Juwairia Rafa
Illinois,,USA
Overview
1
1
year of professional experience
Work History
Social media support specialist
Sheba.xyz
05.2024 - 10.2024
- Managed customer accounts and processed transactions, including order placements, billing inquiries, and service modifications.
- Managed real-time customer inquiries via live chat, comments, and messages on platforms like Instagram, Facebook (Meta), and other social channels.
- Resolved customer issues related to product information, billing, and technical support with a first-contact resolution rate of 90%.
- Escalated complex queries to the appropriate departments and followed up to ensure timely resolution.
Customer Service Representative
Sheba.xyz
01.2024 - 04.2024
- Delivered exceptional customer service by managing inbound and outbound calls, ensuring high customer satisfaction and effective issue resolution.
- Addressed customer inquiries related to products, services, billing, and technical support with a professional and friendly approach.
- Resolved customer complaints efficiently and escalated complex issues to the appropriate departments for timely resolution.
Education
Bachelor of Science - Computer Science
Southern Illinois University Edwardsville
Edwardsville, IL12.2028
Higher Secondary Examination - Science
Cantonment College, Jessore
2020
Skills
- Customer Service
- Communication
- Data Entry
- Document Management
- Organizational Skills
- Attention to Detail
- Technical Proficiency
- Microsoft Office Suite
- Salesforce
- Google Workspace
- Cross-Cultural Communication
- Problem-Solving
- Critical Thinking
Physical Appearance
Date of Birth: 23 October 2002
Civil Status: Single
Gender: Female
Citizenship: Bangladeshi
Height: 5"6
Weight: 56
Timeline
Social media support specialist
Sheba.xyz
05.2024 - 10.2024
Customer Service Representative
Sheba.xyz
01.2024 - 04.2024
Bachelor of Science - Computer Science
Southern Illinois University Edwardsville
Higher Secondary Examination - Science
Cantonment College, Jessore