Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Timeline
CustomerServiceRepresentative

Shazia Begum

Woodhaven,USA

Summary

As customer service professional, brings valuable experience in addressing and resolving customer issues effectively. Known for strong focus on team collaboration and achieving positive outcomes. Reliable and adaptable with excellent communication and problem-solving skills.

Experienced with handling customer interactions and resolving issues promptly. Utilizes communication and empathy to build strong customer relationships. Track record of maintaining high customer satisfaction and fostering loyalty.

Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.

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.

Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.

Overview

13
13
years of professional experience

Work History

Customer Service Representative

Internal Revenue Service, IRS
11.2021 - Current
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Maintained thorough and current understanding of applicable tax laws.
  • Provided excellent customer service, addressing client concerns and answering tax-related questions promptly.
  • Provided exceptional customer service by promptly responding to inquiries and addressing concerns related to taxation matters.

Housing Assistant

NEW YORK CITY HOUSING AUTHORITY
05.2019 - 11.2021
  • Answered and managed incoming calls for public housing and section 8 tenants
  • Assisted clients for recertification and updated applications
  • Mailed out documents to clients for transfer or recertification
  • Screened clients’ documents before submission
  • Created emergency tickets for Public Housing maintenance issues
  • Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
  • Handled escalated customer complaints effectively, leading to satisfactory resolutions for both the client and the company.

Customer Service Agent

CATHY PACIFIC AIRWAYS
10.2017 - 06.2018
  • Provided Customer service, greeted and checked passenger documentation
  • Check passengers in using a computer-based system, issuing boarding cards
  • Provided exceptional customer service with empathetic listening and effective problem-solving skills.
  • Managed passenger boarding process, maintaining orderliness and timeliness during busy periods.
  • Utilized strong attention-to-detail skills when reviewing passenger documents for accuracy before issuing boarding passes.
  • Kept up-to-date on flight schedules to provide accurate information for travelers seeking assistance.
  • Handled escalated customer complaints professionally, implementing solutions that addressed concerns adequately.

Administrative Office Assistance (Internship)

CAMBRIDGE INSURANCE ADVISORS
04.2017 - 08.2017
  • Monitored administrative functions and transactions and prepared a variety of reports utilizing an array of databases and automated systems
  • Prepared and/or reviewed written material, including letters, memoranda, reports, charts, briefing material, and talking points for proper format, grammar, spelling, and typographical accuracy
  • Provided secretarial support that included Telephone coverage- screening all incoming calls and handling inquiries

Parent Association President (Volunteer)

PUBLIC SCHOOL (PS.273)
09.2012 - 06.2017
  • Performed secretarial, treasure, and president duties
  • Worked for the school community and fundraising
  • Event planner for school activities/Did presentations on PowerPoint
  • Streamlined communication between volunteers, staff, and partner organizations to ensure seamless collaboration.
  • Strengthened community bonds by organizing and leading volunteer initiatives.
  • Promoted a culture of collaboration, fostering strong relationships among volunteers, staff members, and stakeholders alike.
  • Championed diversity inclusion principles throughout every aspect organizational life, resulting broader representation across various sectors society contributing unique perspectives toward overall success initiatives undertaken.

Education

BBA - Management

Berkeley College
New York, NY
08.2017

Associate of Applied Science - Travel & Tourism

Berkeley College
New York, NY
07.2001

Bachelor of Science -

Karachi University
06.1998

Skills

  • Excellent interpersonal skills
  • Listening skills
  • Written communication skills
  • Verbal communication skills
  • Strong customer service
  • Multitasking
  • Extroversion
  • Teamwork
  • Independence
  • Bilingual
  • Knowledge of Cisco System
  • Knowledge of Seibel system
  • Critical thinking
  • Active listening
  • Customer service
  • Relationship building
  • Problem resolution

Accomplishments

  • Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
  • Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.

Languages

Hindi
Limited Working
English
Full Professional
Urdu
Native or Bilingual

Timeline

Customer Service Representative

Internal Revenue Service, IRS
11.2021 - Current

Housing Assistant

NEW YORK CITY HOUSING AUTHORITY
05.2019 - 11.2021

Customer Service Agent

CATHY PACIFIC AIRWAYS
10.2017 - 06.2018

Administrative Office Assistance (Internship)

CAMBRIDGE INSURANCE ADVISORS
04.2017 - 08.2017

Parent Association President (Volunteer)

PUBLIC SCHOOL (PS.273)
09.2012 - 06.2017

Bachelor of Science -

Karachi University

BBA - Management

Berkeley College

Associate of Applied Science - Travel & Tourism

Berkeley College
Shazia Begum