Zinat Shama
Montreal,Canada
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Data Analyst
SSENSE
12.2022 - 03.2025
- Utilized data analysis to monitor process efficiencies and identify data integrity exceptions.
- Maintained databases by creating new records or updating existing ones.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Updated databases with new and modified customer data.
- Customer refund processing
- Data entry and Qc processing
- Customer problems solution via email
Customer Service Representative
Verizon USA
03.2022 - 11.2022
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Answered inbound calls, chats and emails to facilitate customer service.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Developed strong customer relationships to encourage repeat business.
- Consulted with customers to resolve service and billing issues.
- Set up and activated customer accounts.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Educated customers on special pricing opportunities and company offerings.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Improved customer service wait times to mitigate complaints.
Customer Service Representative
Tonal USA
03.2021 - 03.2022
- Answered inbound calls, chats and emails to facilitate customer service.
- Developed strong customer relationships to encourage repeat business.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Set up and activated customer accounts.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Made outbound calls to obtain account information.
- Troubleshooting
Receptionist
Hotel Le Dauphin
10.2019 - 03.2020
- Scheduled and confirmed appointments.
- Answered and directed incoming calls using multi-line telephone system.
- Served visitors by greeting, welcoming and directing to appropriate personnel.
- Updated and recorded customer or client information to maintain accounts.
- Processed payments and updated accounts to reflect balance changes.
- Maintained daily calendars, set appointments with clients and planned daily office events.
- Scheduled and confirmed appointments and meetings for management team.
- Greeted customers, answered general questions and directed to appropriate locations.
- Coordinated pick-up and delivery of express mail services.
- Keeping the reception area clean and tidy
Customer Service Associate
Walmart
09.2018 - 04.2019
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Addressed inquiries, resolved customer issues and managed customer relations.
- Consulted with customers regarding needs and addressed concerns.
- Followed policies and procedures to meet or exceed established performance requirements.
- Educated customers on special pricing opportunities and company offerings.
- Organized and prioritized tasks and activities and worked within strict timeframes and deadlines.
- Improved customer service wait times to mitigate complaints.
- Cash handling
Education
College Diploma - Business Management
Jalalabad College
06.2014
High School Diploma -
G K High School
05.2012
Skills
- Data Quality
- Data Analysis
- Strong Work Ethic
- Clear and Concise Communication
- Attention to Detail
- Flexible Schedule
- Customer Monitoring
- Decision Making
- Customer Communication
- Highly organized And hard working
- Problem solving skills and friendly with team work
Languages
English
Native or Bilingual
French
Limited Working
Bengali
Native or Bilingual
Certification
College Diploma Certificate
Timeline
Data Analyst
SSENSE
12.2022 - 03.2025
Customer Service Representative
Verizon USA
03.2022 - 11.2022
Customer Service Representative
Tonal USA
03.2021 - 03.2022
Receptionist
Hotel Le Dauphin
10.2019 - 03.2020
Customer Service Associate
Walmart
09.2018 - 04.2019
College Diploma - Business Management
Jalalabad College
High School Diploma -
G K High School
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