Customer Service Sales

Ridha Oueslati

**** ********* **, ******, ** K*B 8A3

Phone 613-***-****, *********@*******.***

HIGHLIGHTS OF QUALIFICATIONS

. SLE: EEE

. Fluently Bilingual in English and French(Oral and written)

. Security Clearance authorized: Reliability Status

. Capacity to plan, organize and establish priorities when dealing with

unexpected details.

. Ability to communicate effectively both orally and in written

correspondence.

. Experience in utilizing multiple computer programs, notably, Word,

Excel, PowerPoint, Outlook, and Internet.

. Proficient in creating spreadsheets in Excel for tracking and

recording correspondence.

. Diplomatic, self-confident, perseverant, and effective interpersonal

skills.

. Ability to work effectively in a team environment.

. Understand the processes, practices, and procedures related to the

government of Canada and within multiple

Non for profit organizations.

. Experience in formatting, editing and reviewing documents and

correspondence for the approval of higher

management.

. Focus and results orientated.

. Ability to establish priorities, multi-task, and work under pressure

and tight deadlines.

. Ability to successfully represent a company with professionalism and

confidence.

. Knowledge of general administrative procedures.

Work History

Association of Canadian Financial officers (Government Union)

Membership services, dues accounting / Administrative Support

May 2011 - January 2015

. Monitoring, tracking, reconciling all dues, refunds and member

information via a member database;

. Importing dues and information from Treasury Board and PWGSC into the

database;

. Collecting, analyzing, interpreting and distributing information on

membership matters;

. Logging, tracking and monitoring service calls from various clients

and members.

. Answer in-bound telephone calls, email messages, and tickets.

. Understand the problem or issue and provide a clear and concise

response to all enquiries, refer enquirer to relevant information on

ACFO's website, and direct the query to the relevant ACFO personnel.

Follow up with the originator of the enquiry as appropriate and ensure

the problem/issue is properly closed.

. Maintain and improve web pages for membership to include social media

and professional networking sites;

. Formulating and preparing reports; Providing general administration

services;

. Providing a high level of service to members

. answering phones, using a phone switchboard or managing multiple lines

. taking messages, sending or making memos

. using a fax machine, printer, and photocopier

. typing letters, reports, briefings, etc

Canadian Internet Registration Authority (NFP)

Membership services and Administrative Support /Customer Service Unit Agent

October 2007 - April 2011

. Answer in-bound telephone calls, email messages, and tickets.

Understand the problem or issue, and log the enquiry in CIRA's

tracking system.

. screening, analysing and prioritizing service requests

. Contribute to the development of customer contact reports documenting

Call Centre activity, wait queue statistics, and trend analysis.

Prepare reports and identify major deviations in activity trends or

unresolved issues to management.

. Review domain registration transactions and advise Registrars of

deficiencies. Notify of unresolved issues or changes in trends for

the daily registration of domain names.

. Ensure CIRA website content reflects information needs expressed by

registrants and the general public.

. Answer telephone and direct calls to the appropriate person; provide

reception services such as responding to inquiries, greeting, and

directing visitors; facilitate the efficient flow of incoming and

outgoing mail correspondence though the office.

. plan and organize the administrative work by maintaining, controlling,

and logging of incoming and outgoing correspondence

. Organize appointments and meetings according to priorities by

arranging and scheduling meetings, making travel arrangements and/or

gathering appropriate documentation.

. Manage and organize the daily agenda for higher management, which

includes meetings, conferences,

etc., and prepare and provide the background documents for these

meetings.

. Provide daily administrative, secretarial, and organizational support

for the higher management, Assist.

other members of the group.

. Reserve boardrooms and any necessary equipment needed for meetings.

. Possess strong experience in financial support, and ability to perform

budget related activities

. Process payments, handle all billing transactions, as well as, manage

tracking of all purchase orders and expenditures.

JP Morgan Chase ( Randstad Contract)

Customer Service / Financial Advisor (Credit Department)

March to October 2007

. Processed customer applications and reactivations

. Handled authorization inbound calls and provided callers with

financial solutions to their account inquiries

. Assisted with activation of new accounts and processed credit

applications

. Escalated issues to the appropriate departments

Dell Canada

Inside Sales Customer representative

April 2006 --November 2006

* Sold Dell products and services by responding to inbound and placing

outbound customer calls.

* Qualified opportunities by understanding customer needs, budgets,

decision-makers, and timelines.

* Answered customer questions regarding Dell products and recommended

solutions.

* Provided technical and administrative information and prices quotes to

customers.

* Closed sales and processed customer orders.

* Overcame competitive sales objections / position product against

competition and customer needs.

* Acted as a role model and mentor for new trainees engaged in on-the-job

training.

* Assessed, responded to and documented customer requests (via telephone,

mail, fax, e-mail)

* Accepted warm transfers from the Customer Care department

* Analyzed requests and prepare detailed summaries, as required

Bell Canada, Ottawa, Ontario, Canada

Team Leader and Professional Trainer

April 2004 -April 2006

. Lead and assisted with training courses for new hires.

. Assisted in the development, redesign and update of training course

material/modules as required to effectively meeting participants'

needs as appropriate.

. Performed hands on training, and made sure company equipment meets

standards.

. Implemented continuous quality improvement processes.

. Responded to feedback from participants and training organization and

attended Training Team meetings, conferences and seminars to further

develop knowledge, skills and attitudes.

. Written progress reports describing in detail positive impacts,

challenges to implementing the training and technical assistance plan,

and an updated timeline for training.

Bell Canada, Ottawa, Ontario, Canada

Customer Service (Billing Agent) / back Office Agent

September 2003 -March 2004

* Assessed customer needs.

* Responded to and acted on customer requests and complaints.

* Diagnosed possible problems and proposed solutions with detailed

actions

* Gathered information to understand customer requests by using active

listening skills during the call.

* SME for sales and call flow in both teams I was working with (David

Vigneault and Elie Zeinoun)

Education

University of Ottawa, Canada B.A. Electrical

Engineering 2002

Lyc e Technique, Ariana, Tunisia Bac Secondaire en Math -

Science. 1994

Languages

French, English, Arabic and Italian.

English Government Tests:

ELS - TEST DE COMPR HENSION DE L' CRIT ( 632B1E ) Level E

TEST D'EXPRESSION ECRITE ( 652B2E ) Level E

English Oral Interaction Level E

References are available upon request.

Contact this candidate