Customer Service Sales
Resume:
Shahen Mustafa Page *
**** ***** **** • London Ontario • N6E 3L1
Cell: (519) 694 – 0425, Email: ******.*******@*****.***
EDUCATION
Bachelor of Social Science
The University of Western Ontario 2009 - 2013 London, ON
Certification, Leadership Transcript (STEP: Student Transitional Executive Program)
The University of Western Ontario 2009 London, ON
RELATED WORK EXPERIENCE
CAA September 2013 – Present London, ON
Roadside Services
§ Take ownership of escalated member issues to resolve complaints by listening, offering empathy, and
negotiating solutions
§ Develop, coordinate and deliver initiatives that directly support Roadside Assistance Inbound
strategies and plans
§ Makes optimal use of available resources to ensure that calls are completed within estimated time of
arrival. Efficiently deploys resources and dispatches correct equipment on the first call
§ Monitors towing, light service and battery queues to maintain continual awareness of overall status of
resource availability and current deployment and reallocates resources as needed to meet changing
service needs
§ Personally notifies member when service will be delayed or initiates action for fleet or contractor to do
so. Enters status update on calls and uses the correct procedure to ensure all pertinent information is
recorded. Ensures members are updated to changing PTAs to alleviate call backs
§ Demonstrates effective us of grid dispatching to ensure fleet efficiency
§ Responds quickly to emergency situations including such as priority calls or requests for blockers in
high-risk situations. Demonstrates a complete understanding of the importance of operator and
member safety
§ Provides prompt, reliable and personal attention to all incoming requests from Member Service
Representatives, peers or fleet/contractors. Respects and supports team member’s efforts and
decisions in the service delivery chain
American Express October 2013 – November 2013 London, ON
Promotion/ Sales
§ Responsible for contacting existing customers and selling products and services in a call center
environment
§ Actively matching the needs of the client with the features and benefits of the sellable product
§ Providing clients with relevant product information with the intention of selling said product
§ Meeting Sales, Customer Service, Productivity, Compliance and Quality targets
§ Dealing with highly confidential information in a secure environment
University of Western Ontario May 2013 – September 2013 London, ON
Administrative Assistant and Support Services
§ Answer regular enquiries (telephone, email, written) and respond to routine correspondence in a
timely and professional manner
§ Ensure all required reports are prepared and available for the meeting
§ Attend meeting, take minutes, produce and distribute same to Board/Committee
§ Developing and maintaining an efficient filing and database system
§ Assistance with online presence (Facebook, Twitter, etc.) development
§ Assembling orientation packages for incoming students
Shahen Mustafa Page 2
Modules Weighing Data for Civil and Environmental/Geography Faculties
§ Collection of information of data, satisfaction surveys
§ Assisted Project Leader in the Environmental Management departments to successfully complete
projects
§ Researched sites for potential development or re-development
§ Performed administration duties such as filing, receiving invoices, and report writing
§ Provide administrative support including document management for several projects using thermo
camera of modules
§ Completing other tasks and projects as assigned by management
University of Western Ontario February - June 2011 London, ON
Research and Development
§ Digitalized images from buildings and places from around the world
§ Uploaded images into a database for architectural and historical facts
§ Responding to staff requests for information
§ Performs miscellaneous administrative duties (mail, telephone, fax, copy machine)
§ Assisted in the development of efficient office systems
OTHER WORK EXPERIENCE
Mac’s Convenience Store August 2011 – Present London, ON
Cashier
§ Great communications skills with the customers
§ Handling cash and return during customer service
§ Performing inventory updates and end of the day closing
§ Organizing the whole store and put stock in order
§ Following safety rules in all duties
§ Cleaning the store for better customer service
Marisa July 2008 – August 2010 London, ON
Sales Associates
§ Handled cash and returns, helped with stock and fitting rooms and provided Customers with help in
regards of styles and sizes.
§ Maintained well communication and customer satisfaction
§ Set and achieve personal sales goals while supporting the goals of the team
§ Consistently seek new fashion and product knowledge to act as an expert for the customer
§ Followed safety rules in all duties
SKILLS AND TECHNICAL PROFICIENCIES
Microsoft Office: Excel, Word, Excel, Outlook and PowerPoint
§
Photoshop, CorelDRAW, Java, Dreamweaver, Flash, and Express Dictate/Scribe
§
Advertised events and programs to students at campus
§
Great communication and analytical skills
§
Able to multi-task and work with minimal supervision
§
Excellent time management and organization skills
§
Excellent team synchronization
§
Shahen Mustafa Page 3
VOLUNTEER EXPERIENCE
Volunteered at London Mosque to help raise money for the Syrian people who require food, shelter,
§
clean water, clothes, heat, etc… (2011-2012)
Participated in charity fundraising for the drought crisis in Africa
§
Tutored high school students within the community
§
MAC Quest (Community Matters)
§
Westminster S.S Soccer Club (2005 – 2009)
§
Summer Day Camp (2011-2012)
§
Currently Involved with MAC University/College Support Worker
§
EXTRACURRICULAR ACTIVITIES
University of Western Ontario September 2010 – Present London, ON
MSA Advertising Manager
§ Promoted the event to youth in different schools and community organizations
§ Contacted various guest speakers to educate youth
§ Supported youth in writing an application for a funding proposal from UWO
§ Assisted in the planning and the implementation of school wide even that celebrates cultural diversity
§ Ensure the community is aware of any events going on
§ Many events were targeted at several age groups, and it was my job to confirm the attendance of all
these groups
References available upon request
Willing to relocate
Contact this candidate