Imran Ali

Apt # * – *** John St. S, Hamilton ON

Cell: 519-***-**** / Email: acerbb@r.postjobfree.com

Profile

A results oriented Customer Service professional, pursuing a new challenge in a highly concentrated client service

environment; a positive and passionate individual with the ability to interact and communicate effectively with people;

possess a “knack” for solving problems, prioritizing and multi -tasking in a fast-paced, time-sensitive environment;

able to work well under pressure, and to solve problems in a prompt and courteous manner.

Gained solid experience working in Inbound Call Centers; developed e xcellent skills in client relations, team

leadership and administration; computer literate with skills in MS Office; brings to your organization a polished and

engaging telephone style and an unwavering commitment to meeting the highest standards of servic e excellence; a

collaborative team player with the ability to lead and motivate others; ability to manage competing demands for time

and attention while focusing on meeting corporate goals and objectives.

Employment

Toyota Motor Manufacturing Canada (TMMC) 2014 - Present

Cambridge Ontario

Production Team Member

Wipro Technologies, Brantford, Ontario 2013- 2014

Subject Matter Expert / Floor Walker

Effectively escalate and communicate systemic issues when needed to ensure internal/external service level

agreements are delivered as committed

Effectively triage, troubleshoot and diagnose potential issues and provide the appropriate resolution or

workaround to the reporting party

Working in collaboration with sales representatives, technicians and customers

Contacting customers by phone to arrange for a mutually convenient installation date

Successfully managed all assigned responsibilities including incoming/outgoing calls, provisioning,

and maintaining up to date information on the company, policies, procedures and promotions

Technical Support Representative 2011-2012

Provided first level technical support for Wipro’s Client Bell Canada products; troubleshooting and resolving

technical issues, using established diagnostic tools and procedures

Responsible for accurate data input using prescribed applications and processes for all customers’ requests

Analyzed customer requests for locates, burials and service calls and took appropriate action

Identified area-wide service interruptions for all locations and alerted appropriate staff in a timely manner

Resolved billing inquiries and service discrepancies

Credited and debited customer accounts; escalated customer issues as required

Institute of Business and Technology Karachi, Pakistan

2010 –2011

Academics Coordinator

Successfully administered the academics team and managed over 1000 student enrollments

Led the campus team in various promotional events e.g. inf ormation sessions and liaising with high schools

Provided counseling to full-time and prospective students regarding academic directions

Facilitated Human Resource department in the recruitment process of course instructors

Resolved more than 50% of student appeals regarding academic issues in the first month of employment

Reported to registrar and campus director

Education

2007 – 2011

Bachelor of Business Administration (HONS.)

Hamdard Institute of Management Sciences

Hamdard University, Karachi, Pakistan

Additional Skills

Upselling and Cross Selling Techniques

Inbound Call Center Operations

Customer Inquiries & Issues Management

Team Leadership & Training

Performance Motivation

Performance Evaluation

Correspondence and Reports

Network Hardware understanding, including:

Routers, switches, hubs

Ethernet and USB connections

Internet Technology (DSL/Cable)

Additional Information

Languages: English, Urdu and Punjabi Interests: Classic Literature, Soccer, Cricket and Cinema

References

• Available on request

Contact this candidate