RAMSHA MUNIR
Lahore,PB
Summary
Personable Customer Relations leader driven to exceed customer expectations while promoting adherence to company standards and guidelines. Proven history of fostering quick and successful problem resolution, improving customer satisfaction ratings. Demonstrated success in utilizing current technologies to broaden access between customer and organization and improve response time.
Overview
8
8
years of professional experience
Work History
Customer Relation Officer
Musab School System
01.2023 - 11.2023
- Managed 50+ calls, efficiently responding to customer inquiries and resolving issues.
- Actively listened to customers'' feedback and communicated their needs to the management team, leading to targeted improvements.
- Fostering positive relationships with parents and maintaining open lines of communication, record of providing exceptional customer service, addressing concerns, and ensuring parent satisfaction throughout their journey with the institution
- Strong network and PROACTIVE APPROACH the ability to identify potential opportunities for admissions growth, utilizing various marketing and outreach techniques
- Providing specialized support program for the management
- Maintained detailed records of customer interactions, tracking trends and identifying opportunities for process improvements.
- Implement policies that align with organizational objectives, conducting thorough research and collaborating with cross-functional teams, creating policies that have improved efficiency and compliance.
- Enhanced customer satisfaction by promptly addressing and resolving concerns.
- Assisted customers with product selection based on their unique requirements while also upselling additional features or services when appropriate.
Customer Service Coordinator
Zawaya Garments and Trading Co
08.2021 - 12.2022
- Generate reports to suggest corrective actions and process improvements
- Mentored junior team members, fostering a positive work environment and boosting overall team performance.
- Managed 100+ with exceptional professionalism, ensuring minimal wait times for customers.
- Enhanced customer satisfaction by addressing and resolving complaints in a timely manner.
- Streamlined communication channels for increased efficiency and better customer service experience.
- Networked with industry professionals to exchange best practice knowledge and latest developments.
Visiting Lecturer
University of the Punjab
11.2019 - 08.2021
- Giving understanding of engineering ethics used in corporate world
- Used multiple learning modalities and support material to facilitate learning process and accentuate presentations
- Selected and designed lesson plan and curriculum to meet academic objectives
- Utilized distance learning technology to instruct students remotely
- Evaluated and revised lesson plans and course content to achieve student centered learning.
Executive Assistant
HKB Power Engineering
04.2019 - 10.2020
- Streamlined executive communication by managing emails, phone calls, and scheduling appointments with stakeholders.
- Supports team by performing tasks related to organization and strong communication
- Updated spreadsheets and created presentations to support executives and boast team productivity
- Supported executives in decision-making processes by conducting research and presenting findings in clear formats.
- Served as a liaison between departments to facilitate effective communication throughout the company.
Parent Relation Officer
KIPS High School
03.2017 - 02.2019
- Managed crisis communications effectively, mitigating potential damage to the company''s image.
- Developed strong relationships with key influencers and stakeholders within the industry.
- Streamlined communication channels for improved efficiency in handling customer concerns.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Boosted customer retention rates by providing exceptional service and building rapport with clients.
- Collaborated with cross-functional teams to improve overall customer experience within the company.
- Developed effective strategies for managing challenging situations, resulting in positive outcomes for both customers and the organization.
- Monitored key performance indicators to ensure continuous improvement in service quality.
Customer Service Executive
Etihad Airways
02.2016 - 12.2016
- Operational planning of all boarded cargo
- Employed comprehensive benchmarks to establish and monitor customer service standard
- Comprehensive planning of Perishable to required destinations
- Maintained customer satisfaction with forward thinking strategies focused on addressing customer needs and resolving concerns
- Assessed customer service trends and evaluated complaints to determine areas in need of enhancement.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Streamlined communication channels for improved efficiency in handling customer concerns.
- Implemented new protocols to optimize team performance and deliver consistent results.
- Expertly navigated escalating situations, leading to resolutions that satisfied both clients'' needs while adhering to company policies.
Education
MS Total Quality Management -
University of the Punjab
05.2018
Bs Hons in Management Sciences - Human Resource Management
University of the Punjab
07.2015
Skills
- Conflict Resolution
- Customer Service
- Teamwork
- Critical thinking and problem solving
- Adaptability
- Ability to Work Under Pressure
- Communication
- Communication Skills
- Microsoft Office
- Google Docs
- Telephone Etiquette
- Active Listening
- Cross-selling
- Organizational Skills
- Public Relations
- Sales Expertise
- Information Updates
- Quality Control
- Customer Queries
- Customer Relations Management
- Inbound and Outbound Calling
Languages
English
Hobbies and Interests
Reading books, research articles, surfing internet, badminton
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Customer Relation Officer
Musab School System
01.2023 - 11.2023
Customer Service Coordinator
Zawaya Garments and Trading Co
08.2021 - 12.2022
Visiting Lecturer
University of the Punjab
11.2019 - 08.2021
Executive Assistant
HKB Power Engineering
04.2019 - 10.2020
Parent Relation Officer
KIPS High School
03.2017 - 02.2019
Customer Service Executive
Etihad Airways
02.2016 - 12.2016
MS Total Quality Management -
University of the Punjab
Bs Hons in Management Sciences - Human Resource Management
University of the Punjab
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