Sumayah Khan

Work included:

• Answering inbound calls and multiple chats at a time, helping customers resolve delivery and product issues
• Coordinating with several departments to help reach a resolution
• Was given the opportunity to work on the Eve Sleep team and kept up to date with company updates and daily briefs for both companies
• Taking overtime to help with overflowing call/email numbers during busy periods
• Noting down feedback from coaching sessions, so that I consciously apply the feedback on my calls
• Explaining policies and company processes to customers so that they are made aware of the next steps in resolving their concerns, which also helped to keep them at ease, as they knew the matter is being dealt with
• Answering queries and dealing with complaints via calls, emails and chat service via Freshdesk system
• Contacting warehouses, suppliers and the stores to compile information when required
• Arranging for technicians to go to customers' homes when required to inspect furniture and converse with customers about the outcome of the reports post inspection, advising them of how I can help
• Diagnosing product faults, arranging full and part product replacements, discounts, offered and applied gesture of good wills, took payment over the phone, applied refunds, arranged collections, changed delivery dates
• Assisting fellow colleagues with their calls and training new staff, advising them on how I would deal with the customers' situation, as well as providing side by side coaching
• Achieving Employee of the Month twice as well as prizes and recognition for my performance throughout the years

Work comprised of:

• Taking inbound calls from new and existing customers, dealing with queries, dealing with financial transactions and explaining company policies over the phone and via emails
• Liaising with various departments, suppliers and couriers to gather expert advice when attempting to solve a more complex matter
• Delivered presentations in front of new employees as well as in the internal business meetings
• Helped train and supervised new employees by floor walking in addition to guiding them through several company systems
• Outbound calling whilst given the opportunity to be a Complaints Handler for a year and a half
• This role particularly has assisted in refining my communication skills and administrative skills, allowing me to handle more complex disputes in a composed manner
• Adapted to changes within the company for example, shift rotas, overtime work, moving office during refurbishment, worked for different departments when extra hands were required
• Was trained and worked briefly on the PPI department due to the requirement of additional staff
• Keeping up to date with internal business changes, such as policies adjusted during Christmas and the recent pandemic, to ensure customers are advised accurately
• Working as a Social Media agent, responding to customer queries and any feedback provided via Twitter, Facebook, Trustpilot and Bazaarvoice
• Taking on board all feedback provided by management, to consciously improve in my performance, so that the customer journey is a happy one.

Work involved:

• Outbound calling: arranging appointments with potential customers
• Communicating with customers on the dialler and over the phone
• Informing customers of our services and answering any questions about company offers
• Logging in to company database and updating customer records
• Rearranging missed or cancelled appointments
• Filling in customer detail forms and informing Manager of customer requests and requirements.

Responsibilities included:

• Developing and implementing daily lesson plans, managing tests and analysing student performance, as well as preparing and conducting parent day meetings
• Form tutor: addressing teacher concerns regarding student behaviour, homework and classroom equipment
• Booking appointments with parents to discuss student progress in person or over the phone
• Attending meetings, creating PowerPoint presentations, grading class work and writing student reports
• Taking class registers, uniform checks and being responsible for student welfare
• Supervising group and individual reading sessions and taking initiative to address issues arising in the classroom
• Creating and leading math day activities, supervising lessons in the absence of teachers and carrying out lunch time duties.

Work involved:

• Providing pupils with ICT support, helping with reading and recording progress
• Working with student groups and individual students with SEN (special educational needs)
• Taking class registers and being in charge of students' welfare
• Observing classroom activities when supporting tutors
• Taking initiative to address issues arising in the classroom.