Sher Alam
Lahore, Punjab, Pakistan
Summary
Professional with solid experience in customer service, prepared to excel in this senior role. Proven ability to resolve issues efficiently and enhance customer satisfaction. Strong focus on team collaboration, adapting to changing needs, and delivering results. Skilled in conflict resolution, communication, and process improvement while maintaining high standards. Reliable and results-driven, consistently supporting team success and client happiness.
Overview
5
5
years of professional experience
Work History
Senior Customer Service Specialist
Digitho Technologies
01.2022 - 08.2024
- Manage complex customer inquiries, demonstrating problem-solving skills to resolve issues and improve customer retention by 15%
- Mentor and train junior customer support agents on effective communication techniques and CRM best practices
- Use Zendesk and Salesforce to log customer interactions, streamline processes, and maintain accurate records
- Collaborate with product and operations teams to communicate customer feedback, contributing to product improvements
- Proactively identified and resolved potential bottlenecks in support workflows, optimizing daily team productivity
Customer Service Representative
Plixx Technologies
10.2020 - 12.2021
- Achieved a 90% satisfaction rate by utilizing empathy and efficiency to address inquiries and resolve issues
- Participated in cross-functional team meetings to enhance the customer experience through feedback-based improvements
- Enhanced response times and issue resolution by refining ticket management strategies, reducing average response time significantly
Customer Care Associate
Nodlays
03.2019 - 09.2020
- Assisted customers with product information, order processing, and returns, ensuring a seamless and positive experience
- Developed knowledge base resources to support team training and improve response accuracy
- Coordinated with the logistics team to streamline order tracking and resolve delivery-related concerns, reducing resolution times by 20%
- Participated in weekly team meetings to share feedback on customer trends and suggest process improvements
Education
Bachelor - Software Engineering
York University
Skills
- CRM Software (Salesforce, Zendesk)
- Customer Retention
- Multi-channel Support (Phone, Email, Live Chat)
- Problem Solving
- Conflict Resolution
- Effective Communication
- Active Listening
- Data Analysis & Reporting
- Process Improvement
- Team Collaboration
- Cross-functional Support
Timeline
Senior Customer Service Specialist
Digitho Technologies
01.2022 - 08.2024
Customer Service Representative
Plixx Technologies
10.2020 - 12.2021
Customer Care Associate
Nodlays
03.2019 - 09.2020
Bachelor - Software Engineering
York University
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