Sundas Wahid
Brisbane
Summary
Accomplished Customer Service Specialist with a proven track record at VFS Global, adept in conflict resolution and customer relationship management. Leveraged active listening and Microsoft Office proficiency to enhance customer satisfaction, achieving a 100% satisfaction rate. Excelled in reducing call center wait times and boosting customer loyalty through personalized engagement strategies. Friendly and empathetic with excellent communication skills, dedicated to providing outstanding service and support. Possesses solid understanding of customer needs and conflict resolution, coupled with strong problem-solving abilities. Aiming to build positive customer relationships and contribute to customer satisfaction and loyalty.
Overview
2
2
years of professional experience
1
1
Certification
Work History
Customer Service Representative
VFS Global
05.2023 - 12.2023
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Resolved customer inquiries and complaints via phone, email, and chat, resulting in a 100% customer satisfaction rate.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Responded proactively and positively to rapid change.
- Handled customer's confidential documents with care.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
Customer Relationship Officer
TCS
12.2022 - 10.2023
- Managed customer relations on ongoing basis to maximize customer retention.
- Developed targeted marketing campaigns for specific customer segments, increasing engagement rates among clients.
- Reduced call center wait times by efficiently managing incoming requests and delegating tasks effectively.
- Improved customer satisfaction by addressing and resolving their concerns in a timely manner.
- Logged call information and solutions provided into internal database.
- Handled all the inbound and outbound calls.
- Made customers aware of current and new programs and services.
- Increased customer loyalty through the development of personalized relationships with clients.
Public Relations Coordinator
The Learning Hub
02.2022 - 11.2022
- Enhanced customer satisfaction by efficiently addressing and resolving their inquiries and concerns.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Exceeded quarterly sales targets through proactive outreach efforts and strategic account management.
- Maintained up-to-date knowledge on industry trends and regulations, sharing insights with colleagues for informed decision making.
Education
Master of Science - Mass Communication
University Of Central Punjab
Lahore10-2020
Bachelor of Science - Mass Communication & Media Studies
Gift University
Gujranwala03-2017
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Data Entry
- Call center experience
- Complaint Handling
- Conflict Resolution
- Follow-up skills
- Customer Relationship Management (CRM)
- Microsoft Office
- Computer Proficiency
Certification
- Microsoft Office Specialist (MOS) - Microsoft.
- CRM
Languages
English
Full Professional
Timeline
Customer Service Representative
VFS Global
05.2023 - 12.2023
Customer Relationship Officer
TCS
12.2022 - 10.2023
Public Relations Coordinator
The Learning Hub
02.2022 - 11.2022
Master of Science - Mass Communication
University Of Central Punjab
Bachelor of Science - Mass Communication & Media Studies
Gift University
Similar Profiles
Awa FallAwa Fall
Submission Officer at VFS Global: VFS NY - 1 UKVI Team - ContractSubmission Officer at VFS Global: VFS NY - 1 UKVI Team - Contract
Taranum JahanTaranum Jahan
Officer-in-operations at VFS GlobalOfficer-in-operations at VFS Global
Gautam RishiGautam Rishi
Deputy General Manager at VFS GlobalDeputy General Manager at VFS Global
Lakshay VermaLakshay Verma
Senior Operations Officer at VFS GlobalSenior Operations Officer at VFS Global
Lucy SummersLucy Summers
Coles Deli Team Member at Coles SupermarketColes Deli Team Member at Coles Supermarket