Mary Tanveer Shafqat
Rawalpindi
Summary
Dynamic Customer Support Representative with a proven track record at Touchstone Communication Saddar, excelling in problem-solving and customer service. Expert in technical issues analysis and fostering teamwork, I consistently exceeded performance metrics. Skilled in training and empowering teams to enhance service protocols, my approach significantly improved client satisfaction and operational efficiency.
Overview
1
1
year of professional experience
Work History
Customer Support Representative
Touchstone Communication Saddar
10.2023 - Current
- Managed escalated calls with professionalism, ultimately resolving complex issues to the satisfaction of both the client and company.
- Resolved customer complaints by distinguishing, prioritizing and reporting technical issues.
- Balanced multiple priorities while maintaining a focus on excellent communication skills and attention to detail.
- Liaised with internal teams to resolve customer concerns, escalate issues and serve as company ambassador.
- Trained new hires on company policies, procedures, and best practices in customer support roles.
- Exceeded performance metrics by consistently providing high-quality support to clients.
- Delivered exceptional customer service by prioritizing emergency issues and developing and employing workarounds to solve problems expeditiously.
- Collaborated with team members to identify areas of improvement in customer service protocols.
- Resolved technical issues for customers with clear explanations and step-by-step guidance.
- Researched and identified solutions to technical problems.
- Offered assistance in implementing and developing training programs.
Education
FSC - Pre-Medical
Cadet College Jhang
Jhang05.2023
Skills
Technical documents comprehension
Languages
English
Bilingual or Proficient (C2)
Urdu
Bilingual or Proficient (C2)
Timeline
Customer Support Representative
Touchstone Communication Saddar
10.2023 - Current
FSC - Pre-Medical
Cadet College Jhang
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