Iram S

QUALIFICATIONS

Studying CompTIA certifications (Distant Learning) - 2023

Studying towards gaining CompTIA (A+, Network+, Security+, Cysa+) Certifications

WORK HISTORY

Quality Team - Customer Service @ Teleperformance EON-NEXT Energy Campaign (October 2022 – January 2024)

• Listening to calls of energy specialists at EON-NEXT to help maintain call quality standards for the company.
• Providing feedback via Slack and having one to one conversation with Energy specialists to discuss improvements and setting targets.
• Experience using Gsuite, Slack, Microsoft Teams and Intercom CRM for business communication and client operations.

Customer Service Representative @ Teleperformance (June 2021 – October 2022)

Campaign: (HMPO UK, NHS Covid Pass, Dante Labs)

Responsibilities involved:

• Handling inbound calls by the general UK public
• Solving customer queries and providing up-to-date advice through the use of FAQs
• Processing refunds
• Making outbound calls wherever necessary to resolve complaints or obtain more information
• Navigating through CRMS and other telephony software such as Microsoft Teams, Freshdesk, Shopify, Avoxi, Amazon Call Manager + Logger.

Customer Service Representative @ HGS (April 2022 – July 2022)

Campaign: NHS Covid Pass (Have experience in using IEX, Amazon Call Manager, Amazon Power Call Logger)

• Ordering Vaccination certificates (Paper copies) upon citizen request
• Solving citizen enquiries
• Providing advice according to NHS Covid Pass FAQs,
• Providing NHS app support for citizen who have technical issues with their NHS app

Customer Service Representative @ Adecco (February 2021 – June 2021)

Campaign: Census 2021 (Have experience in using Storm DTA)

• Ordering paper copies of the Census 2021 form upon citizen request
• Helping citizens complete their form on call on their behalf
• Making sure all citizen’s data is input correctly and accurately
• Logging all calls and receiving inbound calls on StormDTA
• Helping other colleagues wherever and whenever needed

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