Zainab Cheema
Henrico,Virginia
Summary
Ambitious customer care executive with dedicated service contributing to company's growth and profitability. Excellent communication skills, problem resolution and positive customer experience. Flexible, decisive leader maintaining service, accountability and training for fast-paced environments.
Overview
5
5
years of professional experience
Work History
Customer Care Executive
Verizon Wireless
03.2022 - Current
- 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.
- Provided excellent customer service by efficiently resolving issues and responding to inquiries.
- Delivered personalized assistance by actively listening to customers'' concerns and adapting responses accordingly.
Technical Customer Support Specialist
Cigna
10.2021 - 03.2022
- Increased first-call resolution rates with thorough troubleshooting and problem-solving skills.
- Collaborated with cross-functional teams to address complex technical problems, ensuring timely resolutions for customers.
- Demonstrated excellent multitasking abilities while juggling multiple support requests without compromising quality or efficiency.
- Developed strong relationships with clients through consistent communication and follow-up procedures, fostering trust and loyalty.
- Contributed to the creation of a comprehensive knowledge base for future reference and issue resolution.
Customer Service Representative
ATT
02.2020 - 09.2021
- 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.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Education
Bachelor of Science - Premedical Science
VCU
06.2025
Skills
- Customer Support
- Excellent problem-solving abilities
- Call Center Operations
- Customer service background
- Data Entry
- Customer Response
- CRM software proficiency
- Escalation management
- Customer Service
- Computer Skills
Languages
Urdu
Professional Working
Spanish
Professional Working
Timeline
Customer Care Executive
Verizon Wireless
03.2022 - Current
Technical Customer Support Specialist
Cigna
10.2021 - 03.2022
Customer Service Representative
ATT
02.2020 - 09.2021
Bachelor of Science - Premedical Science
VCU
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