Summary
Overview
Work history
Education
Skills
Timeline
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Raisa Rafique

Summary

Proactive professional with substantial call centre and administration experience. Built customer rapport through friendly, attentive interactions. Handled queries knowledgeably and promptly to meet performance targets. Aiding positive professional relationships for recurring business and guaranteed customer satisfaction. Valuable team player with commitment to pitching in and helping with any task. Looking for a different direction to my career.

Overview

6
6
years of professional experience

Work history

Customer service executive

XPS Administration
Middlesbrough
09.2023 - Current
  • Handled phone, email and social media enquiries with consistent customer service across multiple channels.
  • Adhered strictly to policies and procedures for continued company compliance.
  • Assisted customers with product complaints, logging issues for investigation and providing replacement items.
  • Recorded and processed customer data accurately.
  • Managed high-volume customer queries simultaneously through effective multitasking.
  • Listened actively to offer accurate information and best solution to their needs.
  • Handled in-person, email and mailed correspondence.
  • Wrote reports outlining project progress and results.
  • Successfully delivered on tasks within tight deadlines.

Booking Coordinator

Esurv
Middlesbrough
05.2022 - 08.2023
  • Dealt with high-volume calls and emails competently to meet service targets.
  • Conducted calls professionally and politely to maintain excellent service standards.
  • Oversaw and verified adherence to government regulations by maintaining sensitive data and complying with international laws.
  • Delivered consistently excellent customer service to guarantee positive company experiences.
  • Exceeded targets with strong rapport building knowledge.
  • Managed 100 calls per day',.
  • Maintained bookings in management systems with accurate, up-to-date information.

Customer Service Adviser

Teleperformance UK
Student loans Company
02.2022 - 03.2022
  • Accurately identified and addressed potential customer needs, applying appropriate upselling techniques to maximise sales.
  • Continuously improved product knowledge through Knowledge Base and Salesforce to ensure highest levels of service quality.
  • Maintained records and up to date logs in Salesforce to increase service delivery efficiencies.
  • Built strong rapport with customers using exceptional communication and relationship-building skills, increasing client retention.
  • Efficiently processed customer correspondence, reducing communication delays for improved client satisfaction ratings.
  • De-escalated objections and disputes, handling professionally and efficiently to maintain customer satisfaction.
  • Handled requests with friendly, knowledgeable service and support, continually achieving positive customer feedback.

Customer Service Advisor

Sitel
Middlesbrough, North Yorkshire
01.2022 - 02.2022
  • Built strong rapport with customers using exceptional communication and relationship-building skills, increasing client retention.
  • Effectively used call handling technology to respond to increased customers within target timeframes.
  • Recorded and processed customer data accurately, employing attention to detail to ensure error-free information.
  • Handled requests with friendly, knowledgeable service and support, continually achieving positive customer feedback.
  • Maintained relevant qualifications for optimised training and development.
  • De-escalated aggressive and highly emotional calls with firm and diplomatic tone.
  • Provided compassionate advice and support to callers, communicating clearly and calmly throughout.
  • Used systems such as Kronos, CTAS and Synergy to liaise information
  • Logged call details and customer information in secure systems, improving data collection measures.
  • Continually updated customer databases, ensuring compliance with GDPR regulations.

Front of House Team Member

Papas Pizza
Middlesbrough, North Yorkshire
02.2018 - 11.2021
  • Processed payments using POS system and kept till in balance even in peak periods.
  • Employed clear telephone manner to handle orders daily.
  • Illustrated exceptional customer service with every customer interaction even in busy periods.
  • Greeted customers pleasantly and professionally, promoting positive customer experiences from arrival to departure.
  • Employed clear telephone manner to handle around 160 orders daily.
  • Processed cash and card payments promptly, minimising customer waiting times.
  • Accurately received and processed orders, accurately noting dietary requirements to maintain customer satisfaction.
  • Operated POS systems effectively, accurately processing numerous customer bill payments.

Education

Lvl 1&2 Digital safety awareness -

Sitel
Middlesbrough, North Yorkshire

NVQ Level 1 - Level 1 Certificate in Digital Contact Centre Operations

B2W
Middlesbrough
2021

NVQ Level 1 - Level 1 Award in Personal Resilience and Perseverance and Understanding Mental Health

B2W
Middlesbrough
2021

GCSE -

Hall Garth
Middlesbrough
2019

Skills

  • Active listening
  • Telephone customer service
  • Knowledge of Microsoft and salesforce, talk desk, alfresco software
  • Time management
  • Point Of Sale system operation
  • Inventory control
  • Kitchen staff coordination
  • Customer Care
  • Stock Management
  • Call centre experience
  • Incoming call management

Timeline

Customer service executive

XPS Administration
09.2023 - Current

Booking Coordinator

Esurv
05.2022 - 08.2023

Customer Service Adviser

Teleperformance UK
02.2022 - 03.2022

Customer Service Advisor

Sitel
01.2022 - 02.2022

Front of House Team Member

Papas Pizza
02.2018 - 11.2021

Lvl 1&2 Digital safety awareness -

Sitel

NVQ Level 1 - Level 1 Certificate in Digital Contact Centre Operations

B2W

NVQ Level 1 - Level 1 Award in Personal Resilience and Perseverance and Understanding Mental Health

B2W

GCSE -

Hall Garth

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