Zenaba Tahirou

**** ********* *****, ******, ** K4A 3T6

Phone: 416-***-**** Email: adqg8h@r.postjobfree.com

OBJECTIVE: To obtain a bilingual customer service or administrative where I can use 16 years of acquired experience and expertise in excellent customer service and administration to bring value and efficiency to employer.

HIGHLIGHTS OF QUALIFICATIONS

• Sixteen years of customer service experience is high paced manufacturing and Automotive industries as a CSR, program manager

• Excellent written and verbal skills in both French and English

• Data entry skills with strong attention to detail and accuracy

• Superior ability to work in a deadline driven environment

• Strong analytical skills

• Effective working independently and as a team member

• Maintain a sense calm and control under pressure

EMPLOYMENT HISTORY

Bilingual CSR / Automotive program coordinator June 2012 - Present

Hydro Extrusion NA Mississauga, ON

• Responsible for managing key accounts for Building and constructions in Canada and the USA; And Automotive accounts in Canada.

• Manage orders from entry to delivery – include entering order based customer specific criteria. Ensuring all concerned internal departments have received critical information of the order.

• Handle customers complaints related to products quality issues and defects by working with internal Quality Control and other departments to ensure that necessary measures are implemented and acted upon to resolve the issues and prevent them from reoccurring.

• Respond to customers and internal Sales Reps inquiries on products availabilities, orders status, lead time and expedite delivery on new orders.

• Maintain customer files ensuring required and necessary data is current and up to date as well as organizing and archiving files and records for future access by office team members

Bilingual Customer Service Representative June 2008 – June 2012

Sony of Canada Ltd Toronto, ON

• Main responsibilities included answering incoming customer calls to providing technical support and product information to customer in both French and English

• Managing customer complaints related to products performance and warranty by obtaining the appropriate information and evaluating it through Sony’s own SAP application in order to generate the appropriate steps required to compensate customer and resolve warranty related issues

• Providing customer with steps by steps guidance on how to use their home and personal-electronics including Sony laptops (VAIO), and establish product compatibility between Sony products and others

• Taking proactive measures and initiatives to resolve customer issues related product quality, warranty and customers satisfaction

• Data-entry and retrieval activities to maintain and update designed files and record in Sony’s SAP systems

• Provides correction on invoices that are inaccurate and processes returns for credits cards and other financial accounts, load and activate gift card

Bilingual Customer Service/Credit Specialist Apr 2005–June 2008

Wells Financial Retail Service Mississauga, ON

• This job duty involved taking proactive measures and initiatives to resolve customer complaints related to retail stores credit card promotions and disputes during the launch of Retailer integration into a new system

• Provide excellent customer service and thereby maintaining good relationship with existing clients and to consistently strive to increase business.

• Recommend products and services that meet and exceed customers need

• Explain option available to customer offer recommendation that help customer bring their account up to date

• Follow policies and procedures outlined for the job and consistently adhered to the compliance regulations and internal Standard Operating Procedures (SOP’s) in a dynamic environment

• The job required thorough understanding of Credit Bureau documents and credit rating interpretation

• Actively participated in team assignments and lead a team of collectors for achieving weekly targets

• Always strive to improve quality of work on each call and to achieve outlined performance parameters on a scale of 1-5 and accomplished a year-end high rating with an overall rating of 4.5

EDUCATION

Computer System Technician Diploma June 2005

George Brown College of Applied Art and Technology

Ontario Secondary Education Diploma June 2002

CALC