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
Rawalpindi
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
Application support
Customer service expert
Desktop support
Problem-Solving
Decision-Making
Dependable and Responsible
Self-Motivated
Written Communication
Teamwork and Collaboration
Maintenance and Repair
Critical Thinking
Active Listening
Flexible and Adaptable
Staff education and training
Technical issues analysis
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