Fatima Shahroz
Philadelphia,PA
Summary
Customer service professional with reputation for achieving high customer satisfaction and team performance. Proven track record of effectively managing customer interactions and resolving issues promptly. Known for fostering collaborative team environments and adapting to dynamic workplace needs. Skilled in conflict resolution and communication, ensuring consistent results and reliability.
Diligent Customer representative with proven background in leading customer service teams to achieve high satisfaction rates. Demonstrated ability to resolve complex issues efficiently while maintaining positive team environment. Successfully utilized conflict resolution and communication skills to enhance team performance and customer experiences.
Well-qualified Sales Head familiar with skills and abilities needed to succeed. Possessing strengths in task prioritization and customer service. Ready to leverage training and experience to take on new professional challenges.
Overview
7
7
years of professional experience
Work History
Customer Service Representative Team Lead
ADK Care
09.2022 - 08.2024
- Provided ongoing support to 40 team members through mentoring, coaching, and skill development sessions.
- Boosted morale within the team by organizing engaging team-building activities and encouraging open communication among peers.
- Managed escalated 50- 100 customer issues, ensuring swift resolution and maintaining positive relationships with clients on daily basis
- Conducted regular performance evaluations, setting clear expectations and providing constructive feedback to support professional growth.
- Assisted in recruiting new hires for the customer service department, conducting interviews and making hiring recommendations.
- Improved overall call center performance with effective coaching and feedback to team members.
Sales and Marketing Manager
Dura Tiles
09.2020 - 08.2022
- Conducted market research to identify new business opportunities and stay ahead of industry trends.
- Analyzed sales and marketing data for improved strategies.
- Improved brand visibility with well-executed promotional campaigns and engaging social media content.
- Enhanced team collaboration through regular communication channels, fostering a positive work environment where ideas could flourish.
- Responsible for the achievement and exploitation of synergies.
- Negotiated contracts skillfully, achieving favorable terms that contributed to bottom-line results.
- Performed competitive analyses and adjusted sales and marketing strategies accordingly.
Student Recruitment Manager
UC Abroad
01.2018 - 07.2020
- Organized successful recruiting events such as job fairs and campus visits, raising awareness of company culture and career opportunities.
- Analyzed recruitment metrics regularly to identify areas of opportunity for improvement, implementing necessary adjustments to enhance overall performance.
- Conducted thorough interviews and assessments to identify top talent, ultimately increasing employee retention rates within the company.
- Negotiated competitive salary packages and benefits for new hires, contributing to an improved employer brand image and increased employee satisfaction.
- Created a positive candidate experience by maintaining transparent communication and providing timely feedback throughout the recruitment process.
- Optimized onboarding processes by tailoring orientation programs specific to new hire roles, enhancing overall initial experiences with the company.
- Maintained up-to-date knowledge of industry trends and employment legislation changes, ensuring compliance throughout the hiring process.
- Implemented diversity initiatives within the recruitment process, resulting in a more inclusive workforce that fosters innovation and collaboration.
Education
Bachelor of Science - Political Science
Lahore School Of Economics
01-2018
Skills
- Team management
- CRM software
- Call center experience
- Complaint handling
- Production goal setting
- Skill development
- Performance evaluations
- Inbound and outbound calls
- Data entry
- Continuous improvement
- Customer service analysis
- Relationship building
- Process improvement
- Attention to detail
- Multitasking and organization
- Problem-solving abilities
- Multitasking
- Reliability
- Excellent communication
- Organizational skills
- Team collaboration
- Team leadership
- Active listening
- Effective communication
- Decision-making
- Customer service management
- Phone and email etiquette
- Microsoft office
- Documentation and recordkeeping
- Task prioritization
- Office management
- Self motivation
- Administration and operations
- Interpersonal skills
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Resolved product issue through consumer testing.
- Debate competition awards
- Swimming competition awards
- Helping NGO's and under priviliged children.
- Supervised team of 30 staff members.
- Collaborated with team of 20 in the development of various projects for our company, along with reaching goals..
Languages
English
Full Professional
Urdu
Native or Bilingual
Interests
- Playing Sports
- Swimming
- Fashion and Style
- I enjoy cooking for friends and family gatherings
- Volunteering
- Watching Movies and TV Shows
- Music
- Backpacking and Hiking
- I enjoy helping others and giving back to the community
Timeline
Customer Service Representative Team Lead
ADK Care
09.2022 - 08.2024
Sales and Marketing Manager
Dura Tiles
09.2020 - 08.2022
Student Recruitment Manager
UC Abroad
01.2018 - 07.2020
Bachelor of Science - Political Science
Lahore School Of Economics
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