Karima Ali
Carrollton
Summary
Proven customer service expert from Transamerica Life Insurance Company, adept in CRM and problem-solving, enhanced customer satisfaction through innovative service policies. Skilled in data entry and active listening, significantly improved operational efficiency and client relations by implementing strategic customer service solutions.
Overview
8
8
years of professional experience
Work History
Customer Service Representative
Transamerica Life Insurance Company
05.2022 - Current
- Responses to customer requests for products, services, and company information.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Educated customers about billing, payment processing and support policies and procedures.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Investigated and resolved customer inquiries and complaints quickly.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Managed high call volume, consistently maintaining a professional demeanor and prioritizing customers'' needs.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Handled escalated calls, successfully deescalating situations while finding solutions to meet client expectations.
- Maintained a high level of integrity and confidentiality when handling sensitive customer information, ensuring data privacy compliance.
- Maintained up-to-date knowledge of product and service changes.
Ticket Agent
Air Canada
03.2019 - 12.2021
- Supported customers with wheelchair access and special seating requirements to support continuous accessibility.
- Assisted with development and implementation of new ticketing policies for enhanced service delivery.
- Answered customer inquiries regarding ticket availability, pricing and event information.
- Sold Airline tickets to customers and assisted with trip planning through scheduling, pricing and identifying best transportation routes.
- Utilized customer service skills to resolve customer complaints and provide timely and accurate information.
- Provided schedule, routing and fare information to assist customers with ticket purchases.
- Processed order transactions and provided customers with detailed itineraries, tickets, and receipts.
- Processed credit card transactions securely and promptly for customer payments.
- Followed-up on will-call orders to verify attendance and contacted previous or cancellation list customers to fill available or newly opened spaces.
- Used computerized ticketing systems to process ticket orders accurately and securely.
- Reviewed tickets, identification, and passports to verify traveler identity.
- Directed passengers to correct airport terminal locations.
- Checked baggage at gate and loaded onto ramp.
- Sold, printed, and issued tickets to guests.
Customer Service/Baggage Service Agent
Prospect
11.2016 - 03.2019
- Built positive relationships with customers by providing exceptional customer service.
- Developed strong relationships with external partners, such as airlines and ground transportation providers, to facilitate efficient baggage transfers.
- Increased operational efficiency by properly utilizing available resources such as conveyor systems and specialized equipment for heavy lifting tasks.
- Greeted passengers in claim area and helped retrieve luggage.
- Updated records when lost, delayed or pilfered bags were found.
- Effectively communicated with customers regarding delayed or missing luggage, providing updates on resolution status as necessary.
- Streamlined baggage processing for timely delivery, effectively managing luggage check-in and tagging procedures.
- Expedited baggage handling during irregular operations, minimizing disruptions to flight schedules and passenger inconvenience.
- Processed and secured unclaimed luggage.
- Logged bags and flights upon arrival to airport or baggage areas.
- Continuously updated knowledge of airline policies and airport procedures to ensure full compliance in all aspects of baggage handling duties.
- Maintained accurate records of baggage claims, facilitating smooth resolutions for passengers experiencing delays or losses.
- Reduced lost luggage incidents by diligently tracking and documenting baggage movement within the airport facility.
- Contributed to a positive work environment by supporting colleagues during peak travel times and heavy workload periods.
Education
Associate of Science - General Studies
Richland College
Dallas, TX06.1992
High School Diploma -
Sullivan High School
Chicago, IL06.1988
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Call center experience
- Microsoft Excel
- Computer Proficiency
- Payment Processing
- Customer satisfaction measurement
- Professional telephone demeanor
- Call Center Operations
- Order Processing
- Data Collection
- Prioritization
- De-Escalation Techniques
- Customer Education
- Multi-line phone talent
- Complaint Handling
- Call flow maximization
- Product Knowledge
- Account updating
- Data Entry
- Customer Relationship Management (CRM)
- Quality Control
- AVAYA
- IUL CERTIFICATE
Languages
Hindi, Gujarati
Professional Working
Timeline
Customer Service Representative
Transamerica Life Insurance Company
05.2022 - Current
Ticket Agent
Air Canada
03.2019 - 12.2021
Customer Service/Baggage Service Agent
Prospect
11.2016 - 03.2019
Associate of Science - General Studies
Richland College
High School Diploma -
Sullivan High School
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