Marjan Cheema
Lahore
Summary
Experienced customer support specialist with a track record of over 3 years in managing high-volume calls, chats, and emails for UK clients. Skilled in leveraging multiple platforms to ensure high customer satisfaction ratings. Dedicated to delivering quality service and support in dynamic settings.
Overview
2
2
Languages
7
7
years of professional experience
Work History
Customer Support Representative
Support Solutions Hub
Lahore
02.2023 - Current
- Managed customer inquiries through phone, email, and chat support.
- Engaged in active listening with callers to confirm information and diffuse anger, resulting in improved customer interactions.
- Handled escalated customer service issues with professionalism and empathy, leading to resolution and customer retention.
- Issued refunds and credits to resolve customer issues.
- Documented, tracked and monitored customer issues in CRM to foster resolution.
- Collaborated with other departments to swiftly resolve customer issues, improving overall service efficiency.
- Gathered customer feedback to identify service improvement areas, facilitating enhancements in overall customer satisfaction.
Speech and Language Pathologist
International Therapy Services
Lahore
05.2022 - 02.2023
- Conducted assessments to evaluate speech and language abilities in clients.
- Developed personalized therapy plans based on assessment results and client needs.
- Developed targeted treatment goals to enhance communication abilities of patients with diverse disorders.
- Implemented evidence-based therapeutic techniques to significantly enhance communication skills in clients.
- Consulted with educators and medical professionals on effective communication strategies to support individuals with hearing and speech challenges.
Speech and Language Pathologist
cornerstone school and college
Lahore
04.2019 - 04.2022
- Evaluated speech and language needs of students through comprehensive assessments.
- Developed individualized therapy plans targeting specific communication challenges to enhance student outcomes.
- Implemented interactive therapy sessions incorporating engaging activities and resources to improve student engagement and participation.
- Provided training and support to staff on speech-language development techniques to foster a collaborative learning environment.
- Maintained accurate records of student progress and therapy sessions.
Education
Bachelor of Science - Speech-Language Pathology
University of Lahore
Lahore01-2019
FSC Pre-Medical
Punjab Group of Colleges
Gujranwala04-2014
Matriculation in Science
Asaas National School
Gujranwala Cantt04-2012
Skills
Customer Relationship Management, Live Chat and Email Management, Active Listening, Clear Articulation, Multi-Tasking, Conflict Resolution , CRM Software , Ticketing Systems , Microsoft Office, iCabbi , Cab9 , De-escalation Techniques , TeamViewer / Zoom , Crisis Management , Documentation , Call Handling , Quality Assurance , Data Privacy , Time Management,
Customer relationship management,
Empathy in Communication,
Issue resolution,
CRM documentation
Languages
English
Proficient (C2)
C2
Urdu
Native
Native
Timeline
Customer Support Representative
Support Solutions Hub
02.2023 - Current
Speech and Language Pathologist
International Therapy Services
05.2022 - 02.2023
Speech and Language Pathologist
cornerstone school and college
04.2019 - 04.2022
Bachelor of Science - Speech-Language Pathology
University of Lahore
FSC Pre-Medical
Punjab Group of Colleges
Matriculation in Science
Asaas National School