Jumanah Abdurruzzaq
Summary
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
Overview
10
10
years of professional experience
Work History
Customer Service Representative
Concentrix
07.2020 - 07.2023
- In this position I help the caretaker start their application, help input secure log in, and assist in completing documents and instructions for enrollment..
- Analyzed customer feedback and identified areas for improvement, leading to increased customer retention.
- Handled customer inquiries and suggestions courteously and professionally.
- Managed customer service effectiveness by monitoring performance and assessing metrics.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
Customer Service Representative
Transcom
04.2020 - 05.2020
- Respond to chat inquiries for food delivery company, make changes to delivery orders, cancel subscriptions, process refunds and contact drivers with customers updated customer request.
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Responded to customer requests for products, services, and company information
Customer Service Representative
Maximus Federal Services
07.2019 - 08.2019
- Answer inbound calls for healthcare appeals department, providing information to further assist clients with updates on their case.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Handled customer inquiries and suggestions courteously and professionally.
- Transferring clients to the proper departments for appropriate assistance.
Customer Service Agent
Lord and Taylor
06.2013 - 08.2018
- Outbound and inbound calls, processing refunds, exchange and returns, calculating compensation for damaged products, and missed deliveries
- Creating service request for repairs, parts, cleaning and calling customers to confirm pick-up items from warehouse and confirm delivery dates.
- Responded to customer calls and emails to answer questions about products and services.
Education
GED -
Luzerne County Community College
Nanticoke, PASkills
- Sales expertise
- Report preparation
- Recordkeeping strengths
- CRM
- Service standard compliance
- Creative problem solving
- Account management
- Multi-line phone talent
Timeline
Customer Service Representative
Concentrix
07.2020 - 07.2023
Customer Service Representative
Transcom
04.2020 - 05.2020
Customer Service Representative
Maximus Federal Services
07.2019 - 08.2019
Customer Service Agent
Lord and Taylor
06.2013 - 08.2018
GED -
Luzerne County Community College
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