, payment processing and support policies and procedures.

Call Center Representative

State Farm
05.2019 - 03.2020
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Documented and detailed calls and complaints using call center's CRM database.
  • Identified and resolved discrepancies and errors in customer accounts.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Enhanced productivity levels by anticipating needs and delivering outstanding support.
  • Exhibited high energy and professionalism when dealing with clients and staff.

Education

Bachelor of Science - Health Informatics

Georgia State University
Atlanta, GA
05-2026

High School Diploma -

Clarkston High School
Clarkston, GA
05-2016

Skills

  • Service excellence
  • Proficient in Microsoft Office
  • Flexible team contributor
  • Effective task prioritization
  • Proficient in task management
  • Systematic troubleshooting expertise
  • Effective prioritization strategies
  • Efficient workload balancing
  • Customer service expertise

Timeline

Customer Service Representative

Alorica
05.2024 - 04.2025

Call Center Representative

Foundever
02.2023 - 04.2024

Call Center Representative

Walgreen's Pharmacy
12.2021 - 01.2023

Technical Support Representative

Apple
06.2020 - 10.2021

Call Center Representative

State Farm
05.2019 - 03.2020

Bachelor of Science - Health Informatics

Georgia State University

High School Diploma -

Clarkston High School

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