Fatima ezahra Ben taleb
Senior Bilingual Customer Representative
Edmonton,Alberta
Summary
Experienced and reliable Senior Bilingual customer service representative bringing top-notch skills in oral and written communication. Proven ability to listen attentively, solve problems quickly and efficiently, and create high-quality professional relationships with callers. Effective at administration, team leadership, and training.
Bringing 5 years of progressive experience in Administration control as a Dedicated administrative professional with successful experience in fast-paced office settings. Hardworking team player with expertise in completing various clerical tasks and offering staff support.
Skilled Quality controller bringing 4 years of experience working with a Financial organization. Accomplished in working with executive leaders to develop business, financial, and growth strategies.
Overview
11
11
years of professional experience
7
7
years of post-secondary education
Work History
Bilingual Customer Service Representative
Canada Life insurance company
Edmonton, Alberta
10.2023 - Current
- Streamlined customer service processes for increased efficiency and improved response times.
- Mentored junior team members, contributing to their professional development and overall team success.
- Enhanced customer satisfaction by promptly addressing and resolving complex inquiries and complaints.
- Reduced call wait times by implementing effective time management techniques within the team.
- Collaborated with cross-functional teams to develop new strategies for enhancing customer experience.
- Established strong rapport with customers, fostering long-term relationships and repeat business.
- Conducted regular training sessions for staff, ensuring consistent delivery of exceptional service quality.
- Consistently exceeded performance targets, earning recognition as a top-performing Senior Customer Service Representative on multiple occasions.
- Utilized CRM tools effectively for efficient tracking and reporting of customer interactions and outcomes.
- Addressed escalated issues with diplomacy and tact while finding resolutions that satisfied both the client''s concerns and company interests.
- Trained and directed new employees in call script use, conflict resolution, and data entry practices to boost customer satisfaction ratings.
- Enhanced data accuracy by meticulously reviewing and correcting errors in spreadsheets and databases.
- Entered data into various computer systems accurately using Microsoft Office Suite.
- Sorted documents and maintained organized filing process.
- Kept optimal quality levels to prevent critical errors and support team performance targets.
Bilingual Customer Service Representative
Canada life Insurance company
Edmonton, Alberta
09.2022 - Current
- Helped holders of insurance policies resolve their concerns in a timely and professional fashion.
- Used computer to retrieve policyholder information while maintaining proper phone and customer service etiquette.
- Collected customer feedback from an average of 1,000 customers per year and made process changes to exceed customer satisfaction goals.
- Participated in voluntary corporate training classes to increase understanding of caller concerns and shorten call response time.
- Maintained and managed customer files and databases.
- Participated in ongoing training sessions aimed at enhancing product knowledge and refining customer service skills.
- Collaborated with team members to improve overall call center efficiency and performance, resulting in reduced wait times and increased productivity.
- Utilized French proficiency to build relationships with French-speaking customers.
- Educated customers about billing, payment processing and support policies and procedures.
- Maintained up-to-date knowledge of product and service changes.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Supported company growth by consistently meeting or exceeding performance metrics for call handling, first contact resolution, and customer satisfaction.
- Proactively identified areas for improvement in processes or procedures, implementing changes that led to enhanced service delivery.
- Sought ways to improve processes and services provided.
- Met all call quality standards and daily quotas for first-call resolution.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Ensured confidentiality of sensitive customer information by adhering strictly to data protection regulations during all interactions.
- Consistently maintained a professional demeanor under pressure during high-call volume periods or challenging customer interactions.
Quality and administration of services Controller
Mobicor Trading, Contracting and Hospitality W.L.L
Doha, Qatar
08.2017 - 04.2022
- Evaluated supplier performance, ensuring adherence to established quality requirements and selecting vendors based on strict evaluation criteria.
- Improved customer satisfaction by promptly addressing complaints and resolving service-related concerns.
- Maintained detailed records of all inspections, tests, and audits for easy reference and management review.
- Utilized statistical analysis tools to monitor trends in manufacturing data, identifying opportunities for improvement and making data-driven decisions.
- Communicated effectively across departments regarding quality-related issues or updates while working collaboratively toward shared goals of excellence in production and customer satisfaction.
- Implemented risk management strategies to minimize potential product failures while maintaining the highest quality standards possible.
