Skilled in Microsoft office
Afrah Saad
Albuquerque
Summary
Dynamic and results-oriented professional with extensive experience in customer service and administrative roles, notably at Walmart. Excelled in complaint resolution and point of sale systems, enhancing customer satisfaction and operational efficiency. Proven track record in problem-solving and relationship-building, achieving significant improvements in customer experience and operational workflows.
Overview
11
11
years of professional experience
Work History
Customer Service Associate
Walmart
01.2024 - Current
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Handled billing and payment issues by following guidelines and resolving disputes.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Responded proactively and positively to rapid change.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Educated customers about billing, payment processing and support policies and procedures.
- Investigated and resolved customer inquiries and complaints quickly.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Identified and resolved discrepancies and errors in customer accounts.
- Met customer call guidelines for service levels, handle time and productivity.
- Promptly responded to inquiries and requests from prospective customers.
- Managed timely and effective replacement of damaged or missing products.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Maintained up-to-date knowledge of product and service changes.
Administrator
Mvita Freight
01.2014 - 01.2021
- Maintained personnel records and updated internal databases to support document management.
- Educated staff on organizational mission and goals to help employees achieve success.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Created and managed project plans, timelines and budgets.
- Maintained database systems to track and analyze operational data.
- Supported creation of detailed, technical financial models to value potential acquisition targets.
- Cultivated positive relationships with vendors to deliver timely and cost-effective supply of services and materials.
- Devised and implemented processes and procedures to streamline operations.
- Gathered, organized and input information into digital database.
- Conducted regular reviews of operations and identified areas for improvement.
- Generated reports detailing findings and recommendations.
Education
BBA - International Business
Makerere University
Kampala Uganda01-2021
Skills
- Point of sale systems
- Account updating
- Product and service solutions
- Customer service
- Problem resolution
- Complaint handling
- Complaint escalation
- Inbound and outbound calling
Software
Mobile business App (Walmat)
Timeline
Customer Service Associate
Walmart
01.2024 - Current
Administrator
Mvita Freight
01.2014 - 01.2021
BBA - International Business
Makerere University
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