Abeer Jaffer

***-** **** ****** **** Way-M*C *A*

647-***-****

acozei@r.postjobfree.com

Call Centre Customer Service Representative

PROFILE

. College diploma - Over three years experience working in a dynamic

fast - paced call centre environment as a Telesales professional and

customer service representative combined with a customer service

representative in a customer's contact centre in a Bank,

Administrative /and social services environments

. A professional telephone manner

. Acknowledged by management as top performer due to excellent customer

service, interpersonal and communication skills and ability to handle

high workloads and juggle many tasks

. computer skills in MS Word / Excel/Outlook with excellent keyboarding

skills

. Strategic-relationship/partnership-building skills -- listen

attentively, solve problems creatively, and use tact and diplomacy to

find common ground and achieve win-win outcomes.

. Excellent time management and Organization skills

. possessed the experience and skills, granted for outstanding

performance and lasting contribution on Highest SPH to meet the sales

target in the company and awarded employee of the year

. Team player

. Fluent communication skills in English & Arabic

Office Assistant/Customer service representative-Volunteer

October 2014- December 2014

Middle East Consultants Office

. Greeted and assisted customers.

. Performed clerical functions which included: answering phones, routing

calls to appropriate personnel, taking messages, faxing, photocopying.

. Handled Office banking deposits and check requisitions for purchases.

. Processed payments from clients according to office policy.

. Translated various documents and meetings

. File and maintain records

. Ordered office supplies for all departments

Customer Service Representative

Teleperformance (Scotiabank Customers contact centre)

January 2014 - March 2014

. Handled large call volume in a professional and courteous manner

. Provided best-in-class customer service, to meet the customer's

needs, Low Interest Rate Credit Card Visa, Travel Visa, Cash Back

Visa, Balance Protection Insurance

. Passion for helping customers

. In depth knowledge of resolving customer issues and finding the best

possible service package for them

. Proficient in conducting activities to bring aboard new customers and

maintain existing ones

. Informed customers on a specific range of Bank products and services,

and make suggestions

. Maintained records of balances and correct errors as and when needed

. Achieved "meeting expectations" for all quality monitoring

. Ensure to works with confidential material, and maintained

confidentiality and professionalism at all times.

Abeer Jaffer 647-***-****

page -2-

Telesales Professional & Customer service Representative

May 2009 - April 2011

Startec Global Communications, Canada

. Handled large volumes of call (up to 500 calls daily) Inbound and Win

back in a professional and courteous manner

. Provided information, advised to customers on use of merchandise, took

new orders

. Worked with customers to ensure excellent service, resolved billing

questions, disputes and followed up with customers to check if

services received as expected

. Achieved performance objectives in all areas consistently

. Opened 35- 50 new customer accounts on a daily basis

. Recommended service and product options to meet customer needs

. Performed data entry, recorded and updated customer database

. Resolved service issues, working closely with the carrier's customer

service representative

. Processed requests for cancellation and additional service and

promptly resolved complaints

. Undertook necessary administrative tasks, including daily sales

activities reports

Medical Receptionist &Customer service

Rosedale Physiotherapy and Wellness Center/ Foot clinic

January 2013 - August 2013

. Administered all the phone calls and directed them to the appropriate

personnel. and greeting patients in a professional and courteous

manner

. Resolving a range of administrative problems and inquiries

. Facilitates patient flow by notifying the provider of patients'

arrival, being aware of delays, and communicating with patients and

clinical staff

. Schedule appointments for physicians, specialist referrals, various

clinics on site

. Handle all patient accounts and files with confidentiality Preparing

New Client account by using Universal physiotherapist software

. Provided full and reliable front office receptionist and office

equipment such as the photocopier and fax machine when required.

. Deal with inquiries and requests with exceptional Customer Services

Consultant /Client Support Services (contract) December

2008 - February 2009

Kappel Ramji Consulting Group, Canada www.pcnt.ca

. Conducted interviews with government-assisted refugees, assessing the

quality of services provided by reception houses or other settlement

services

. Prepared reports for each client, interviewed and documented the

honoraria

. Entered client's data into on-line database while maintaining high

level of confidentiality

. Participated in group conference calls, discussing the assessment

reports, clients' needs and the quality of service provided

. Consoled the affected people through conversations and fulfilling

their basic situational needs

. Assisted clients in the completion of immigration-related forms

. Counseled people with special needs and helped them to overcome their

concerns

EDUCATION/PROFESSIONAL DEVELOPMENT

. Dental/Medical Office Administration Diploma 2012

Oxford College of Art, Business and

Technology Inc., Toronto, ON

. Standard First Aid and Level C CPR Certificate

2012

EMS by WSIB (Adult, Infant & Child), Toronto, ON

REFERENCES AVAILABLE UPON REQUEST

Contact this candidate