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I'm a customer services professional with 5 years of experience in training and supervising customer service staff, planning and implementing service solutions and strategies, and resolving inbound queries. Based in Esbjerg, Denmark, I've led support teams, built knowledge bases, and collaborated with technical and operations colleagues to improve client satisfaction and loyalty.…

Reema Zain Rao

Project Manager, Studio Manager, Content Creator, +1

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I'm a customer services professional with 5 years of experience in training and supervising customer service staff, planning and implementing service solutions and strategies, and resolving inbound queries. Based in Esbjerg, Denmark, I've led support teams, built knowledge bases, and collaborated with technical and operations colleagues to improve client satisfaction and loyalty.…

Available to hire

I’m a customer services professional with 5 years of experience in training and supervising customer service staff, planning and implementing service solutions and strategies, and resolving inbound queries.

Based in Esbjerg, Denmark, I’ve led support teams, built knowledge bases, and collaborated with technical and operations colleagues to improve client satisfaction and loyalty.

Skills

Experience Level

Expert

Expert

Expert

Intermediate

Intermediate

Intermediate

Language

English

Fluent

Danish

Intermediate

Urdu

Fluent

Panjabi, Punjabi

Intermediate

Work Experience

Customer Service Manager at Oticon, Copenhagen

July 1, 2021 - July 1, 2021

Pioneered the customer service support team to facilitate user experience. Created and implemented a competitive customer service program resulting in improved employee engagement and customer satisfaction scores. Collaborated with the technical department to resolve technical issues, improving client satisfaction and loyalty. Utilized Dixa, Google Play and Apple Store to respond to user queries and provide support for an improved experience.

Student Support Associate at Arbisoft

October 1, 2020 - October 1, 2020

Provided technical and general support to online users on edX (Harvard & MIT course provider) using Zendesk. Trained new staff on technical and general support protocols for the learning platform. Managed day-to-day customer support requests (qualifying and triaging requests, understanding root causes, and responding appropriately). Ensured all Support Level Agreements (SLAs) were met to deliver a great customer experience to international customers. Resolved issues using best-practice knowledge and tools such as Salesforce, Jira, and CyberSource. Collaborated with other support and technical teams to resolve more complex technical requests requiring specialist support.

Teacher's Assistant at FAST-NU, Lahore, Pakistan

June 1, 2015 - June 1, 2015

Provided support to the teacher to ensure a safe and stimulating educational environment. Assisted with planning and preparation for daily activities, aided instructional efforts, and helped prepare lesson outlines, plans, and curricula. Planned, prepared, and developed teaching aids for classroom use, and assisted students with lesson assignments to present or reinforce learning concepts.

Intern at Mobilink, Lahore, Pakistan

August 1, 2011 - August 1, 2011

Worked as an intern in the Human Resources department. Assisted with the employee degree verification project. Collected, arranged and updated relevant employee data into a database system. Assisted in conducting employment interviews and tests. Answered and transferred incoming telephone calls, taking messages for various team members.