Customer Service Manager

Ms Khatira Tahib

Scarborough, Ontario

Mobile: 647-***-****

Email: ******@*******.***

Summary

I am highly motivated with exceptional leadership and communication skills with strong background in sales and

customer service. I have a good clean image and pay attention to detail. I have a good rapport with both colleagues

and customers. With the right training and my enthusiasm, I am willing to learn and excel in any work environment.

I have the skills to work independently and with a group.

Highlights

> Excellent communication/Interpersonal skills > Good Organizational Skills

> Honest and reliable > Quick Learner

> Attention to detail > Good Time Management

> Intermediate/Advance Microsoft: Word, Excel & Outlook

Accomplishment

> Coordinated all department functions for a team of 11 employees at Belmont Thornton.

> Promoted from Financial Claims administrator to Team leader within 6 months at Belmont Thornton

>Implemented new structure and ideas within department to achieve productivity for the company at Belmont

Thornton

>Awarded “Star of the Week” employee by the business on 6 occasions in 1 year of service at Belmont Thornton.

> Attended corporate award ceremony as 1 of 6 winners from the whole department of over 200 employees for

providing exceptional service to client at B Sky B.

Employment

Present Tal Group, Health recruiter (Temp)

Job roles included:

Creating a portfolio of candidates registering new candidates on the In house system

Linxxi

Corresponding with Clients via phone, email, fax and writing

Achieving monthly targets set by the business

2012 – 2013 Central London Healthcare, Referral coordinators Supervisor

Job roles included:

Assisting patients and health care professionals via telephone, email and fax

Documenting all queries on in house system (CRM)

Providing support to Operation manager and In house GPS’s

Achieving team and Individual targets set by the business daily

Assisting with recruitment of temporary contract staff

Providing training for new and existing staff

Designing and implementing a new training program for all PRS employees

Creating daily reports for team manager on indicating staff and business

performance.

2010 – 2012 Belmont Thornton, Financial Claims Administrator / Team Manager

Job roles included:

Answering clients queries via email, letters and faxes

Handling Escalation calls from irate clients

Managing and delegating relevant tasks to team of 11 employees

Assessing and scoring (Quality Assurance) team members calls on weekly basis and

providing Training and Development session on monthly basis

Implementing induction and training sessions for all new members of staff when they

initially join the business.

Achieving set targets by the business on weekly basis

Creating daily reports which highlights Individual team members & overall

department’s performance.

Liaising with Customer Resolution departments of major Banks such as: HSBC,

Lloyds, and NatWest to acquire updates on clients claim.

Dealing with FOS (Financial Ombudsman Services) & FSCS (Financial Services

Compensation Scheme) claims.

Matching scanned documents for each individual claim on the In house system

(Robin & Chico).

Keeping Finance, FOS/FSCS & Complaints Spreadsheets up to date on daily basis.

Completing alerts and referring to relevant departments on daily basis.

Maintaining daily targets set by the business.

Attending daily managers meetings to advise up to date static’s of department

progress.

2008 – 2010 B SKY B, Sales & Marketing Executive

Job roles included:

Answering all request for assistance via Inbound and Outbound calls.

Document all matters on to the computer system (Chordiant)

Providing the type of customer experience that involves a good understanding of

product knowledge, sales and customer service.

Processing orders on the in house system and taking payments for each transaction.

Upgrading and cross selling Existing customers.

Achieving set Weekly Sales and Time Management Target.

Providing language support to customers that only speak Farsi, Urdu and Hindi.

2002 2008 GAP, Sales Associate, Stockroom Supervisor

Job roles included:

Advising customers on various products

Having full knowledge of product and services.

Maintaining the level of stock

Operating tills and Till training other employees.

Assisting Merchandise team with creating floor and window displays.

Efficiency in folding standards and recovery. Making sure the shop floor is looking

presentable at all times.

SGM on the shop floor to my other colleagues where I gained experience in acting as

manager.

Replenishments of stock

Managing and delegating tasks to team members in the Stock Room

Implementing a new working structure within the Stock Room.

Creating an organised product placement in the Stock Room.

Education South Bank University, Borough Road, London 2005 2007

BA (Hons) in Business Administration

South Bank University, Borough Road, London

HND Business Studies

2003 2005

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