Zarfin Akter Zebin
Student
Sydney
Summary
Dynamic and results-oriented professional with a proven track record at Genex, where I excelled in customer service excellence and technical aptitude. Leveraged advanced problem-solving skills and IT knowledge to enhance customer satisfaction and resolve complex issues efficiently. Adept at using CRM software to streamline service delivery, consistently achieving high customer satisfaction scores.
Overview
1
1
year of professional experience
3
3
Languages
Work History
Customer Service Associate
Genex
02.2023 - 01.2024
- Handled customer complaints professionally, resulting in satisfactory outcomes and positive feedback.
- Maintained a high level of product knowledge, providing accurate information to customers.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Enhanced customer satisfaction by effectively addressing inquiries and resolving issues.Delivered high-quality customer support by addressing inquiries and resolving issues efficiently, contributing to a positive customer experience.
- Managed approximately 50 incoming calls, emails per day from customer.
- Consistently achieved high customer satisfaction scores by providing friendly and solution-focused service.
- Implemented effective troubleshooting techniques, ensuring a high resolution rate and reducing the need for follow-up calls.
Sales Associates
Prince Bazar
09.2022 - 01.2023
- Assisted customers with product selection, offering tailored recommendations to enhance their experience.
- Collaborated closely with team members to optimize store operations and improve service delivery.
- Strengthened communication and problem-solving skills in a fast-paced retail environment.
Education
Bachelor - Information Technology
Macquarie University
Sydney, NSW 07.2024 - Current
Skills
- Customer Service Excellence: Track record of consistently meeting and exceeding customer expectations by actively listening, understanding needs, and resolving issues promptly
- Effective Communication: Clear and empathetic communicator with strong interpersonal skills; adept at simplifying complex concepts for customers and fostering a positive experience
- Advanced Problem-Solving: Skilled in identifying root causes and implementing solutions effectively, especially under high-pressure situations
- Technical Aptitude: Knowledge of IT and cybersecurity principles, enhancing the ability to troubleshoot tech-related issues and support a technical customer base
- Conflict Resolution: Proficient in de-escalating tense situations and guiding customers towards satisfactory outcomes, building rapport and trust
- CRM Software Proficiency: Experienced with CRM platforms, essential for managing customer records, tracking interactions, and optimizing service efficiency
- Time Management: Strong organizational skills with the ability to prioritize tasks and manage a high volume of inquiries while maintaining service quality
- Adaptability: Demonstrates flexibility in dynamic environments, quickly learning new systems and processes to adapt to organizational needs
Timeline
Bachelor - Information Technology
Macquarie University
07.2024 - Current
Customer Service Associate
Genex
02.2023 - 01.2024
Sales Associates
Prince Bazar
09.2022 - 01.2023
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