MAHAM MANSOOR

• Answered customer inquiries and provided accurate information regarding products and services
• Provided excellent customer service to resolve customer complaints in a timely manner
• Gathered customer feedback through surveys and used the data to improve customer service
• Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service
• Remained calm and professional in stressful circumstances and effectively diffused tense situations
• Maintained detailed records of customer interactions, transactions and comments for future reference.

• Managed daily operation to make sure cab is available for our customers
• Developed and implemented strategies to improve operational efficiency, includes phones must be answered and service is provided to out customers
• Coordinated with our driver to ensure they arrive on time and give professional services
• Monitored customer service calls to ensure quality standards were met and addressed any issues that arose during the call
• Developed processes for handling escalated customer complaints in an efficient manner
• Recruited, hired and trained new Customer Service Representatives according to company policy
• To ensure the utmost security and confidentiality of sensitive financial information, including credit card details and charge receipts, in a professional setting
• On a daily basis, my team will cross-reference the driver's records with the office records to ensure alignment
• Make sure to book-out our drivers by the end of the week.

*Shift Manager/Leader*
Sunshine Airport Car and Limo – Feb 2024 – Present
- Manage and oversee shift operations, ensuring smooth service delivery.
- Work directly with the owner to implement strategies and improve operational efficiency.
- Handle daily email communications, addressing customer and affiliate inquiries.
- Process credit card transactions and ensure drivers are properly booked out for their shifts.
- Engage with affiliates to coordinate transportation services and address any partnership concerns.
- Assign jobs and responsibilities to drivers and team members during each shift.
- Address and resolve customer issues, managing emergency situations as needed to ensure seamless operations.
- Demonstrated ability to handle peer pressure and manage high workloads efficiently, maintaining high standards of service under stress