Customer Service Sales

Ataur Khan

Ottawa ON

613-***-**** / 613-***-**** ******.**@*****.***

Summary

I am a highly skilled and knowledgeable business professional. I have a combination of

* ***** ** ********** / ***es experience, 3 years of Internet technical support

and over 10 years of customer service experience. I have an excellent ability to cultivate

and maintain ongoing relationship with customers, clients and sales teams.

SKILLS:

My core competencies include:

• Strong written and oral communication skills.

• Strong Up-Selling Experience for over 10 years.

• Proven problem solving and decision making skills.

• Excellent organizational skills.

• Proven ability to work under pressure.

• Attention to detail.

• Strong ability to multi task.

• Conflict resolution.

• Strong Coaching skills.

• Excellent entrepreneurial skills.

PROFESSIONAL EXPERIENCE:

Discount Car Rental

Assistant Operation Manager. May 2009- Still

Manage Four Discount Branches.

Promote Discount products and services.

Provide world class customer service when handling escalation calls.

Listen to customers, analyze their needs and offer adapted solutions.

Take appropriate action to efficiently resolve issues.

Take accountability to solve issues from beginning to end.

Meet established productivity objectives.

Receive and incorporate feedback to improve personal and business performance.

Convergys Customer Management Inc

Team Lead – AT&T, Time Warner, Bell Canada 2006-May 2010.

Monitor, identify and resolve performance/behavior/attendance issues using

prescribed performance management techniques. Participated in conference calls and

one on one meeting with AT&T upper management. Modify Operations as needed to

meet service level agreements under supervision of Operations Manager.

Accomplishments included:

1. Assisted multiple start up departments toward service level goal attainment

2. Assisted 6 direct reports to successfully achieve a promotion at a salaried level

position whether it was Team Leader, Trainer, or Quality Assurance Evaluator.

3. Helped to mentor Team Leader in their weaker performance areas by reviewing CMS

statistics on a daily basis and provide constructive feedback

Convergys Customer Management Inc

Tier 2.5 Agent – Time Warner – Road Runner Commercial 2003 - 2006

Provide second level support to customers by receiving and taking their escalated calls.

Assists front line agents with sales and customer service questions.

Accomplishments included:

1. Mentoring and training agents.

2. Helped to trend call volume issues and manage the queue, maintaing ideal

service levels in a dynamic and changing environments.

Convergys Customer Management Inc

Sales Associate – Time Warner – Road Runner Retention 2001 - 2003

Responded to an average of 30 calls per day with an average handle time of 9 minutes

for problem resolution and escalation time. Explain products or services and prices and

answer questions from customer. Obtain and maintain customer information. Delivered

prepared sales talks in order to persuade potential customers to purchase a product or

service.

Accomplishments included :

Perform backup Manger on Duty, Team Leader and Floorwalker services.

1.

Mentored new agents on how to improve their customer service and selling

2.

skills.

3. Helped to mentor Team Leader in their weaker performance areas by reviewing CMS

statistics on a daily basis and provide constructive feedback

Atout-Prix Crevier Gas Station 2001- 2009

Responsible for the day-to-day operations of a convenience store and car rental

franchise. Responsible for overseeing 15 employees, including scheduling and payroll.

Maintained effective control of correspondence, files, records, expense accounts,

manuals, authorities, and directives to support research and information gathering

exercises and internal and external auditing and reviews.

Accomplishments included:

1. Have met or exceeded monthly quotas to keep in line with the franchise goal.

2. Sell optional protection products, upgrades, fuel options and other additional

equipment.

EDUCATION AND PROFESSIONAL DEVELOPMENT

Bachelors of Business Admin, University Dhaka

The Institute of Cost and Management Accountants of Bangladesh ( ICMAB )

Microsoft Certified Systems Engineer (MCSE)

MS-Exchange 5.5

A+

CCNA

Team Leader Development Training.

Contact this candidate