Isha Fardous
Dudley,West Midlands
Summary
Dedicated professional with expertise in customer relationship management and service quality improvement. Proven track record in complaint resolution and customer account management, leveraging CRM software to optimise processes and enhance customer satisfaction. Skilled in data entry, order processing, and customer feedback analysis, with a strong focus on team collaboration and effective communication. Committed to building lasting relationships through active listening, problem solving, and conflict management. Aspires to further develop skills in process optimisation to drive organisational success.
Overview
6
6
years of professional experience
3
3
years of post-secondary education
Work History
Myra beauty spot
Nosheen aziz
Halesowen , West Midlands
06.2020 - I currently work here
- Collaborated with team members to achieve target results.
- Managed complaints with calm, clear communication and problem-solving.
- Maintained clean, safe working environments to eliminate accident risks.
- Achieved service time and quality targets.
- Engaged with customers to better understand needs and deliver excellent service.
- Identified issues, analysed information and provided solutions to problems.
- Built and maintained courteous and effective working relationships.
- Resolved customer queries and problems using effective communication and providing step-by-step solutions.
- Handled customer concerns and escalated major issues to supervisor.
- Picked up additional tasks to aid team success.
- Assumed new duties to support team achievements
- Actively listened to customers to fully understand requests and address concerns.
- Demonstrated consistent hard work and dedication to achieve results and improve operations.
Customer Service Representative
British gas
Sandwell, West Midlands
03.2024 - 01.2026
- Addressed customer service enquires quickly and accurately.
- Assisted customers with product-related questions, feedback and complaints.
- Maximised customer satisfaction by resolving service issues promptly.
- Managed inbound customer service calls, efficiently resolving queries and complaints to uphold satisfaction levels.
- Built rapport with customers through courteous and professional communications.
- Oversaw customer account inquiries, accurately providing information to resolve service complaints and guarantee customer satisfaction.
- Maintained accurate records of customer interactions, detailing inquiries, comments, and resolutions for future reference.
- Guaranteed first-class customer service, enthusiastically anticipating and catering to customer needs and requirements.
- Assisted in fulfilment of customer orders placed in person, via email, online and by telephone.
- Monitored customer satisfaction metrics, identifying trends and developing strategies to address areas of concern.
- Processed and issued product orders and service upgrades for customers.
- Developed customer service guidelines and procedures, standardising response times and quality of service across the team.
Education
Business admin level 3 - Business studies
Dudley college
Dudley, West Midlands 09.2022 - 07.2024
NVQ Level 2 - Business admin
Dudley College
Dudley, West Midlands 09.2022 - 07.2023
NVQ Level 1 - Business admin
Dudley college
Dudley, West Midlands 09.2021 - 01.2022
Skills
- Customer relationship management
- Service quality improvement
- Complaint resolution
- Customer account management
- Process optimization
- Data entry
- CRM software
- Order processing
- Customer feedback analysis
- Team collaboration
- Effective communication
- Active listening
- Problem solving
- Conflict management
- Relationship building
Languages
English, Urdu
First language
Arabic
Beginner
A1
Punjabi
Beginner
A1
Timeline
Customer Service Representative
British gas
03.2024 - 01.2026
Business admin level 3 - Business studies
Dudley college
09.2022 - 07.2024
NVQ Level 2 - Business admin
Dudley College
09.2022 - 07.2023
NVQ Level 1 - Business admin
Dudley college
09.2021 - 01.2022
Myra beauty spot
Nosheen aziz
06.2020 - I currently work here