CSR Resume

(+1289)-893-2051
Juveria Baig [email protected]

Customer Service Representative/ Technical
Support, and Dispatcher
Objective: Dedicated and experienced Customer Service Representative with five years of proven
success in delivering exceptional customer support. Skilled in building reports, resolving issues, and
providing timely solutions to enhance overall customer satisfaction. Seeking to leverage my expertise in
a dynamic team environment.
Professional Experience:
Customer Service Representative / Dispatcher – HSBC | Logixx Security | Toronto, ON | February
2024-March 2024 (Contract)
 Dispatching Services: Efficiently dispatching service technicians, delivery personnel, or other
resources to various locations based on customer needs or service requests.
 Customer Interaction: Interacting with customers via phone, email, or in-person to understand
their service requirements, provide assistance, answer inquiries, and address concerns in a
courteous and professional manner.
 Scheduling and Coordination: Scheduling appointments, service calls, deliveries, or pickups
while considering factors such as technician availability, customer preferences, and urgency of
the request.
 Problem Resolution: Troubleshooting issues that arise during dispatch or service delivery,
including delays, cancellations, or customer dissatisfaction, and finding effective solutions to
ensure customer satisfaction.
 Documentation and Record-Keeping: Maintaining accurate records of customer interactions,
service requests, dispatch activities, and any relevant information using computerized systems or
databases.
 Route Optimization: Planning and optimizing delivery or service routes to minimize travel
time, fuel costs, and vehicle wear while maximizing efficiency and meeting customer
expectations.
 Cross-Functional Collaboration: Collaborating with other departments such as sales,
operations, or billing to ensure seamless coordination of activities, resolve issues, and improve
overall customer experience.
 Training and Development: Participating in training programs to enhance skills in customer
service, communication, problem-solving, and use of dispatching software or tools to improve
job performance.
 Adherence to Policies and Procedures: Following company policies, procedures, and
guidelines related to dispatching, customer service, safety, and confidentiality to maintain
compliance and uphold organizational standards.
 Continuous Improvement: Proactively identifying opportunities for process improvement,
efficiency enhancements, or customer service enhancements, and suggesting recommendations
to management for implementation.
 Emergency Response: Handling emergency situations calmly and efficiently, coordinating
urgent service requests, and deploying resources promptly to address critical issues or
emergencies as they arise.
Customer Service Representative / Tech Support | Affinity Global | Markham, ON | January 2023
– December 2023
 Interact with customers via phone, email, and chat to address inquiries, provide information, and
resolve issues.
 Diagnose and resolve technical issues reported by customers or end-users.
 Provide assistance to customers in using software, hardware, or other technical products.
 Clearly communicate technical solutions and instructions to customers, often in non-technical
language.
 Stay up-to-date with product features, updates, and technical specifications.
 Resolved customer complaints with professionalism and empathy, utilizing active listening skills
to identify root causes and provide appropriate solutions.
 Assist customers with placing orders, processing returns, and managing billing inquiries.
 Collect and provide feedback to product development teams based on customer experiences and
reported issues.
Customer Service Representative | Kognitive Marketing | Ajax, ON | November 2021 – December

2022
 Serve as the first point of contact for customers via phone, email, and chat, addressing inquiries,
concerns, and product-related questions.
 Maintain a high level of customer satisfaction by consistently exceeding performance targets,
achieving a 95% customer satisfaction rating.
 Demonstrate strong product knowledge, effectively educating customers about product features,
benefits, and usage guidelines.
 Collaborate cross-functionally with sales, technical support, and logistics teams to ensure
seamless order processing and issue resolution.
 Efficiently handle and resolve customer complaints, de-escalating tense situations and turning
negative experiences into positive ones.
 Accurately document and track customer interactions and inquiries using CRM software.
Customer Support Associate | Optima Communication | Oshawa, ON | August 2019 - October

2021
 Assisted customers in navigating the company's online platform, troubleshooting technical
issues, and guiding them through account setups.
 Managed a high volume of incoming customer calls and emails, addressing concerns ranging
from billing inquiries to service disruptions.
 Collaborated with the product development team to relay customer feedback and suggest
improvements based on user experiences.
 Conducted follow-up calls to ensure customer satisfaction after issue resolution, fostering strong
relationships and loyalty.
Skills:
 Excellent verbal and written communication skills.
 Proficient in CRM software and ticketing systems.
 Strong problem-solving and conflict resolution abilities.
 Empathetic and patient customer interaction approach.
 Multitasking and time management skills in a fast-paced environment.
Education:
 Graduated in Supply Chain Operations – Durham College
 Post Graduate Program in Data Science and Business Analytics – University of Texas
 Google Advanced Data Analytics Professional Certificate – Google Academy
Job type: Permanent or Contract

Availability: ASAP
Willing to relocate: Yes
Willing to travel: Yes
Work remotely: Yes
References: Available upon request.

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(+1289)-893-2051

Juveria Baig [email protected]

Customer Service Representative | Kognitive Marketing | Ajax, ON | November 2021 – December

Customer Support Associate | Optima Communication | Oshawa, ON | August 2019 - October

Job type: Permanent or Contract

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