Zunaira Sohail

Zunaira Sohail VIRTUAL ASSISTANT PROFESSIONAL A highly talented, detail oriented Virtual Assistant and customer service advocate with experience providing exceptional support and ensuring projects are completed on time and with extreme confidentiality. Strive in fast-paced, virtual environments following established procedures and practices to exceed all customer expectations. Experienced in creating an effective, organized environment in which I can excel at focusing time on providing top level client support, resolving issues and developing relationships to ensure loyalty and growth. Unique skills set offering exceptional organizational/administrative skills combined with ensuring 100% customer satisfaction. CORE COMPETENCIES ● Customer Service ● Multiple Project Management ● Call Center ● Office Management ● Business Development ● Relationship Building ● Community Relations ● Customer Loyalty ● Document Preparation PROFESSIONAL EXPERIENCE Virtual Assistant SMW| USA|- Responsibilities ● Deliver high-quality customer service via email support platform ● ● ● ● ● ● ensuring top level service to continue corporate growth. Update company’s data base with new customer information and manage data retrieval of current customers, accurately and in a timely fashion. Utilize problem solving skills to resolve customer issues and enhancing service levels. Express compassion and empathy while developing strategic solutions for solving problems and addressing unsatisfactory customer experiences. Develop procedures to increase the efficiency of numerous areas including filing and organizing records to increase our ability to efficiently retain/recover documents, reports and records. Maintain a detailed delivery calendar to coordinate schedules and appointments. Consistently praised for the quality and timeliness of reports, attention to detail, exemplary customer service delivery and team-player attitude. Customer Service Representative Responsibilities ● Provided outstanding customer service, data entry, and processed orders for multiple clients exceeding all customer service expectations. ● Updated company’s data base with new customer information and manage data retrieval of current customers, accurately and in a timely fashion. ● Provided inbound/outbound support for Über driver on-boarding which increased customer referrals by xx%. ● Accurately processed pledges for National PBS and Radio Pledge drives, kept confidentiality when obtaining credit card/checking information. ● Handled complex problems and worked with customers to ensure all discrepancies are resolved quickly. ● Provided exceptional customer service while assisting key clients. ● Maintained detailed records of billing through reconciliation processes. Customer Service Representative Responsibilities ● Updated company’s data base with new customer information and ● ● ● ● ● manage data retrieval of current customers, accurately and in a timely fashion. Ran credit checks, disclosed credit results and obtained credit card/checking account information which increased the efficiency of data retrieval times. Successfully established orders and scheduling for new prospects, with increased efficiency in a busy fast-paced environment. Listened to the customer and analyzed the problem to offer a prompt resolution to ensure loyalty and business Worked within a strong team to exceed all customer service expectations, proven by an increase in over 30% of customer service ratings Solved a range of customer queries by providing timely and effective outcomes, resulting in first call resolution of issues. EDUCATION BS In Computer Sciences From University of Punjab