SAIDA FARJANA RESUME

SAIDA FARJANA

Unit 805, 66 Forest Manor Road

North York, Ontario, M2J0B7

647-633-9459 | farjanasaida@gmail.com

CUSTOMER SERVICE REPRESENTATIVE

HIGHLIGHTS OF QUALIFICATIONS

•        2+ years of experience in customer service and call center             

•        Possess expertise in client retention and client advocacy

•        Strong verbal and written communication, listening and interpersonal skills

•        Demonstrated passion through courteous and efficient customer service

•        Proficient in Microsoft Office applications including Excel, Word and PowerPoint

•        Able to influence others through relationship management 

•        Enthusiastic and supportive team member capable to work autonomously

•        Fluent in English, Bangla and Hindi

WORK EXPERIENCE

CITYCELL                                                                                             2012 - 2014

Customer Service Representative

•        Stayed up-to-date on latest data & mobile devices e.g. Wi-Fi, data devices etc.

•        Learnt customers’ need and helped them to find right product

•        Communicated promotional offers, products and services to a variety of customers

•        Educated and engaged customers through product demonstration

•        Promoted customer loyalty and customer retention

•        Reported sales performance and customer feedback to management on daily basis 

•        Met month on month Customer Experience (CEX) target

•        Generated leads for sales team

•        Restocked goods as needed while working with in-store personnel

Call Center Representative                                                                                      

•        Provided excellent customer service in an inbound customer contact environment

•        Quickly analyzed and interpreted customer inquiries to identify customer needs

•        Listened attentively to customer concerns and demonstrated empathy

•        Identified and resolved complaints, influenced to achieve solutions mutually satisfactory to customers

•        Solved unstructured problems through conceptual thinking

•        Maintained broad knowledge of client products and services

•        Received and forwarded customer feedback to improve business performance

•        Met sales target for retention and cross sell opportunities

EDUCATION

Bachelor of Arts                                                                    

Major: English Literature | Manarat International University, Bangladesh