Summary
Overview
Work History
Education
Skills
Timeline
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Nida Jamal

TX

Summary

Consistently maximize satisfaction by offering every customer industry-leading service and support. Adaptable and responsive team player with unwavering dedication to retaining customers, boosting revenue, and resolving conflicts.

Overview

8
8
years of professional experience

Work History

Senior Customer Service Representative

ZymeFlow
02.2019 - Current
  • Enhanced customer satisfaction by promptly addressing and resolving complex inquiries and complaints.
  • Trained and directed new employees in call script use, conflict resolution, and data entry practices to boost customer satisfaction ratings.
  • Utilized CRM tools effectively for efficient tracking and reporting of customer interactions and outcomes.
  • Engaged clients in person and over phone to answer questions and address complaints.
  • Established strong rapport with customers, fostering long-term relationships and repeat business.
  • Provided backup support during peak periods or staff shortages to ensure seamless service delivery to clients at all times.
  • Addressed escalated issues with diplomacy and tact while finding resolutions that satisfied both the client''s concerns and company interests.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.

Customer Service Representative Team Lead

Tribocor Technologies
04.2016 - 02.2019
  • Provided ongoing support to team members through mentoring, coaching, and skill development sessions.
  • Boosted morale within the team by organizing engaging team-building activities and encouraging open communication among peers.
  • Managed escalated customer issues, ensuring swift resolution and maintaining positive relationships with clients.
  • Conducted regular performance evaluations, setting clear expectations and providing constructive feedback to support professional growth.
  • Streamlined team efficiency by implementing new procedures for handling customer requests.
  • Collaborated with cross-functional departments to resolve complex customer issues in a timely manner.
  • Implemented quality assurance measures to monitor calls and identify areas for improvement within the team''s performance.

Education

Bachelor of Science - Business Administration

University of Houston
Houston, TX
05.2019

Skills

  • Customer Support
  • Complaint resolution
  • Quality Assurance
  • Payment Processing
  • Live chat support
  • Proficient in all Microsoft Office Programs
  • 70 WPM typing skills
  • Ability to adapt to changes quickly
  • Organization skills

Timeline

Senior Customer Service Representative

ZymeFlow
02.2019 - Current

Customer Service Representative Team Lead

Tribocor Technologies
04.2016 - 02.2019

Bachelor of Science - Business Administration

University of Houston

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Nida Jamal