Eman Kahla
Sydney
Summary
As customer service professional, brings valuable experience in addressing and resolving customer issues effectively. Known for strong focus on team collaboration and achieving positive outcomes. Reliable and adaptable with excellent communication and problem-solving skills. Experienced with handling customer interactions and resolving issues promptly. Utilizes communication and empathy to build strong customer relationships. Track record of maintaining high customer satisfaction and fostering loyalty.
Overview
9
9
years of professional experience
Work History
Product Specialist
EV Powerhouse
02.2023 - Current
- Supported sales representatives during client meetings by providing expert knowledge on specific features or functionalities of the given product line.
- Boosted customer retention by providing exceptional product support and addressing user concerns.
- Logged phone numbers and email addresses to contact customers for follow-ups.
- Researched product's technical specifications and accurately communicated information.
- Optimized inventory management, ensuring timely availability of products for customers.
- Improved product features based on customer feedback, leading to notable increase in user engagement.
- Implemented quality control measures for product enhancements, ensuring high standards and customer satisfaction.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Researched and identified solutions to technical problems.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Live Chat Agent
Harvey Norman
01.2016 - 02.2019
- Responded to customer inquiries and provided accurate information about products and services via live chat.
- Monitored customer conversations and provided timely, knowledgeable assistance.
- Resolved customer complaints by identifying problems, suggesting solutions and implementing corrective action.
- Developed exemplary writing skills through continued correspondence with upwards of [Number] customers per day.
- Asked open-ended questions to determine which products or services would be best fit for customer's needs.
- Researched customer inquiries to provide accurate and up-to-date information.
- Trained new team members on live chat procedures and customer service protocols.
- Assisted customers with order placement, product returns and order tracking.
- Documented all customer information accurately in computer system, providing dated notes for future reference.
- Worked closely with each customer to carefully resolve issues within timely fashion.
- Identified opportunities for upselling and cross-selling during interactions, boosting revenue generation efforts.
- Increased sales conversions with persuasive product recommendations tailored to individual customer needs.
- Assisted in creating canned responses that expedited common query resolutions while maintaining a personalized touch in communications.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Responded proactively and positively to rapid change.
Skills
- Customer engagement
- Product training
- Product launches
- Pricing strategy
- Sales support
- Product performance monitoring
- Excellent positive attitude
- Problem-solving
- Customer service
- Friendly and patient
- Customer communication and empathy
- Organizational skills
- Active listening
- Highly professional
- Customer service expert
- Attention to detail
Timeline
Product Specialist
EV Powerhouse
02.2023 - Current
Live Chat Agent
Harvey Norman
01.2016 - 02.2019
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