Summary
Overview
Work History
Education
Skills
Languages
HOBBIES
Timeline
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KANEEZ E ZAINAB

HYDERABAD

Summary

Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty. Precise Office Administrator with 18 years of experience. Expert in MS EXCEL and NABL protocols with training in customer services distinguished history of decreasing office spending while increasing functionality.

Overview

18
18
years of professional experience

Work History

Customer Service Executive

Tropical Ecology P Ltd
HYDERABAD
08.2016 - Current
  • Recommended analytical services to customers, thoroughly explaining details.
  • Describe facilities and service details to customers to provide information on benefits and advantages.
  • Collecting chemical samples from customer in person or from post all over India and analyses customer requirement and send samples to appropriate department for analysis.
  • Provided company information and policies to customers upon inquiry and answered questions via phone, email or online chat.
  • Recorded received items details of customer and items quantity and temp as per NABL Standards and maintain account information of customers.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Collecting analytical data from department and prepare report by providing ULR Nos for each report and get certified and sign with technical manager and manager representative.
  • Deliver results to customer as per NABL Norms like PDF Copies through email or Courier per customer requirement.
  • Provide primary customer support to internal department and external customers.
  • Assessed customer service trends and evaluated complaints to determine areas in need of enhancement.
  • Maintaining internal and external audits records as per NABL Accreditation.
  • Explained online self-help options to customers to promote additional and after-hours support choices.
  • Processed customer adjustments to maintain financial accounts.
  • Preparing GST bills of customers and validate in GST portals.
  • Maintaining data base of customers so that we can answer query promptly.

Customer Service Assistant

Murali Manpower
HYDERABAD
10.2015 - 06.2016
  • Collected customer feedback and made process changes to exceed customer satisfaction goals.
  • Offered basic technical support for clients on wide range of company services as per NABL Accreditation Standard for Testing and Calibration Laboratories.
  • Gathered and verified data from customers to guide requirement of customer and forward same to our analytical departments.
  • Refunded money and adjusted bills to resolve customer service or billing complaints.
  • Answered customer questions about facility availability and shipment times.
  • Organized and scheduled customer orders to appropriate departments.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Resolved related issues over phone with customers daily.
  • Contacted clients to verify account information and maintain accuracy, resulting in 100% increase in client satisfaction.
  • Validate report as per NABL scope of Accreditation and do paperwork as per results received from separate departments.
  • Entered orders into computer database system.
  • Maintained up-to-date knowledge of product and service changes.
  • Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
  • Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
  • Managed timely and effective replacement of damaged or missing products.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.
  • Managed incoming calls each day with utmost professionalism and knowledgeable service.

TECHNICAL ASSISTANT

HARMONY CONSULTANCY
HYDERABAD
08.2009 - 09.2015
  • Gathered, organized information and distribute chemical sample from Pharma companies from all over India to department as requirement of customer.
  • Maintained knowledge support base regarding equipment services and repair needs.
  • Liaised with customers, communicating and resolving problems and concerns.
  • Maintaining documents as per ISO Standards.
  • Preparing reports after analysis and forwarding to customer.
  • Maintaining accounts and statements of customers
  • Researched common technology performance issues to assist with analytical services
  • Fielded user queries and service requests to promptly address issues.

Customer Service Executive

S R ENTERPRISES
HYDERABAD
01.2006 - 07.2009
  • Employed comprehensive benchmarks to establish and monitor customer service as per ISO standards.
  • Described product and service details to customers to provide information on benefits and advantages.
  • Preparing reports after analysis as per ISO Certification rules.
  • Handover report to customer or dispatched same as per customer request.
  • Processed customer adjustments to maintain financial accounts.
  • Maintain files as per ISO rules.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Provided primary customer support to internal and external customers.
  • Assessed customer service trends and evaluated complaints to determine areas in need of enhancement.
  • Provided company analytical services to customers upon inquiry and answered questions via phone, email or online chat.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Updated account information to maintain customer records.

