Ookasha Faisal
Greenvale,Australia
Summary
Professional with strong foundation in customer service. Proven ability to enhance customer satisfaction and resolve issues efficiently. Skills include effective communication and problem-solving, valued for reliability and positive attitude.
Overview
11
11
years of professional experience
Work History
Customer Contact Representative
Assistify Pty. Ltd.
12.2023 - 02.2025
- Enhanced customer satisfaction by resolving issues promptly and professionally.
- Increased customer retention with personalized service and proactive problem solving.
- Consistently met goals for call quality, resolution time, and overall customer satisfaction.
- Made follow-up phone calls to customers about general issues.
- Managed high-volume inbound calls, prioritizing urgent matters for immediate attention.
- Made cold calls to potential customers with information.
Customer Service Officer
Httpeak
01.2021 - 11.2023
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Completed data entry to record call notes, suggestions and questions.
- Assisted call-in customers with questions and orders.
- Managed diverse clientele, effectively addressing their unique needs and expectations.
- Increased customer retention with prompt follow-ups on pending issues.
- Responded to customer requests for products, services, and company information.
Customer Service Representative
Thought World Pty. Ltd.
01.2015 - 12.2017
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Improved resolution time with effective problem-solving for customer complaints.
- Developed rapport with customers through active listening skills.
- Collaborated with team members to develop best practices for consistent customer service delivery.
Office Admin
Amaze Pvt. Ltd
01.2014 - 12.2015
- Maintained work logs and payroll for office employees
- Managed schedules, coordinating supplies, and handled general administrative tasks.
- Managed billing, insurance coordination, and record-keeping for smooth office operations.
- Handled office correspondence and incoming and outgoing mail.
Education
MBA - Human Resource Management
IQRA University
01.2018
Bachelor of Commerce - Commerce – Management And Administrative Sciences
Govt. College of Commerce & Economics
01.2011
Skills
- ZOHO
- QuickBooks
- Zendesk
- Microsoft Office
- Call centre experience
- Data entry
- Complaint handling
- Typing speed
- Cold calling
- Email management
- Invoice requests
- Customer service
- Verbal and written communication
- Decision Making
- Ability to Work Under Pressure
- Ability to Multitask
- Communication Skills
- Ability to Work in a Team
- Good time management
Timeline
Customer Contact Representative
Assistify Pty. Ltd.
12.2023 - 02.2025
Customer Service Officer
Httpeak
01.2021 - 11.2023
Customer Service Representative
Thought World Pty. Ltd.
01.2015 - 12.2017
Office Admin
Amaze Pvt. Ltd
01.2014 - 12.2015
MBA - Human Resource Management
IQRA University
Bachelor of Commerce - Commerce – Management And Administrative Sciences
Govt. College of Commerce & Economics
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