Minahil Arshad
Laurel,MD
Summary
Knowledgeable and dedicated customer service professional with extensive experience in any industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Office Manager
Shell Gas Station/ EZ Mart
09.2020 - Current
- Delivers exceptional in-person and phone-based customer service at a retail location, ensuring high levels of customer satisfaction
- Created, maintained and updated filing systems for paper and electronic documents.
- Assist customers with product inquiries, returns, exchanges, and technical support for fuel pump usage
- Handle cash and credit card transactions with a high degree of accuracy
- Train new team members in customer service procedures and best practices
- Report a variety of data at the end of each month for senior leadership
- Resolve office-related issues according to predetermined procedures to ensure each customer is treated fairly
- Trained in improvement of employee retention and productivity with diversity/equity/inclusion processes
- Record detailed messages and relay information quickly to proper source, ensuring proper triage, escalation and effective resolution of higher-level issues, and challenging customer interactions through escalation to Subject Matter Experts
- Build and maintain effective business relationships with all internal and external team members
- Demonstrates patience and empathy and can stay calm when dealing with customers under stress
- Handled customer inquiries and suggestions courteously and professionally.
- Strong technical, analytical, and troubleshooting skills
- Experience with managing traditional customer support metrics such as average response time, average resolution time and customer satisfaction
Sales Specialist
Forever 21
04.2018 - 09.2018
- Provided friendly and efficient customer service to clients via phone and email
- Resolved client inquiries, concerns, and return issues promptly, achieving high customer satisfaction rating
- Utilized customer service tools and software to access client information and provide real-time support
- Collaborated with cross-functional teams to ensure client needs were met and issues were resolved
- Maintained accurate and detailed records of client interactions and case resolutions
- Kept up knowledge of current sales and promotions, policies regarding payment and exchanges, and security practices
- Understood and interacted with diversified customers in a polite and courteous manner
- Maintained a proper amount of displayed product to meet company standards and customer needs
- Established and maintained quality service and positive interaction with all customers and visitors
- Assisted fellow team members with larger tasks throughout the day as assigned.
Education
Bachelor of Arts - Business Technology Administration
University of Maryland - Baltimore County
Baltimore, MDCurrent
Skills
- Effective Communication
- Problem Solving
- Multitasking
- Customer Relationship Management
- Technical Support
- Data Entry
- Time Management
- Data compilation for reporting
- Remote Work Tools (eg, Zoom, Slack)
- Customer Service
- Data Collection
- Paperwork Processing
Certification
Technical Support Fundamentals, Google Certificate
The Bits and Bytes of Computer Networking, Google Certificate
Sales and CRM Overview
IBM IT Scrum Master
Languages
Urdu
Full Professional
Hindi
Full Professional
Pashto
Native or Bilingual
Arabic
Professional Working
Timeline
Office Manager
Shell Gas Station/ EZ Mart
09.2020 - Current
Sales Specialist
Forever 21
04.2018 - 09.2018
Bachelor of Arts - Business Technology Administration
University of Maryland - Baltimore County
Technical Support Fundamentals, Google Certificate
The Bits and Bytes of Computer Networking, Google Certificate
Sales and CRM Overview
IBM IT Scrum Master
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