Customer Care Administrative Assistant

SHAMILLA MOHAMED

***** ***** ****, ***********, ** L4A 0X1 416-***-**** ************@******.***

SKILLS

Proficient in Outlook, Word, Excel, Outlook, PowerPoint, Publisher, Access, CRM and SAP

Initiative to manage multiple demands under pressure in a fast paced, multi faceted environment

High level of personal integrity, judgment and diplomacy with the ability to handle and safeguard confidential and sensitive information

Solid priority setting and organizational skills with a high attention to detail

Ability to quickly build relationships and establish rapport

Excellent written and verbal communication skills

Strong action and results orientation with a sense of urgency to meet deadlines

Ability to work in a team environment or independently with limited supervision

Data Analysis, client rapport, quatitative research and qualitative research

PROFESSIONAL EXPERIENCE

Customer Care Escalation Specialist 2016 – 2018

The Home Depot

Managed the resolution process for complaints/issues with multiple dependencies or of an escalated nature.

Tracked and processed all SSC customer complaints through the customer care ticketing software and within COM (Customer Order Management)

Analyzed individual customer complaints for root causes and develop strategy for resolution. Consult with field and SSC partners, vendors and service providers when necessary to determine relevant information and drive resolution.

Recommend strategies for prevention of root causes based on individual cases

Met customer requirements in a positive and professional manner by answering inquiries from stores, service providers and field teams with customer F.I.R.S.T. commitments

Coordinated 60+ projects daily concurrently in a fast-paced environment

Acted as liason with all Service Providers and vendors to ensure that customer’s resolutions are handled in a timely fashion

Partnered with HR Business partners to create and develop a branch of Team Depot specifically designed for the 200+ hourly paid associates at the contact center. This led to greater participation charitable campaigns.

Monitored calls on a consistent basis for quality and procedural accuracy. Partnered with Supervisors to recommend coaching opportunities for Contact Centre associates regarding all Rogers customer and store support center objectives such as but not limited to improvements in call handling standards, how to meet and exceed KPI’s, compliance and improvement in SOP’s.

Received 2 platinum medals as a result of customer feedback.

Created and developed business processes to address common complaints and issues. Directed customer care agents on how to negotiate resolutions with customers

Drafted and executed on all customer care issues, inclusive of building settlement and release documents as well as customer offer and denial letters

Maintained excellent service levels in key performance areas and communication such as it related to the escalation cycle time

Utilized reporting to analyze and measured actual performance against goals

Made decisions with considerable financial impact, and managed multiple complex cases per week. Produced resolution decisions with no structured guidelines or prescribed procedures with minimal supervision

Project Coordinator Appliance Team Lead 2015-2016

The Home Depot

On boarding of new appliance associates through coaching and training development

Initiating and executing contracts, purchase requisitions

Process improvement through monitoring and tracking trends and commonalities for appliance delivery and installation issues through root cause analysis and reported data collected to senior management and merchant team

Initiating, producing, editing and proofreading documents before presenting to senior management

Partnered with stores, vendors and carriers to improve the efficiency of appliance deliveries and worked towards standardization of material and customer communication

Appliance Specialist 2013-2015

The Home Depot

Led by example in consistently demonstrating Customer FIRST behaviours and promoting positive associate morale

•Explained the steps and products needed to complete projects and describing features and benefits of merchandise and assisted customers by listening assessing their needs and guiding them towards making the best decisions.

•Provided expert-level product knowledge of appliances and kitchen and bath to associates and customers alike which led me to exceed department sales goals by 30 percent for 6 consecutive months

•Assisted customers with product knowledge in adjacent departments, special orders and installation services

•Maintained a regular customer base and actively worked to develop lucrative new customer relationships

•Investigated, resolved and escalated customer issues as appropriate

•Understood in-store operations as well as store support operations to help streamline process for appliance sales

EDUCATION

HRM Ontario Graduate Certificate

INS Bachelor’s Hons. Degree (in progress) – Seneca

Training and Development, Organizational Behavior Management, Human Resource Management, Strategic HR Planning, Recruitment and Selection Techniques, Financial and Management Accounting.

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