Afsheen Kabir
Hamilton
Summary
Professional in customer service, delivering impactful support and solutions to ensure customer satisfaction. Proven track record of strong team collaboration and adapting to changing needs. Proven track record of effective communication skills and customer-first approach.
Overview
21
21
years of professional experience
Work History
Customer Service Officer- Level 1
Inland Revenue Department
03.2023 - Current
- Working in a fast-paced and front-line role, demonstrating excellent verbal and written communication skills.
- Helping the customer with their personal taxes, debt, general business and employers line queries.
- Resolving customer’s queries aligned with the best knowledge of government policies and delivering best customer centric approach to improve customer service.
- Working as a first point of contact for broad group of customers and responding to range of comms including emails and calls.
- Responding to customers, coming up with solutions and calculating options when communicating a plan.
- Supporting customers to ensure they comply with any obligations and get it right from start.
- Implementing government policies and regulations of taxes while maintaining the integrity of the organization to deliver best outcomes for both the organization and the customers.
Free Lancing
Self Employed
02.2019 - 12.2022
- Involved in free lance tutoring/help for students aged 9 to 14 years of age with their day to day course work and providing guidance for their school projects.
- Following the stock market on a daily basis and undertaking transactions based on market cycles, chart analysis and seasonality.
Teacher
Kids Cove ELC
07.2016 - 02.2019
- Hired as a casual employee and subsequently promoted as a permanent teacher in the Infants' room.
- Following the Centre policy, philosophy and regulations, effectively managed a group of around 10 children, with 5 directly under primary care.
- Enforced a child led and play based curriculum in a safe environment.
- Program planning for the week and ensuring its implementation.
- Regular use of MS Office applications to write reports and communicating with parents while welcoming their suggestions and addressing their concerns, if any.
- Regularly attending management meetings for work discussions, performance reviews and appraisals.
Work break
Home maker
12.2006 - 06.2016
- Took a well needed break to raise my children and be with them during their most crucial years of development.
Junior Executive
Securities and Exchange Commission of Pakistan
02.2005 - 11.2006
- A role with the country's only financial regulatory authority.
- Providing administrative support activities including being responsible for company registration checks, internal checking of company returns, company compliance checks, and accounts scanning.
- Providing as the first point of contact for auditors/company representatives regarding filing of annual returns for companies and speedy company registration process.
Management Trainee
Pakistan State Oil Company Limited
02.2004 - 01.2005
- Responsible for ISO quality certification at PSO outlets in Rawalpindi especially the company owned and operated sites.
- Responsible for sales/marketing activities at designated sites and management of day to day activities at retail sites including sales record maintenance, quality checks and inventory controls.
Education
Business Administration -
Karachi University Business School
12.2003
Skills
- Customer focus and support
- Complaint handling
- Active listening
- Information protection
- Inbound call management and documentation
- Payment processing
Languages
English
Urdu
Awards
Received letter of appreciation for exceptional customer service by the Tax Commissioner of New Zealand
Timeline
Customer Service Officer- Level 1
Inland Revenue Department
03.2023 - Current
Free Lancing
Self Employed
02.2019 - 12.2022
Teacher
Kids Cove ELC
07.2016 - 02.2019
Work break
Home maker
12.2006 - 06.2016
Junior Executive
Securities and Exchange Commission of Pakistan
02.2005 - 11.2006
Management Trainee
Pakistan State Oil Company Limited
02.2004 - 01.2005
Business Administration -
Karachi University Business School
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