Rohema Parvaiz
Hockley,TX
Summary
Driven by a passion for enhancing customer satisfaction, I excelled at Macys Department Store by implementing effective complaint handling and upselling techniques, leading to a significant improvement in service quality. Skilled in team training and performance tracking, my efforts contributed to a noticeable sales growth, showcasing my ability to blend soft and hard skills for business success.
Overview
6
6
years of professional experience
Work History
Customer Experience Colleague
Macys Department Store
Sachse, TX
10.2020 - 05.2024
- Utilized telephone, online chat, and email platforms to deliver outstanding customer service.
- Trained new customer service agents on policies and procedures to support favorable customer experiences.
- Investigated customer complaints and escalated issues to address critical requests.
- Leveraged excellent listening skills to understand each customer's unique situation, resulting in tailored recommendations that met their specific needs.
- Actively participated in team meetings, sharing ideas and suggestions for process improvements that enhanced service quality and efficiency.
- Maintained key performance indicators and acceptable performance levels to support assigned customer base.
- Handled challenging situations with empathy and patience, demonstrating a commitment to customer satisfaction at all times.
- Collaborated with internal team members to resolve customer concerns and deliver enhanced customer experiences.
- Addressed customer inquiries, concerns, and complaints by providing solutions and alternatives and followed up to confirm resolution.
- Efficiently processed returns and exchanges according to company policies while ensuring continued positive rapport with customers.
- Responded to high volume of incoming calls utilizing listening and communication skills to identify customer problems, needs, and opportunities.
- Assisted customers in navigating complex processes by breaking down information into simple steps for easy understanding.
- Trained new hires on company policies, procedures, and best practices for delivering outstanding customer service.
- Resolved customers' issues related to online purchases, late product deliveries and billing discrepancies to encourage good customer relationships.
- Monitored customer feedback to identify areas of improvement in customer experience.
- Cooperated closely with other departments to support achievement of customer experience outcomes.
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Collaborated with the management team to develop strategic plans for business growth and improvement.
Customer Service
Kroger
Irving
06.2018 - 07.2020
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Improved resolution time with effective problem-solving for customer complaints.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
Customer Service Representative
Tombthumb
Irving
01.2018 - 06.2018
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Education
Bs - Microbiology
Jinnah University
Karachi Pakistan05.2014
Skills
- Upselling
- Team Training
- Complaint Handling
- Performance Tracking
- Employee Scheduling
- Sales Growth
Timeline
Customer Experience Colleague
Macys Department Store
10.2020 - 05.2024
Customer Service
Kroger
06.2018 - 07.2020
Customer Service Representative
Tombthumb
01.2018 - 06.2018
Bs - Microbiology
Jinnah University