Rabia Malik
Call Center Agent
Ajman
Summary
Focused on improving call center times and quality of service with a data-driven and hands-on approach. Attentive to customer behaviors and preferences and knowledgeable about teaching representatives to maintain good control and enhance customer satisfaction. Good recordkeeping and report-writing abilities.
Overview
12
12
years of professional experience
13
13
years of post-secondary education
Work History
Call Center Agent
Synergy Marketing
1 2019 - Current
- Managed a high volume of inbound and outbound calls, providing exceptional customer service and support.
- Addressed customer inquiries, resolved issues, and processed orders with accuracy and efficiency.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Boosted client retention rates by providing exceptional customer service and building rapport with callers.
- Maintained and updated customer information and records in the database.
- Collaborated with team members to achieve service goals and improve customer satisfaction.
- Identified opportunities for upselling and cross-selling products and services.
- Maintained accurate records of customer interactions, documenting details for future reference and quality assurance purposes.
Customer Service Executive
DealsOn General Trading
12.2017 - 05.2018
- Maintained customer accounts by recording account information.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Resolved product or service problems by clarifying the customer's complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment, and following up to ensure resolution.
- Recommend potential products or services to management by collecting customer information and analyzing customer needs.
- Contributed to team effort by accomplishing related results as needed.
- Managed large amounts of incoming calls.
- Identified and assessed customers’ needs to achieve satisfaction.
- Resolved customer complaints via phone, email, mail or social media.
- Assisted with placement of orders, refunds, or exchanges.
- Advised on company information.
- Inform customers of deals and promotions.
- Worked with the customer service manager to ensure proper customer service is being delivered.
Event Promoter
Gitex
04.2012 - 04.2015
- Engaged social media influencers to collaborate on partnerships.
- Utilized local demographics, trends and forums to create buzz and optimize growth.
- Established online presence on social media platforms and other mediums to elicit customer engagement.
- Used knowledge of area, local events, trends and other market research to capture attention and generate event attendance.
- Boosted ticket sales through targeted social media campaigns and email marketing efforts.
- Greeted event participants and provided engaging experience.
- Analyzed post-event feedback to identify areas for improvement in future promotions and overall event execution.
- Generated valuable leads for clients by engaging potential customers at trade shows, exhibitions, and other promotional events.
Education
BBA - Business Administration
UBIS Dubai
Dubai 04.2001 - 04.2014
Skills
Customer Service Excellence
Call Center Operations
Data Entry & Record Keeping
Administrative Support
Upselling & Cross-Selling
Team Collaboration
Problem Solving
Communication Skills
Problem-solving skills
Customer communications
Customer Education
Timeline
Customer Service Executive
DealsOn General Trading
12.2017 - 05.2018
Event Promoter
Gitex
04.2012 - 04.2015
BBA - Business Administration
UBIS Dubai
04.2001 - 04.2014
Call Center Agent
Synergy Marketing
1 2019 - Current
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