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Zainab
Customer Service Representative
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Competencies
Demonstrated experience with Customer Relationship Management.
Demonstrated experience with Conflict Resolution & De-escalation.
Demonstrated experience with Needs Assessment & Active Listening.
Demonstrated experience with Complaint Handling & Service Recovery.
Demonstrated experience with Client Retention & Satisfaction.
Education
Summary
Customer Service Representative open to new opportunities
Experience
Customer Service Representative
Delivered efficient, courteous phone-based customer service, resolving account, billing, and service inquiries for a high volume of daily callers.. Diagnosed and resolved service issues promptly, ensuring strong first-call resolution rates and consistently high customer satisfaction.. Identified upsell and cross-sell opportunities during customer interactions, contributing to sales targets while matching solutions to customer needs.. Proactively addressed at-risk accounts with tailored retention offers, reducing cancellations and strengthening customer loyalty.. Accurately documented customer interactions, updates, and resolutions in CRM systems, ensuring seamless handoffs and service continuity.. Maintained in-depth product and plan knowledge to provide accurate information and guide customers toward the best-fit solutions.. Collaborated with team leads and other departments to escalate and resolve complex customer issues in a timely manner.
Client Support Worker
Delivered compassionate, responsive service to clients, providing companionship, emotional support, and attentive assistance with daily needs.. Monitored client wellbeing, promptly observing and reporting changes to the clinical team to ensure timely, appropriate follow-up.. Coordinated transportation and scheduling support for medical appointments, therapy sessions, and community activities.. Assisted with intake processes, documentation, and case management, ensuring accurate records and smooth service delivery.. Built trusting, respectful relationships with clients, consistently supporting their dignity, autonomy, and satisfaction.. Participated in team meetings to share observations, discuss client progress, and contribute to service plan improvements.