Maaz

Senior Customer Service Agent

SureShot Books Publishing • Temps plein

Sep 2024 - Present • 2 yrs 1 mo

Resolved 30+ daily customer inquiries via email, addressing order status, shipping issues, and product information with timely issue resolution and active listening, ensuring first contact resolution (FCR). Achieved 95% customer satisfaction (CSAT) through service excellence and conflict resolution, validated by post-resolution surveys and exceeding KPIs for client retention. Proactively conducted post-resolution follow-ups to gather customer feedback, driving continuous improvement and service enhancements aligned with customer-centric strategies. Streamlined customer support operations via detailed documentation, knowledge base management, and standard operating procedures (SOPs), optimizing workflow efficiency and team performance

Virtual Assistant

Real • Freelance

Jan 2026 - Jul 2026 • 6 mos

Driven Virtual Assistant specializing in real estate sales support, client acquisition, and high-converting cold outreach campaigns. I coordinate property sale dealings, engage buyers, and execute targeted email marketing sequences to drive on-site property visits. With expertise in cold email strategy, I convert cold prospects into confirmed, high-value appointments for real estate brokerages while also providing insurance appointment setting and lead pre-qualification. By pairing strategic communication with meticulous pipeline management, I help businesses nurture buyer interest and drive consistent revenue growth.