Ruqiya Jama
Birmingham
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organisational goals.
Overview
13
13
years of professional experience
Work History
Customer Service Representative
Lefroy Brooks
04.2024 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
Senior Customer Service Specialist
Unipart
06.2021 - 02.2024
- Stepped up to assist customer service manager with complaints and issues during times of department short staffing.
- Proactively addressed customer concerns in order to prevent escalations and complaints.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Checked status of orders and back-ordered products to coordinate efficient shipments.
- Handled customer inquiries and complaints with professionalism to restore satisfaction.
- Met customer call guidelines for service levels, handle time and productivity.
- Managed timely and effective replacement of damaged or missing products.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Exhibited high energy and professionalism when dealing with clients and staff.
Customer Service Representative
E energy
01.2020 - 05.2021
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services, and company information.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
Customer Service Executive
Utility Warehouse
11.2018 - 12.2019
- Resolved customer billing errors by researching issues in system, asking open-ended questions, and determining root causes of problems.
- Provided company information and policies to customers upon inquiry and answered questions via phone, email, or online chat.
- Employed comprehensive benchmarks to establish and monitor customer service standards.
- Escalated critical customer issues to supervisor immediately to avoid lost revenue and cancelled policies.
- Persuaded customers to sign up for customer loyalty program to generate additional company revenue.
- Corresponded with delinquent customers to collect payments and make billing arrangements.
Customer Service Agent
Sigma
03.2013 - 01.2018
- Updated account information to maintain customer records.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Processed payments and applied to customer balances.
- Persistently reached out to customers with extremely past due accounts to recover lost revenue.
- Applied effective time management techniques to meet tight deadlines.
- Excellent communication skills, both verbal and written.
- Worked well in a team setting, providing support and guidance.
Education
Btec - Business
Sir George Monoux College
London07.2010
High School Diploma -
Connaught School For Girls
London, ENG07.2007
Skills
- Customer service specialist
- Telephone etiquette
- Customer Relations
- Order management
- Status updates
- Interpersonal communications
- Service standard compliance
Languages
English
Personal Information
Title: Customer service specialist
Timeline
Customer Service Representative
Lefroy Brooks
04.2024 - Current
Senior Customer Service Specialist
Unipart
06.2021 - 02.2024
Customer Service Representative
E energy
01.2020 - 05.2021
Customer Service Executive
Utility Warehouse
11.2018 - 12.2019
Customer Service Agent
Sigma
03.2013 - 01.2018
Btec - Business
Sir George Monoux College
High School Diploma -
Connaught School For Girls