Customer Service Representative
Resume:
Abeer Jaffer
***-** **** ****** **** Way-M*C *A*
************@*****.***
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
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