Massarath Begum
Dubai
Summary
Customer Service Representative with background in providing exceptional support and resolving customer inquiries. Skilled in communication, problem-solving, and maintaining positive relationships with customers. Demonstrated ability to improve customer satisfaction and loyalty through attentive service and effective issue resolution. Committed to enhancing team performance by sharing knowledge and best practices.
Overview
12
12
years of professional experience
Work History
Customer Service Agent
Amazon India Pvt. Ltd
Hyderabad
07.2024 - Current
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Reviewed files, records and other obtained documents to respond to customer requests.
- Recommended improvements in products, service and billing methods to management to prevent future problems.
- Utilized active listening and communication skills to address customer inquiries and escalate issues to supervisor.
- Processed refunds, returns, exchanges, and order cancellations according to policy.
- Developed strategies for handling difficult customers effectively while maintaining professionalism.
- Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
- Attended training sessions regularly to stay current on new products or services.
Customer Service Agent
The Emirates Group
Dubai
01.2017 - 01.2020
- Involved in checking baggage and tracking carry-on baggage for size and quantity, gathered baggage fees at gate and assigned seats
- Recruited and imparted training to workforce in job duties, safety procedures and company policies
- Assured seamless operation of computer systems, equipment and machinery, and scheduled for maintenance and repair work
Teacher
Stamford Grammar High School
Hyderabad
01.2013 - 01.2017
- Company Overview: Hyderabad, India
- Designed and implemented assessments to measure student progress in English language learning
- Prepared and implemented lesson plans covering required course topics
- Collaborated with other teachers to support struggling students and provide thorough help to rectify comprehension issues
- Utilised multimedia strategies and technology to convey information in creative ways
- Supported student skill development in alignment with personal and academic goals
- Supported students in development of skills and strategies to become independent and successful learners
- Hyderabad, India
Education
PG Diploma - Pre Primary and Primary Teacher Training
01.2023
Stamford Grammar High School -
Stamford Grammar High School
Hyderabad, India01.2017
Bachelor of Arts -
01.2013
Skills
- Altea Amadeus
- Communication
- Classroom Management
- Lesson Planning
- Educational Assessment
- Multi Tasking
- Dmacs gui
- Creativity
- Decision-making
- Adaptability and flexibility
- Task prioritization
Languages
- English, IELTS Band - 8
- Hindi, Communication
- Urdu, Communication
Timeline
Customer Service Agent
Amazon India Pvt. Ltd
07.2024 - Current
Customer Service Agent
The Emirates Group
01.2017 - 01.2020
Teacher
Stamford Grammar High School
01.2013 - 01.2017
PG Diploma - Pre Primary and Primary Teacher Training
Stamford Grammar High School -
Stamford Grammar High School
Bachelor of Arts -
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