Sadia Rafique
Pakistan,Lahore
Summary
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.
Overview
8
8
years of professional experience
Work History
Customer Support Specialist
IBEX
11.2022 - 01.2024
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Provided timely assistance to customers via phone, email, and live chat channels, ensuring a high level of professionalism at all times.
Customer Service Representative
Mindbridge
02.2020 - 10.2022
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Passionate about learning and committed to continual improvement.
- Worked flexible hours across night, weekend, and holiday shifts.
- Strengthened communication skills through regular interactions with others.
- Proved successful working within tight deadlines and a fast-paced environment.
- Demonstrated strong organizational and time management skills while managing multiple projects.
Customer Service Representative
City Taxi Cab Industry
03.2018 - 01.2022
- Managed timely and effective replacement of damaged or missing products.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Trained staff on operating procedures and company services.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
Assistant Export Officer
LAL INDUSRIES (PVT)LTD
04.2016 - 02.2018
- Researched and prepared product cost and trade compliance reviews for clients.
- Followed SOPs with all customer account actions and data management to keep consistent service levels.
- Coordinated with shipping and transport companies on behalf of clients.
- Developed and maintained relationships with customs brokers, freight forwarders and customers.
- Administered export company products for compliance with company and customs export policies.
Education
Master of Arts - English Language And Literature
University of Education Lahore
Lahore, Pakistan03.2010
Bachelor of Arts - B.ED
University of Education Lahore
Lahore, PK 04.2009
Bachelor of Arts - Psychology And Georaphy
University of The Punjab
Lahore03.2008
Skills
- Complaint Handling
- Customer Relationship Management (CRM)
- CRM Software
- Call canter experience
- Quality Assurance
- Sales Support
- Customer Service
- Client Relations
Timeline
Customer Support Specialist
IBEX
11.2022 - 01.2024
Customer Service Representative
Mindbridge
02.2020 - 10.2022
Customer Service Representative
City Taxi Cab Industry
03.2018 - 01.2022
Assistant Export Officer
LAL INDUSRIES (PVT)LTD
04.2016 - 02.2018
Master of Arts - English Language And Literature
University of Education Lahore
Bachelor of Arts - B.ED
University of Education Lahore
Bachelor of Arts - Psychology And Georaphy
University of The Punjab
Similar Profiles
Joshlynn WrightJoshlynn Wright
Customer Service Specialist at IbexCustomer Service Specialist at Ibex
Muhammad TouheedMuhammad Touheed
Customer Service Representative at IbexCustomer Service Representative at Ibex
Mark Jerome DiosmaMark Jerome Diosma
Customer Service Representative at IBEXCustomer Service Representative at IBEX