SHAFIA KALAM
Manukau
Summary
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.
Overview
11
11
years of professional experience
Work History
Customer Service Rep
Wurth NZ
01.2022 - Current
- Warmly greet customers and promptly identify the reason for their call
- Ensure the provision of accurate, valid, and complete information through the appropriate methods and tools
- Address complaints efficiently, offering suitable solutions and alternatives within specified time limits, while also following up to confirm resolution
- We adhere strictly to communication procedures, guidelines, and policies
- Train new recruits and existing team members on updated processes
Customer Service Rep
Downer NZ
01.2019 - 01.2022
- Assigning jobs to technicians and managing their workload
- Monitoring job progress to ensure adherence to Service Level Agreements (SLAs) and timely completion
- Responding to and actioning emails from clients, technicians, and customers
- Addressing customer inquiries regarding their job orders
- Liaising with clients concerning the work orders received
- Providing training to new recruits and colleagues
Retail Assistant
Hellers Factory Outlet Shop
01.2018 - 01.2019
- Process cash and credit payments rapidly and accurately
- Maintain friendly and professional customer interactions
- Display the stock in a presentable and attractive manner in the shop
- Respond to all customer inquiries thoroughly and professionally
- Document a stock take every fortnightly
Customer Care Representative
Countdown Customer Care
01.2016 - 01.2017
- Maintained friendly and professional customer interactions
- Explained the differences between the concepts and educated customers on the benefits
- Accurately updated customer details
- Addressed and resolved customer queries in a professional manner
Checkout Operator / Supervisor
Countdown Supermarket
01.2015 - 01.2016
- Processed cash and credit payments swiftly and accurately
- Maintained amicable and professional interactions with customers
- Executed customer transactions, including deposits, withdrawals, and cheque processing
- Addressed all customer inquiries comprehensively and professionally
- Authorized liquor sales to customers, verifying the identification of those who appeared under the age of 25
Manufacturer and Packager
LSG Sky Chef
01.2014 - 01.2015
- Assisted in maintaining preparation and service areas in a sanitary condition
- Cleaned and inspected equipment, kitchen appliances, and work areas
- Cleaned and organized eating, service, and kitchen areas
- Cleaned and sterilized equipment and facilities
- Trained on proper use of equipment, food handling, and portion sizing
- Responsible for sealing of the boxes
Education
Diploma in Business Administration -
NZ institute of Technical Training
01.2015
High School Studies -
Natabua High School
01.2013
BS - Primary Education
Saru MGM School
01.2008
Skills
- Punctuality
- Persuasive communication
- Active listening
- Computer literacy
- Team collaboration
- Critical thinking
- Friendly demeanor
- Data entry
- People-oriented approach
- Customer service
- Willingness to learn
Timeline
Customer Service Rep
Wurth NZ
01.2022 - Current
Customer Service Rep
Downer NZ
01.2019 - 01.2022
Retail Assistant
Hellers Factory Outlet Shop
01.2018 - 01.2019
Customer Care Representative
Countdown Customer Care
01.2016 - 01.2017
Checkout Operator / Supervisor
Countdown Supermarket
01.2015 - 01.2016
Manufacturer and Packager
LSG Sky Chef
01.2014 - 01.2015
High School Studies -
Natabua High School
BS - Primary Education
Saru MGM School
Diploma in Business Administration -
NZ institute of Technical Training
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