Summary
Overview
Work History
Education
Skills
Timeline
Generic

Shabnam Fedawi

Sacramento,CA

Summary

Dynamic customer service professional with extensive experience at MTN Satellite Communications, excelling in conflict resolution and cash handling. Proven track record of enhancing customer satisfaction through effective communication and empathy, while consistently achieving operational efficiency. Committed to fostering strong customer relationships and driving repeat business through exceptional service.

Overview

7
7
years of professional experience

Work History

Cashier and Manager

Sana Market and Bakery
02.2023 - Current
  • Greeted customers entering store and responded promptly to customer needs.
  • Welcomed customers and helped determine their needs.
  • Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
  • Worked flexible schedule and extra shifts to meet business needs.
  • Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
  • Built relationships with customers to encourage repeat business.
  • Resolved customer complaints professionally, leading to improved customer relations and loyalty.
  • Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
  • Enhanced customer satisfaction by providing efficient and accurate cash transactions.
  • Helped customers complete purchases, locate items, and join reward programs.
  • Assisted customers with returns, refunds and resolving transaction issues.
  • Assisted customers with inquiries and provided exceptional service, resulting in positive feedback from shoppers.
  • Stocked, tagged and displayed merchandise as required.
  • Handled multiple payment methods securely, minimizing discrepancies and potential losses.
  • Restocked and organized merchandise in front lanes.
  • Answered questions about store policies and addressed customer concerns.

Customer Service Representative

MTN Satellite Communications
01.2020 - 04.2021
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Responded to customer requests for products, services, and company information.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Contributed to sales growth by upselling products and services based on individual customer requirements.
  • Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
  • Coordinated with logistics department to expedite shipping for urgent customer orders.
  • Led quarterly customer service meetings to review performance and set goals for improvement.

Customer Service Representative

Azizi Bank
03.2018 - 07.2019
  • Resolved complex customer situations by utilizing problem-solving skills and escalating issues when necessary.
  • Handled daily transactional processes, enhancing operational efficiency and customer satisfaction.
  • Maintained up-to-date knowledge of banking regulations, ensuring compliance and customer protection.
  • Processed daily cash transactions accurately while adhering to security protocols, minimizing risk exposure for the bank and its customers.
  • Assisted in fraud prevention efforts by closely monitoring customer accounts and reporting suspicious activity as required.
  • Maintained a high level of professional knowledge, staying informed on industry news and best practices in order to provide exceptional service to customers.
  • Improved customer experience by providing timely and accurate responses to inquiries about banking products and services.
  • Streamlined customer service protocols, reducing wait times and improving service quality.
  • Educated customers on online banking features, promoting digital adoption and convenience.
  • Organized and participated in community outreach programs, increasing bank visibility and customer base.
  • Enhanced customer satisfaction by providing prompt and accurate responses to inquiries regarding bank products and services.
  • Delivered personalized banking advice, helping customers make informed financial decisions.

Education

BBA - Banking And Finance

Nangarhar University
Afghanistan
01-2018

Skills

  • Customer service
  • Cash handling
  • Customer service excellence
  • Attention to detail
  • Patience and empathy
  • Customer assistance
  • Work ethic and integrity
  • Time management skills
  • Team collaboration
  • Cleaning and sanitizing
  • Cash handling and management
  • Money handling
  • Customer relations
  • Cash management
  • Cash register operation
  • Issue resolution
  • Order taking
  • Reliability and punctuality
  • Cash drawer balancing
  • Professionalism and courtesy
  • Product restocking
  • Written and verbal communication
  • Retail merchandising
  • ID verification
  • Cash handling expertise
  • Refunds and exchanges
  • Payment processing
  • Payment collection
  • Conflict resolution
  • Daily reporting
  • Cash register systems
  • Order verification
  • Sales expertise
  • Order packaging
  • Merchandise restocking

Timeline

Cashier and Manager

Sana Market and Bakery
02.2023 - Current

Customer Service Representative

MTN Satellite Communications
01.2020 - 04.2021

Customer Service Representative

Azizi Bank
03.2018 - 07.2019

BBA - Banking And Finance

Nangarhar University

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