Customer Service Sales

****-** *********** ****** ******, Mississauga

Ontario L5R 4B1 Yasser Sami

Cell: 905-***-****

E-mail: ******.****@*****.***

Objective:

Dynamic, motivated and team-oriented professional, I thrive in an environment where results are a source of passion. I believe personal growth comes from sharing values, vision and working with people to strengthen and make a company evolve. It is my goal to continue to further my career in an innovative service and customer –focused environment, with particular emphasis on growth and delivery of optimal customer solutions.

Crawford & Company Inc. CRM - Administrator

August 2008 – March 2012 Client- Relation Management

• Undertook processing of regional insurance claims to ensure proper implementation of claims guidelines and procedures, appropriateness of reserves are established, and compliance with government regulations and the insurance act.

• Prepared & managed ROI reports such as productivity spread sheets, daily log, write-off & recovery-cheques reports. Fast pace work of data Entry, Filing Documents in to correct files also stamping & weighing postal letters to send them though various couriers

• Accurately process day to day claims, including property, commercial, auto & causality claims & appointed the lead on special projects such as GOCR (reconciliation of outstanding reserves), Disposition Plan Notes, Auto & BI claims, Interim Billing & Final billing Cheques.

• Proficiency with in-systems and third party systems provided by Aviva Canada & Economical Insurance such as CMS, CCIS, Aviva General, Aviva RTM, Oracle, CICS & CISCO Systems.

• Proud recipient of “Outstanding Performance in Productivity Award” in 2008 & 2009.

• Worked on a special assignment for The Economical Insurance Group & TD Insurance to process Accidental & Body Injury (BI) payments/cheques to respective vendors. In this assignment, I had to issue a minimum of 100 reconciled cheques a day and regularly conduct self audit to ensure compliance with established procedures and guidelines in a very fast pace & customer centric environment.

• Follow up on changes to claims requested by insurance adjusters & brokers and ensure that service requests are processed and completed in an efficient and effective manner.

Ministry of Transportation Customer Service Representative.

April 2008- June 2008 (Contract Role)

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• Issued Used Vehicle Packages, Driver Abstracts, and CVOR (complete driver/vehicle history.

• Maintained exceptional working relationships with clients and customers & assisted customers with various licensing needs such as renewals, information changes, and temporary permits

• Prepared weekly production & monthly activity reports also maintained balanced daily cash floats

• Greeted customer in a professional manner, identified customer issues and provided pertinent information.& also efficiently manage and promptly respond to all incoming enquires/ requests for information independently or re-direct to the appropriate person/area.

• Successfully handled a high volume of customer interaction in a very fast pace environment & recognized for exceptional customer service &quality accurately processed transactions as credit cards payments etc.

Prepac (Pvt.) Ltd Sales & CRM Supervisor

September 2003- August 2006

• Role involved full business development responsibility, which incorporated studying the market, developing strategies, conduct training need’s based on company structures, preparing a business plan regarding their potential needs/ requests, and anticipating uncovered needs of the customer with targeted plans.

• Formulated business plans and strategies to target different categories and industries

• Exceeded Sales plan by over $40K in 2005.

• Effectively implemented operational standards and guidelines to increase sales by 14%

• Led and motivated teams to increase customer service index to 98%

• Diagnosed, designed and implemented performance improvement initiatives though the delivery of Leadership Forums and Sales Conferences

• Coached sales staff on leadership development and employee engagement strategies.

• Met the clients, analyzed clients’ requirements and recommended solutions.

• Identified gaps in the market and developed business by assessing and evaluating information pertaining to packaging and lamination

Prepac (Pvt.) Ltd Sales & CRM Coordinator

July 2001- August 2003

• To provide optimal “client based” solutions to business such as engaging in mutual value creation.

• Maintain relationship with key outsider groups and sources & also worked in B2B Sales.

• Open & update invoices of customers externally or internally from service work orders.

• Working as partners to establish and sustain long term, cost-effective solutions.

• Provide professional trained service for inbound phone calls, email and web customer contact

• Coordinate department meetings and conference calls. Prepare correspondence, presentations and weekly sales forecasts and monthly activity summary reports.

EDUCATION

• Bachelors in Commerce University of Karachi.

• Project Management Certificate Program - In progress Sheridan College

• Customer Service Co-op program Peel District School Board

• Microsoft Office Certificate Informatics Institute Micromedia, Designing Suite (Flash, Dreamweaver, Fireworks) Certificates

References available upon request

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