Matthew Zahoor

** ***** ******, ****, ******* L*T 3G6 289-***-**** adcsn1@r.postjobfree.com

HIGHLIGHTS OF QUALIFICATIONS

Over ten years of experience providing customer service in call centre, food service, hospitality

Bachelor of Arts (Honours) Criminology

Knowledgeable in using multi-line phones, preparing reports, emails and memos

Excellent problem solving, decision making and organizational skills utilized in resolving customer requests

Exceptional observation and detail-oriented skills with the ability to multitask, work in a team as well as individually

Data entry skills with the ability to type 60 words per minute

Proficient in Microsoft Office

EMPLOYMENT EXPERIENCE

Customer Service Specialist 2018 - 2020

Honeywell Building Solution, Markham Ontario

Communicated with clients including hospitals, schools and GO station on a daily basis over the telephone or via email regarding maintenance and housekeeping issues that needed to be resolved urgently, resulting in meeting emergency requests and restoring normalcy in these institutions

Monitored issues including the temperature in schools, responding immediately when it a low degree (below the standard) by calling managers to dispatch maintenance personnel immediately to fix the issues, preventing major disaster including burst pipes

Aided the general public using the Peel Memorial Hospital parking lot after hours, with paying for parking by providing information on how payments can be made using cash, debit and credit cards; what to do about loss tickets and where to go inside the hospital for assistance, contributing positively to customers’ experience

Used company software to assign work events to maintenance crew so that they can enter the different facilities to do urgently what needed to be done, reducing down time

Senior Customer Service Agent 2017 - 2018

iQor, Toronto, Ontario

Placed customers’ orders via software provided by iQor for Cheryl’s Cookies’ baked goods and other merchandise for clients in the United States who had access to the company’s website or catalogue, improving sales

Tracked products that did not reach the intended recipients to find out what happened and resent the items to the appropriate recipients; provided refunds for stale or broken products or sent them another item of equal value, contributing to positive customer experience

Provided information about items that were available on the website in order to promote the products and increase sales

Assistant to Manager 2016 - 2017

Consumers Vending, Greater Toronto Area, Ontario

Assisted the Manager with relocating vending machines, and made sure they were wrapped with protective devices such as plastic wrap, cardboard, or blankets so that they were safely transported

Inspected the quality of vending products prior to them being placed in the vending machines to ensure no stale or out of date items were stocked

Worked at different sites within the Greater Toronto Area to install and maintain vending machines depending on the site and traffic, we would install and maintain 2-4 per day

Customer Service Representative/IT Sept - Dec 2016

Brookfield Global Integrated Solutions, Markham, Ontario

Created user accounts in AD(Active Directory) and Realsuite in-house application

Reset passwords to access the various applications in the Organization

Handled incoming telephone calls and email requests regarding access to different applications within the Organization

Assisted users with Mobile phone issues, and setting up of emails on the mobile phone

Created reports to indicate what was changed and who the passwords belonged to in the company

Customer Contact Agent 2015 - 2016

Optima Communications, Whitby, Ontario

Provided options to Scotiabank clients who had credit cards, with information on Accidental Death Insurance and Critical Illness Insurance reassuring the clients that their information would be used only for the intended uses, and that they could name their beneficiaries

Maintained that the credit card information was confidential and correct.

Assistant to Manager 2013 - 2015

Consumers Vending, Ajax, Ontario

Answered telephone calls and responded to text messages on behalf of the manager and relayed the information to the manager

Spoke to clients regarding what they would like in the vending machines before organizing for the delivery

Security Officer 2012 - 2013

Hilton Suites Conference Center and Spa, Markham, Ontario

Ensured that the premises, staff, and customers were safe and secure by monitoring cameras, doing foot patrols, and speaking to the staff and customers regarding any security needs that might arise, and documenting everything in notebooks

Provided access for cleaners to get into different sections of the hotel so that they could clean the offices and rooms that needed cleaning

Documented what needed to be fixed and reported to both the Security Director and the Maintenance Personnel including the Maintenance Manager so that the broken items could be fixed or replaced

EDUCATION

Bachelor of Arts (Honours) Criminology 2012

Ontario Tech University (formerly University of Ontario Institute of Technology)

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