Hardworking, successful, dedicated & knowledgeable Customer Service Executive with more than 2 years of experience addressing customer requests and concerns. Expert at providing relevant information and options to effectively resolve issues. Upbeat and energetic with grace in handling difficult situations through resourcefulness and adaptability. Trained in project and time management with extensive knowledge of customer service and proven multitasking abilities. Committed to maintaining professional relationships with clients to increase profitability and drive business results. Solid team player with an outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed, and process optimization. Articulate, energetic, and results-oriented with exemplary passion for developing relationships, cultivating partnerships, and growing businesses.
Explained online self-help options to customers to promote additional and after-hours support choices.
Utilized proper telephone etiquette and asked in-depth questions to immediately find solutions to issues for customers.
Described product and service details to customers to provide information on benefits and advantages.
Escalated critical customer issues to the supervisor immediately to avoid lost revenue and canceled policies.
Mar 2019 - Nov 2019 (8 months, 1 day)
⦁ Directed incoming calls to internal personnel and departments, routing to the best-qualified department.
⦁ Connected callers with appropriate professional, department, or business.
⦁ Supported customers by managing 500 calls per day efficiently while maintaining professionalism and upbeat tone.
⦁ Worked with thousands of customers to understand needs and provide service according to campaign requirements.
⦁ Maintained excellent attendance record, consistently arriving to work on time.
Sep 2018 - Feb 2019 (5 months, 1 day)
My first step towards the BPO industry which made me attracted towards the industry and never really let go of me from then.
BA in English Literature
National University Bangladesh, Bangladesh 2016 - 2020
Customer Service Foundations
Explore how one can use customer surveys to build rapport. Name three ways you can use active listening to serve your customers more effectively. Identify the different types of needs that must be addressed in order to solve problems. Explain the benefits of taking ownership of a problem. Define “preemptive acknowledgment” and recognize its impact on customer service. List three types of attitude anchors and explain their differences.
Customer Service Strategy
Given fast-evolving customer expectations, every organization needs an effective customer service strategy to guide operations and decisions. Your service strategy is the bridge between the organization's vision and mission—and the decisions and actions that happen every day. Join Brad Cleveland in this course and learn how to develop and execute an effective customer service strategy for your organization and team.
Service Metrics in Customer Service
Establishing the right metrics to support effective customer service requires a solid understanding of how metrics work, how metrics are interrelated, and what the uses and limitations of metrics are. Wisely employed, the right metrics help guide decisions, support collaboration, and encourage better performance. But metrics that are incomplete, unfair, or misapplied can send the wrong messages, negatively impact customers and employees, and lead to inefficiencies.