Rehana Kausar
Mansfield,TX
Summary
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
18
18
years of professional experience
Work History
Customer Service Representative
Cook Children's Medical Center
05.2019 - 01.2022
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services, and company information.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Provided primary customer support to internal and external customers.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Met customer call guidelines for service levels, handle time and productivity.
- Responded proactively and positively to rapid change.
- Trained new personnel regarding company operations, policies and services.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
Data Processing Coordinator
AmerisourceBergen
06.2005 - 08.2006
- Maintained data entry requirements by following data program techniques and procedures.
- Compiled and sorted information to prepare source data for computer entry.
- Reviewed, corrected, deleted and re-entered data to eliminate duplication of data and maintain data integrity.
- Tested customer and account system changes and upgrades with new data input and review.
- Secured information by completing database backups.
- Skilled at working independently and collaboratively in a team environment.
- Self-motivated, with a strong sense of personal responsibility.
- Proven ability to learn quickly and adapt to new situations.
- Worked well in a team setting, providing support and guidance.
- Worked effectively in fast-paced environments.
- Managed time efficiently in order to complete all tasks within deadlines.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Excellent communication skills, both verbal and written.
- Proved successful working within tight deadlines and a fast-paced environment.
- Strengthened communication skills through regular interactions with others.
- Organized and detail-oriented with a strong work ethic.
- Paid attention to detail while completing assignments.
- Adaptable and proficient in learning new concepts quickly and efficiently.
Customer Service Representative II
Verizon Wireless
02.2004 - 05.2005
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Handled customer inquiries and suggestions courteously and professionally.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Updated account information to maintain customer records.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services, and company information.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Reached out to customers after completed sales to suggest additional service or product purchases.
- Increased efficiency and team productivity by promoting operational best practices.
Education
Associate of Science - Science Education
Tarrant County College District
Fort Worth, TXSkills
- Call Management
- Scheduling
- Consultative Sales
- Appointment Scheduling
- Report Generation
- Data Entry
- Paperwork Processing
- Product Knowledge
- Information Security
- Data Collection
- Complaint Resolution
- Account Updating
- Call Center Operations
- System Implementation
- Microsoft Excel
- Filing
- Creative Problem Solving
- Service Upselling
- Technical Support
- Prioritization
- Team Development
- Multi-Line Phone Talent
- Report Preparation
- Microsoft Outlook
- Reading Comprehension
- Problem-Solving Abilities
- Money Handling Abilities
- Critical Thinking
- Call Triaging
- Microsoft PowerPoint
- Record Preparation
- Quality Assurance Controls
- Professional Telephone Demeanor
- Customer Relations
- Clerical Support
- Customer Service
Fluent in Punjabi, Hindi, Urdu
I speak Hindi, Urdu, and Punjabi fluently
Languages
Hindi
Native or Bilingual
Urdu
Native or Bilingual
Punjabi
Native or Bilingual
Timeline
Customer Service Representative
Cook Children's Medical Center
05.2019 - 01.2022
Data Processing Coordinator
AmerisourceBergen
06.2005 - 08.2006
Customer Service Representative II
Verizon Wireless
02.2004 - 05.2005
Associate of Science - Science Education
Tarrant County College District
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