SHAMIRA AKHTAR
Kolkata
Summary
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Capable professional experienced in helping users correct problems with computer systems, mobile devices, and peripheral equipment. Knowledgeable about usability and security concerns. Comfortable working alone to successfully investigate and troubleshoot problems.
Overview
4
4
years of professional experience
2
2
years of post-secondary education
Work History
Technical Support Representative
British telecommunications
Kolkata
02.2021 - 06.2023
- Developed and actualized customer service initiatives to decrease wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Resolved customer inquiries using communication tools and troubleshooting techniques.
- Documented technical issues in ticketing system for accurate tracking and resolution.
- Collaborated with team members to improve support processes and enhance service delivery.
- Escalated complex issues to senior technicians for further investigation and resolution.
- Troubleshot customer inquiries related to software and hardware issues.
- Delivered remote assistance for technical issues using screen sharing, mouse and keyboard control and other tools.
Reservations Agent
Xplore tech services Pvt Ltd (Fusion BPO)
Kolkata
07.2019 - 02.2021
- Arranged for group hotel bookings in USA and UK for OYO company.
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
- Handled reservations and answered questions from interested patrons and used to reserve rooms for future booking.
- Provided customers with information about availability and pricing and offered them discounts on special occasion.
- Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services and facilities.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Resolved various issues and discrepancies for customers.
- Worked closely with front desk to achieve full occupancy of property.
Education
Bachelor in Education ( B.ED) - Education
Al Ameen University
Burdwan, India 02.2020 - 07.2022
Bachelor of Commerce - Hons in Accounting and Finance
The Bhawanipur Education Society College
07.2017 - 01/2020
Skills
- Project Management
- Public Relations
- Teamwork
- Time Management
- Leadership
- Effective Communication
- Critical Thinking
- Inbound and Outbound Calling
- Sales
- Guest Services
- Cash Handling
- Invoicing
Additional Information
Word and Excel Knowledge, Computer course (Basic to Advance), Makeup and Hairstyling course
Languages
- English, Fluent
- Hindi, Fluent
Personal Information
- Date of Birth: 03/21/98
- Gender: Female
- Nationality: Indian
- Religion: Islam
Languages
English
Advanced
C1
Hindi
Advanced
C1
Timeline
Technical Support Representative
British telecommunications
02.2021 - 06.2023
Bachelor in Education ( B.ED) - Education
Al Ameen University
02.2020 - 07.2022
Reservations Agent
Xplore tech services Pvt Ltd (Fusion BPO)
07.2019 - 02.2021
Bachelor of Commerce - Hons in Accounting and Finance
The Bhawanipur Education Society College
07.2017 - 01/2020