Customer Care Representative

KIRAN NURSERY
HYDERABAD
07.2004 - 12.2005
  • Leveraged sales expertise to promote analytical services and capitalize on upsell opportunities.
  • Resolved concerns with facilities or services to help with retention and drive services.
  • Created customer profiles by answering questions and providing tailored experiences based on requirement of customer.
  • Assisted call-in customers with questions and inquiry.
  • Analyzed customer feedback for process improvements to achieve long-term business objectives.
  • Managed supplier deliveries around client needs to increase client retention.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Logged call information and solutions provided into internal database.
  • Communicated with clients regarding account services, statements, and balances.
  • Responded to customer needs through competent customer service and prompt problem-solving.
  • Trained new employees on best practices and customer care procedures to eliminate inefficiencies.
  • Maintained and managed customer files and databases.
  • Coordinated timely responses to online customer communication and researched complex issues.
  • Reached out to customers after completed sales to suggest additional service or product purchases.
  • Contacted clients to verify account information and maintain accuracy, resulting in 100% increase in client satisfaction.
  • Recommended products to customers, thoroughly explaining details.
  • Validate data and prepare report handover to customer to boost analytical service efficiency.

Internship Student

INDIAN INSTITUTE OF CHEMICAL TECHNOLOGY
HYDERABAD
01.2004 - 06.2004
  • Resolved concerns with products or services to help with retention about analysis.
  • Provided excellent customer care by responding to requests, assisting with test selection and handling ordering functions.
  • Managed supplier deliveries around client needs to increase client retention.
  • Leveraged sales expertise to promote services and capitalize on upsell opportunities.
  • Communicated with clients regarding account services, statements, and balances.
  • Built long-term, loyal customer relations by providing top-notch service and detailed order, account and service information.
  • Logged call information and solutions provided into internal database.
  • Coordinated timely responses to online customer communication and researched complex issues.
  • Assisted call-in customers with questions and orders.
  • Maintained and managed customer files and databases.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Responded to customer needs through competent customer service and prompt problem-solving.
  • Delivered excellent customer service, resulting in consistent 100% customer satisfaction rating.
  • Maintained up-to-date knowledge of product and service changes.
  • Calculated correct order totals, updated accounts and maintained detailed records for inventory management.
  • Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction 100%.
  • Responded proactively and positively to rapid change.

Education

DIPLOMA IN MECHANICAL ENGG - MECHANICAL ENGINEERING

QULI QUTUB SHAH POLYTECHNIC COLLEGE
HYDERABAD
10.2004

Advance Diploma In Information Technology - COMPUTERS

Small Industries Service Institute - CMTES
HYDERABAD
01.2003

Skills

  • Interpretation and Translation Services
  • Data Entry and Maintenance
  • Inbound Customer Calls
  • Issue and Complaint Resolution
  • Report Preparation and Analysis
  • Upbeat and Positive Personality
  • Customer Retention Strategies
  • Price Verifications
  • Team Management
  • Online Chat
  • Building Customer Trust and Loyalty
  • Corporate Standards
  • Customer Data Confidentiality
  • Needs Assessment
  • Office Management
  • Efficient and Detail-Oriented
  • Order and Refund Processing
  • POS Systems and Ordering Platforms
  • Providing Feedback
  • Report Creation
  • Cash Register Operations
  • Staff Support
  • Sales Quota Achievement
  • Document and Records Management
  • Punch Lists
  • Skilled in Microsoft Office
  • Excellent Attention to Detail
  • Recommending Solutions
  • Friendly and Relatable
  • Revenue Generation
  • Contact Management Systems
  • Operational Efficiency
  • Special Assignments

Languages

Urdu
English
Telugu

HOBBIES

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Timeline

Customer Service Executive

Tropical Ecology P Ltd
08.2016 - Current

Customer Service Assistant

Murali Manpower
10.2015 - 06.2016

TECHNICAL ASSISTANT

HARMONY CONSULTANCY
08.2009 - 09.2015

Customer Service Executive

S R ENTERPRISES
01.2006 - 07.2009

Customer Care Representative

KIRAN NURSERY
07.2004 - 12.2005

Internship Student

INDIAN INSTITUTE OF CHEMICAL TECHNOLOGY
01.2004 - 06.2004

DIPLOMA IN MECHANICAL ENGG - MECHANICAL ENGINEERING

QULI QUTUB SHAH POLYTECHNIC COLLEGE

Advance Diploma In Information Technology - COMPUTERS

Small Industries Service Institute - CMTES

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KANEEZ E ZAINAB