Summary
Overview
Work History
Education
Skills
References
Timeline
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Khasnah Ahmad

Decatur

Summary

Dynamic Customer Service Manager with a proven track record at Bloomingdales, excelling in staff training and escalated issue resolution. Skilled in metric tracking and fostering team performance, I enhance customer satisfaction through effective communication and strategic management of remote employees. Committed to continuous improvement and operational excellence.

Overview

9
9
years of professional experience

Work History

Customer Service Manager

Bloomingdales
Atlanta
09.2023 - Current
  • Conducted regular training sessions for staff on new products, services, and customer service techniques.
  • Performed quality assurance checks on calls handled by agents in order to maintain high levels of accuracy in responses provided by agents.
  • Analyzed business performance data and forecasted business results for upper management.
  • Recruited and trained new employees to meet job requirements.
  • Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.

Knowledge Operations Mananger

VIPdesk Connect
Atlanta
04.2019 - 09.2023
  • Maintained a library of documentation related to Knowledge Operations policies, procedures, standards.
  • Analyzed training data to evaluate effectiveness of programs and suggest improvements as needed.
  • Provided post-training follow-up support such as answering questions or providing additional resources.
  • Adept at utilizing different support platforms such as Zendesk and Jira.

Team Lead- Customer Service

Micheal Kors
Atlanta
02.2016 - 04.2019
  • Coached, monitored and motivated new agents to boost performance and enhance job knowledge.
  • Resolved escalated issues from team members or customers in an efficient manner.
  • Monitored team performance against set targets and KPIs.
  • Conferred with customers by telephone or in person to provide information about products or services and take orders.
  • Answered inbound calls, chats and emails to facilitate customer service.
  • Prepared and evaluated CRM reports to identify problems and areas for improvement.

Education

Bachelor of Arts - Fashion Design

Bauder College
Atlanta, CA
05-2009

Skills

  • Metric tracking
  • Exceptional telephone etiquette
  • Customer service
  • Call center operations
  • Staff training
  • Management of remote employees
  • Handling escalations
  • New hire training
  • Time management
  • Excellent time management skills

References

References available upon request.

Timeline

Customer Service Manager

Bloomingdales
09.2023 - Current

Knowledge Operations Mananger

VIPdesk Connect
04.2019 - 09.2023

Team Lead- Customer Service

Micheal Kors
02.2016 - 04.2019

Bachelor of Arts - Fashion Design

Bauder College

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Khasnah Ahmad