Nirmala Kadir
Hempstead,NY
Summary
Customer Experience Specialist delivering phone, chat, and email support across complaint resolution and service recovery. Improves customer satisfaction by analyzing feedback, resolving inquiries quickly, and following up until concerns are closed. Strengthens service quality through empathetic communication and practical solutions that keep standards high.
Overview
10
10
years of professional experience
Work History
Tax Office Administrative Assistant
Sanasie CPA
Garden City, NY
03.2022 - Current
- Welcome clients, answer calls, and direct inquiries to the appropriate tax office contact.
- Maintain document files and prepare paperwork for tax office processing and review.
- Coordinate calendars for client appointments, internal meetings, and follow-up visits.
- Support office procedures by handling incoming mail, scanning forms, and organizing daily paperwork.
- File forms, organize correspondence, and keep administrative supplies available for daily operations.
Real Estate Customer Service Representative
Real Estate Company LLC
9419 104th st Jamaica Ny 11416
03.2022 - Current
- Provided customer service to clients, tenants, vendors, and property owners.
- Answered phone calls and responded to questions and requests.
- Scheduled appointments and property showings.
- Entered and maintained client and property information.
- Processed rent payments, invoices, and company expenses.
- Paid and tracked utility bills and other property-related bills.
- Handled checks, deposits, and payment records.
- Communicated with vendors and service providers regarding property needs.
- Maintained organized financial ano administrative records.
- Assisted with day-to-day office operations and administrative task.
Escalated Complaints Specialist
Caribbean Food Specialists
Brooklyn, NY
10.2021 - 03.2022
- Coordinate with cross-functional teams to streamline complaint resolution and improve the customer experience.
- Analyze complaint trends to identify root causes and recommend preventive process changes.
- Train and support junior team members on best practices for handling escalated issues.
- Review complaint files during quality assurance audits for policy and regulatory compliance.
- Handle high-stress interactions professionally while keeping customers informed and reassured.
Customer Experience Specialist
Qualfon
Guyana
08.2016 - 08.2020
- Improved customer satisfaction scores through effective problem resolution and personalized support.
- Analyzed customer feedback to identify trends, leading to actionable insights for process improvement.
- Utilized telephone, online chat, and email platforms to deliver outstanding customer service.
- Addressed customer inquiries, concerns, and complaints by providing solutions and alternatives and followed up to confirm resolution.
- Investigated and resolved customer inquiries and complaints quickly.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
Education
Microsoft Office (Word, Excel, Outlook -
Technical Institute
Guyana01-2017
High School Diploma -
Patentia Secondary School
Guyana06-2016
Skills
- Front office management
- Calendar management
- Document management
- Office procedures
- Microsoft Office
- Complaint analysis
- Customer relations
- Client communication
Timeline
Tax Office Administrative Assistant
Sanasie CPA
03.2022 - Current
Real Estate Customer Service Representative
Real Estate Company LLC
03.2022 - Current
Escalated Complaints Specialist
Caribbean Food Specialists
10.2021 - 03.2022
Customer Experience Specialist
Qualfon
08.2016 - 08.2020
High School Diploma -
Patentia Secondary School
Microsoft Office (Word, Excel, Outlook -
Technical Institute