- Spearheaded efforts to establish a company-wide culture of quality, consistently demonstrating commitment to excellence throughout all aspects of work performed.
- Followed quality standards and procedures to minimize errors and maximize customer satisfaction.
- Updated quality control standards, methods, and procedures to meet compliance requirements.
- Provided observations, took measurements, and performed tests at various stages according to quality control plan.
- Performed continuous reviews of quality management system.
- Conducted data review and followed standard practices to find solutions.
- Documented and executed detailed test plans and test cases and summarized and logged audit findings for reporting purposes.
- Created testing protocols to be used across product lines.
Permanent Controller
Bank Al Maghrib
Khenifra-Rabat, Morocco
04.2013 - 06.2016
- Conducted thorough risk assessments to safeguard company assets and maintain compliance with regulatory requirements.
- Provided insightful financial analysis to support executive team in making informed business decisions.
- Established robust internal control framework, minimizing the risk of fraud and ensuring compliance with regulations.
- Mentored junior staff members, fostering a positive work environment conducive to professional growth and development.
- Supervised accurate, efficient, and compliant completion of monthly financial reporting packages.
- Reviewed documents and data to give accurate presentations and forecasts to upper management.
- Managed outstanding balance amounts by evaluating reports and determining collection statuses.
- Worked with both internal and external users to create detailed financial reports.
- Reviewed processes and procedures to guide program implementation and optimize auditing.
- Mitigated risk by implementing internal controls and safeguards for revenues and expenditures.
Education
MBA - Business Administration (Assessed As Canadian MBA By WES)
National School of Management
Tangier Morocco 09.2010 - 07.2012
BBA - Management of Small And Medium Enterprises, Assessed By WES As A Canadian BBA
Federation For European Education: FEDE
Meknes, Morocco 09.2009 - 07.2010
Technical Diploma of 2years - Marketing And Communication Techniques, Assessed As A Canadian Diploma of 2years By WES
Higher Technical School
Fez, Morocco 09.2007 - 09.2009
High School Diploma -
High School Diploma-Diploma of Baccalaureate
Khenifra Morocco Sep.2004 - Jul.2007
Skills
- Data entry and maintenance
- Complaint resolution
- MS Office and CRM
- Multiline phone etiquette
- Communication
- Attention to detail
- Strong Telephone Etiquette
- French and Arabic Interpreting
- Customer Service and Assistance
- Administrative and Office Support
Profession Relevant Skills
- Proven ability to multitask and use multiple phones and other technical devices while providing exceptional customer service.
- Proficient understanding of Microsoft Word, Excel and Access.
- Knowledgeable of common office electronics and tech support.
- Passionate about promoting lasting customer satisfaction and Capable of handling a variety of disputes and facilitating quick and efficient resolutions over the phone.
- Able to enter large quantities of data into a computer and retrieve important information in a short period of time.
- Strong verbal communication skills allow for the fostering of strong bonds with customers during all interactions.
- Able to thrive and meet company standards in a busy call center environment both alone and in a team setting.
- Successful at satisfying different types of customers with creative and knowledgeable solutions.
Languages
English
Native or Bilingual
Spanish
Professional Working
Hobbies and Interests
I enjoy traveling to discover new places, new cultures, nature, and camping. I also enjoy helping people which made me volunteer for over 7years as an assistant and translator for the medical staff in person and online for Smile Association/Doctors without Borders from 200 to -2017.
Timeline
Bilingual Customer Service Representative
Canada Life insurance company
10.2023 - Current
Bilingual Customer Service Representative
Canada life Insurance company
09.2022 - Current
Quality and administration of services Controller
Mobicor Trading, Contracting and Hospitality W.L.L
08.2017 - 04.2022
Permanent Controller
Bank Al Maghrib
04.2013 - 06.2016
MBA - Business Administration (Assessed As Canadian MBA By WES)
National School of Management
09.2010 - 07.2012
BBA - Management of Small And Medium Enterprises, Assessed By WES As A Canadian BBA
Federation For European Education: FEDE
09.2009 - 07.2010
Technical Diploma of 2years - Marketing And Communication Techniques, Assessed As A Canadian Diploma of 2years By WES
Higher Technical School
09.2007 - 09.2009
High School Diploma -
High School Diploma-Diploma of Baccalaureate
Sep.2004 - Jul.2007
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