Soraya Akbar
Cypress
Summary
Energetic and personable customer service professional with over 20 years of experience seeking an opportunity to leverage strong communication skills and passion for providing exceptional client experience. Committed to delivering prompt, courteous and effective assistance to customers. Eager to contribute to the growth and success of a dynamic organization.
Overview
10
10
years of professional experience
Work History
Lead Customer Service Representative
FITHthird BANK
Lawrenceville
11.2015 - 02.2026
- Led customer service team to enhance client satisfaction and resolve inquiries.
- Trained new representatives on policies and procedures for effective service delivery.
- Coordinated communication between departments to address customer concerns promptly.
- Monitored service metrics to identify trends and recommend solutions for improvement.
- Conducted regular performance reviews to ensure high-quality customer interactions.
- Facilitated conflict resolution between customers and bank personnel effectively.
- Trained new employees on company customer service policies and service level standards.
- Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
- Answered customers' questions and addressed complaints in-person or by phone to immediately rectify issues.
- Maintained up-to-date knowledge of company products and services.
- Monitored team performance and provided feedback for improvement.
- Provided guidance and support to customer service representatives.
- Worked with senior leadership to address and resolve disciplinary issues and boost overall team success.
- Conducted regular staff training sessions on customer service techniques.
- Developed strategies to improve the overall quality of customer experience.
- Manage branch operations,ensuring compliance with audit requirements
- Generated weekly, monthly, quarterly reports summarizing key performance indicators for management review.
- Oversaw daily operations of the call center team including scheduling shifts, assigning tasks.
- Handled inquiries from customers regarding product information or services offered.
- Promoted available products and services to customers during service, account management and order calls.
- Supported sales team members to drive growth and development.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
Education
Associate of Applied Science - Business Administration
LaGuardia Community College
Long Island City, NY06-1988
Skills
- Customer service
- Customer relationship management
- Account management
- Performance monitoring
- Complaint resolution
- Customer complaint resolution
- Team management
- Team training and leadership
- Training development
- Leadership skills
- Strategic planning
- Problem solving
- Problem-solving
- Effective communication
- Communication skills
- Time management
- Time management abilities
- Willingness to lead
- Work prioritization
- Multitasking and organization
- Organizational skills
- Adaptability
- Calm and professional under pressure
- Self motivation
- Continuous improvement
- Attention to detail
- Rapport building
- Positive language
- Fast learner
- Positive and friendly
- Teamwork
- Relationship management
- Relationship building
- Product and service sales
- Process transactions
- Conflict resolution
- Multitasking
- [Language] fluency
- Continuous improvement
- Relationship building
Languages
English
Full Professional
Spanish
Full Professional
Timeline
Lead Customer Service Representative
FITHthird BANK
11.2015 - 02.2026
Associate of Applied Science - Business Administration
LaGuardia Community College