Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Roqayya Shehata

Box Hill,NSW

Summary

Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.

Overview

4
4
years of professional experience

Work History

Customer Service Representative

CRM Australia
03.2022 - Current
  • Handled customer inquiries and suggestions courteously and professionally.
  • Managed approximately 50 incoming calls, emails and faxes per day from customers.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Answered constant flow of customer calls with minimal wait times.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Updated account information to maintain customer records.
  • Processed customer service orders promptly to increase customer satisfaction.
  • Utilized customer service software to manage interactions and track customer satisfaction.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
  • Developed and updated databases to handle customer data.
  • Continually investigated and resolved accounting, service and delivery concerns.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.

Volunteer

Cardinal Health
05.2020 - 05.2020
  • Played a crucial role in meeting the heightened demand for advanced hospital thermometers during the COVID-19 pandemic.
  • Calibrated over 50 thermometers using specialized equipment to guarantee precise functionality.
  • Executed meticulous quality checks to ensure the accuracy of each calibrated thermometer.
  • Efficiently packaged calibrated thermometers, meticulously sealing and stamping each box for shipment.
  • Contributed to the timely delivery of calibrated thermometers to various hospitals, supporting their preparedness and response efforts.

Team Member

Coles
09.2019 - 12.2019
  • Kept work areas clean, organized, and safe to promote efficiency and team safety.
  • Contributed to team success by completing jobs quickly and accurately.
  • Learned all required tasks quickly to maximize performance.
  • Worked scheduled shifts and remained available to work during coworker absences, holidays, and busy periods.
  • Maintained productive, efficient approach to all tasks.
  • Addressed and resolved customer complaints in polite and professional manner.
  • Monitored and verified all merchandise was properly priced and labeled.

Education

Bachelor of Law And Business Administration -

Macquarie University
Sydney, NSW
11.2026

IB Diploma -

Australian International Academy - Sydney Campus
Kellyville NSW
11.2021

Skills

  • Account Updating
  • Information Security
  • Call Management
  • Data Entry
  • Scheduling
  • Customer Relationship Management (CRM)
  • Microsoft Office Suite
  • Money Handling Abilities
  • Conflict Mediation
  • Paperwork Processing

Languages

English
Native or Bilingual
Arabic
Native or Bilingual

Timeline

Customer Service Representative

CRM Australia
03.2022 - Current

Volunteer

Cardinal Health
05.2020 - 05.2020

Team Member

Coles
09.2019 - 12.2019

Bachelor of Law And Business Administration -

Macquarie University

IB Diploma -

Australian International Academy - Sydney Campus

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Roqayya Shehata