Sabrina Islam
Customer Service Supervisor
Philadelphia,PA
Summary
Professional in customer service with strong focus on team collaboration and achieving results. Skilled in conflict resolution, communication, and managing team performance. Reliable and adaptable, ensuring seamless operations and customer satisfaction in dynamic environments. Prepared to lead and support team to meet and exceed goals.
Overview
16
16
years of professional experience
Work History
Fulfillment Expert
Target
11.2024 - Current
- Collaborated with team members to meet daily targets, contributing to overall company success and growth.
- Demonstrated adaptability by successfully navigating changes in product offerings or order volumes, adjusting workflow strategies to maintain peak performance levels.
- Enhanced customer satisfaction with timely processing and shipping of orders, ensuring prompt delivery to clients.
- Exceeded performance metrics consistently by prioritizing tasks effectively within a fast-paced environment.
- Facilitated strong communication between the fulfillment department and other company departments, ensuring seamless collaboration in support of overall business objectives.
- Improved order accuracy by meticulously reviewing and verifying customer information and product specifications.
- Participated actively in regular safety trainings sessions.
Teller
TD Bank
04.2020 - 06.2021
- Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
- Disbursed cash and checks accurately while maintaining security of cash drawers.
- Balanced cash drawers daily, identifying discrepancies and taking corrective actions as needed.
- Processed customer transactions promptly, minimizing wait times.
- Promoted a welcoming atmosphere in the branch by greeting customers warmly upon arrival and addressing them by name when possible.
- Assisted customers with account inquiries, resolving issues promptly and professionally.
- Improved customer satisfaction by providing efficient and accurate transaction processing.
- Supported team members in achieving branch goals through collaboration, communication, and shared responsibilities.
- Assisted customers in understanding banking products, leading to increased uptake of services.
Customer Service Supervisor
Macy's
08.2017 - 02.2019
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
- Collaborated with other departments to address recurring customer concerns, improving overall service quality.
- Coached employees through day-to-day work and complex problems.
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
- Demonstrated exceptional problem-solving abilities in navigating challenging customer scenarios and finding solutions that met their needs as well as aligned with company policies.
- Developed and maintained strong relationships with customers to maintain loyalty and satisfaction.
- Managed escalated calls with diplomacy, successfully deescalating situations while ensuring satisfactory resolutions for both parties involved.
Customer Care Executive
Airtel
04.2011 - 09.2013
- Enhanced customer satisfaction by resolving inquiries effectively and efficiently.
- Managed a high volume of inbound calls, multitasking effectively to address diverse customer needs simultaneously.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Took ownership of customers issues to follow problems through to resolution.
- Delivered personalized assistance by actively listening to customers'' concerns and adapting responses accordingly.
- Provided excellent customer service by efficiently resolving issues and responding to inquiries.
Customer Service Officer
Orascom Telecom
03.2009 - 02.2011
- Enhanced customer satisfaction by efficiently addressing and resolving their inquiries and concerns.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Maintained a high level of product knowledge to effectively assist customers with accurate information and recommendations.
- Completed data entry to record call notes, suggestions and questions.
- Assisted call-in customers with questions and orders.
- Demonstrated adaptability in handling diverse clientele, effectively addressing their unique needs and expectations.
- Streamlined communication between customers and internal departments for timely issue resolution.
- Exceeded customer expectations by going the extra mile, ensuring a memorable experience that fostered brand loyalty and advocacy.
- Managed payments, updated account balances and discussed subsequent payments with customers to keep accounts on track.
Education
Master of Science - Pharmaceutical Marketing And Management
University of Development Alternative
Bangladesh01-2011
Bachelor of Science - Pharmaceutical Sciences
University of Science And Technology of Chittagong
Bangladesh12-2008
Skills
- Customer service
- Active listening
- Critical thinking
- Customer relations
- Problem resolution
- Relationship building
- Call center experience
- Computer proficiency
- Complaint handling
- Payment processing
- Client relations
- Customer satisfaction measurement
- Scheduling
- Follow-up skills
- Product knowledge
- Appointment scheduling
- Documentation
- Administrative support
Languages
English
Full Professional
Bengali
Native or Bilingual
Hindi
Limited Working
Urdu
Limited Working
Interests
- Virtual Reality
- Youth mentor, providing guidance and support to empower the next generation of leaders
- Participate in local theater productions, enhancing my public speaking and teamwork skills
- Drawing and Painting
- I enjoy cooking for friends and family gatherings
- Learning new cooking techniques and expanding my culinary skills
- Dancing
- Enjoy participating in [activity] for overall physical and mental well-being
- Reading
- I like working with my hands and fixing things
- Fashion and Style
- I enjoy helping others and giving back to the community
- DIY and Home Improvement
- Blogging/Vlogging
- Personal Development and Self-Improvement
- Swimming
- Music
- Blogging
- Dance
- Fashion
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Fulfillment Expert
Target
11.2024 - Current
Teller
TD Bank
04.2020 - 06.2021
Customer Service Supervisor
Macy's
08.2017 - 02.2019
Customer Care Executive
Airtel
04.2011 - 09.2013
Customer Service Officer
Orascom Telecom
03.2009 - 02.2011
Master of Science - Pharmaceutical Marketing And Management
University of Development Alternative
Bachelor of Science - Pharmaceutical Sciences
University of Science And Technology of Chittagong
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