Fozia Shuaib

12 years recent experience completed in a service orientated environment within a large telecommunications contact centre. Enthusiastic and passionate individual. Extensive customer service and sales experience. Able to deal with complaints and provide a resolution to meet customer needs. Excellent organisational skills and time management. Able to deal pro-actively by seizing opportunities as and when they happen. Extensive skills in coaching, supporting and developing others. Outstanding communication skills in any form (written, verbally, electronically or by presentations). Proactively seeking coaching and development of new processes and procedures to enhance my own and others performance. Ability to deliver constructive and motivational feedback whilst being empathetic to individual needs. High degree of determination and self-motivation. Excellent team player receiving recognition on several occasions by management and colleagues. Excellent Microsoft Office skills. Good understanding of Data Protection and customer/client confidentiality. Excellent leadership and empowerment skills. Effective and efficient decision making whilst working under pressure to tight deadlines. Excellent process mapping ability. Successful consultancy services provided to cross site team leaders and operational managers. Extensive knowledge in customer experience.