Customer Service Manager

ABDULKARIM SILIM

416-***-**** *******@*****.** www.linkedin.com/in/abdulsilim

LEADERSHIP PROF ILE

Dedicated leader with a high-energy, genuine personality and a strong ability to collaborate in order to achieve business objectives. Passionate about coaching, counseling and developing others to succeed, while achieving business goals with proven success. Able to influence key priorities of the business, specifically people manage- ment, strategy & execution, and experienced in providing strong partnerships to an organization. CORE COMPETENCIES

Strategic Planning Sales & Service Oriented

Problem solving Performance Management

Leadership coaching & mentoring Recruitment and Selection

Communication Proactive & Active Listening

Client relationship building Results driven

EXPERIENCE

Radfan Investments Mississauga

Operations Manager, Family business March 2010–June 2016 Elected to pursue passion to develop business and build client relations within a family owned business

Coached, led and developed a team of 17 employees

Confer with company officials to develop methods and procedures to increase sales, expand markets, and promote business

Provide superior customer service to large corporations and reviewed and set daily sales targets

Train and educate employees in sales, inventory and reconciliation

Adjusted pricing policies on merchandise according to consumer trends and demand

Reviewed purchases and sales reporting

Maintain inventory stock levels

Invoice Payment Systems (IPS) Corporations Mississauga Operations Manager March 2009–March 2010

Joined a growing company as an Operations Manager to lead a team of 15 employees

• Trained, coached & developed a team of 15 employees

• Managed and approved daily call center activities and evaluated targets

• Adjusted and analyzed forecast of invoices to finance and collections

• Established, reviewed and adjusted credit limits at clients and payers level

• Briefed and advised General Director on potential problems with the portfolio Wells Fargo Financial Canada Mississauga

Manager January 2006–March 2009

Supervisor February 2007–December 2006

Team Lead April 2006–January 2007

ABDULKARIM SILIM

416-***-**** *******@*****.** www.linkedin.com/in/abdulsilim Joined as a Team Lead managing a team of 15, promoted to a Supervisor leading one Team Lead and 35 employees. Was further promoted to a Manager responsible for 2 Supervisors, 3 Team leads with a total of 75 employees

Trained, coached & developed a team of 75 associates; 3 employees to Team Lead role and was grooming 3 more, 2 Team Leads to a Supervisory level and 2 Supervisors to Management level

Assisted in the establishment and ensured compliance of operational unit’s short-term and long- term goals with overall corporate objectives

Delivered full recruitment services including front end needs analysis, job postings, sourcing, interviewing, and employee offers, coordinating with Executive Director

Coordinated, conducted and documented timely and appropriate performance evaluations for all supervisory management level employees

Implemented policies and procedures to improve sales and productivity Canadian Bonded Creditors Limited Outsourcing (CBCL) Cambridge Manager December 2004–March 2006

Joined CBCL as a Manager supporting recruitment & selection during initial start up phase. Successfully supported staffing of over 250 employees for CBCL; including management level positions

Coached, developed and led a team of 120 representatives with 6 Supervisors and 3 Team Leads

Managed all the escalated calls and disputes as a last resolution to the Situation

Reviewed and audited client reports to meet daily targets

Managed and approved the employee annual review process

Built and sustained a positive culture and working environment Teletech Canada Mississauga

Supervisor, Operations December 2002–August 2003

Team Lead June 2001–December 2002

Customer Service Representative December 2000–June 2001 Joined as a Customer Service representative, promoted to a Team Lead leading 15 employees. Was further promoted to a Operations Supervisor responsible for 3 Team leads with a total of 45 employees

Coached, developed and led a team of 45 representatives and 3 Team Leads

Managed client’s portfolio to ensure targets were being met

Ensured that all customer issues were managed via the proper processes and procedures

Coached Team Leads on how to resolve customer issues escalated from Technical Support Representatives

Supervised and supported 24 hour service including resolution of client issues

Collaborated with Human Resources with employee recruitment and engagement EDUCATION

Mi dd l eSex Co l l ege Business Administration

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