Lina Osman
Caddo Mills,TX
Summary
Experienced Email Support Representative with a proven record in customer service and strong technical skills. Successfully resolved complex issues via email, enhancing customer satisfaction and upholding high support standards. Proficient in quick problem-solving, adapting to evolving technologies, and clear communication. Achieved significant improvements in response time and customer experience in prior positions.
Overview
6
6
years of professional experience
Work History
Email Support Representative
PFSweb
Irving, TX
03.2020 - 05.2022
- Provided technical support to customers via email and phone.
- Monitored emails queues and responded quickly to customer requests.
- Assessed customer satisfaction levels after each interaction.
- Resolved customer complaints in a timely manner.
- Provided customers with product information, pricing and availability details.
- Assisted customers with troubleshooting their email accounts.
- Identified customer needs and provided appropriate solutions.
- Answered customer inquiries regarding product features, pricing, and availability.
- Maintained accurate records of customer interactions and transactions.
- Escalated unresolved problems to higher levels of management when necessary.
- Followed up with customers to ensure their satisfaction with the resolution process.
- Documented all incoming emails for future reference purposes.
- Maintained an up-to-date understanding of industry trends and best practices.
- Participated in ongoing training sessions to stay updated on company policies and procedures.
- Composed grammatically correct, clear and concise email responses to reflect company tone and style.
- Collaborated cross-functionally to communicate issues and coordinate responses.
Customer Service Representative
CVE
Allen, TX
06.2016 - 08.2018
- Developed positive relationships with customers through friendly interactions.
- Answered customer inquiries and provided accurate information regarding products and services.
- Maintained a high level of professionalism when dealing with difficult customers.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
- Answered customer inquiries via phone, email, and chat.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Provided exceptional customer service to ensure customer satisfaction.
- Conducted regular follow-up calls with customers after resolving their issues.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Used approved scripts to de-escalate angry customers during telephone interactions.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Updated databases with new and modified customer data.
- Strengthened customer retention by offering discount options.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Utilized job-related software to prepare change of address records and issue service discontinuance orders.
- Promoted available products and services to customers during service, account management and order calls.
Education
High School Diploma -
Lake Highlands High School
Dallas, TX06-2016
Associate of Applied Science - Business Administration
Dallas College
Dallas, TXSkills
- Organization
- Email Etiquette
- Follow-up skills
- Complaint Handling
- CRM Software
- Data Recovery
- Customer Service
- Online Chat Support
- Customer Needs Assessment
- Adaptability and Flexibility
- Task Prioritization
- Problem-Solving
- Call Center Operations
- Support Services
- Problem-solving abilities
- Organizational Skills
- Friendly and Patient
- Effective Communication
- Technical Troubleshooting
- Delivery Management
- Call Management
- Service Schedule Coordination
- Analytical Skills
- Adaptability
Languages
English
Native/ Bilingual
Hindi
Professional
Amharic
Full Professional
Oromo
Native/ Bilingual
Work Preference
Work Type
Full TimeContract WorkWork Location
On-SiteRemoteHybridImportant To Me
Career advancementWork-life balanceAccomplishments
- Resolved product issue through consumer testing.
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- Monetary Transactions - Handled cash, check, credit and automatic debit card transactions with 100% accuracy.
Timeline
Email Support Representative
PFSweb
03.2020 - 05.2022
Customer Service Representative
CVE
06.2016 - 08.2018
High School Diploma -
Lake Highlands High School
Associate of Applied Science - Business Administration
Dallas College
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