SHUMAILA DAWOOD
Naperville,IL
Summary
Customer service professional with a proven track record in managing premium client relationships and mentoring junior staff. Achieved a 100% satisfaction rate while efficiently resolving high-volume support tickets. Proficient in Salesforce to enhance service delivery and streamline operational workflows. Extensive experience across retail, corporate, and remote sectors.
Overview
12
12
years of professional experience
Work History
Senior Customer Success Specialist
Naperville Business Hub
Naperville, IL
01.2022 - Current
- Manage end-to-end customer journeys for premium clients, ensuring a 100% satisfaction rate.
- Generated weekly interaction reports using advanced Salesforce features to provide management with insights on customer engagement.
- Served as subject matter expert (SME) for junior staff on complex service protocols, enhancing team knowledge and performance.
Remote Support Coordinator
Premier Virtual Solutions
, Remote
06.2018 - 12.2021
- Achieved 4.9/5.0 star rating from verified customer feedback, reflecting commitment to quality service.
- Provided chat and email support, resolving 50+ tickets daily with high accuracy, ensuring customer satisfaction.
- Reported software bugs to technical team, leading to a 15% reduction in repeat complaints.
Office Administrative & Client Support
Midwest Corporate Group
Aurora, IL
03.2016 - 05.2018
- Managed front-office operations while coordinating high-level client meetings to ensure seamless client experiences.
- Oversaw billing inquiries and resolved payment discrepancies for corporate accounts, enhancing client satisfaction.
- Completed day-to-day duties accurately and efficiently.
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
Customer Service Lead
Downtown Retail Excellence
Chicago, IL
01.2014 - 02.2016
- Led team of floor associates to achieve monthly sales and service targets.
- Managed sensitive customer returns, delivering immediate solutions to uphold brand loyalty.
- Led customer service team to ensure high-quality support and satisfaction.
- Developed training programs to enhance staff knowledge and service skills.
- Managed scheduling and staffing to maintain optimal service levels.
Education
Bachelor of Business Administration -
The University of Texas At Austin
Austin, TX01-2009
Skills
- Salesforce and Zendesk
- Ticket management
- Multi-channel support
- KPI tracking
- Database entry
- Microsoft Office 365
- Google Workspace
- Remote collaboration
- Problem solving
- Time management
- Conflict resolution
- Executive communication
Accomplishments
- Service Excellence, Awarded 'Employee of the Year' (2015) for transforming a low-performing retail branch into a top-tier service center.
- Process Innovation, Created a digital 'Troubleshooting Guide' that reduced training time for new remote hires by 3 days.
- Metric Success, Consistently exceeded the 'First Contact Resolution' (FCR) target by 20% throughout 2023.
Core Competencies
Salesforce & Zendesk, Expert, Microsoft Office 365, Google Workspace, Multi-channel Support, Ticket Lifecycle Management, Internal Database Entry, Conflict De-escalation, Executive Communication, KPI & Metric Tracking, Problem Solving, Remote Team Collaboration, Time Management
Timeline
Senior Customer Success Specialist
Naperville Business Hub
01.2022 - Current
Remote Support Coordinator
Premier Virtual Solutions
06.2018 - 12.2021
Office Administrative & Client Support
Midwest Corporate Group
03.2016 - 05.2018
Customer Service Lead
Downtown Retail Excellence
01.2014 - 02.2016
Bachelor of Business Administration -
The University of Texas At Austin