ADIL AHMED DURJOY
Toronto,Canada
Summary
- Energetic and optimistic customer service representative with over 5 years of professional experience assisting customers in solving complex issues.
- Proven track record of resolving complex issues, exceeding customer expectations, and fostering positive relationships.
- Constantly received upwards of 90% of positive customer reviews and achieved 30% above average repeat customer scores.
- Adept at multitasking in fast-paced environments, utilizing active listening skills, and leveraging product knowledge to deliver tailored solutions.
- Entrepreneurial mindset and client focused keen to leverage leadership and managerial expertise.
- Helped reduce first response time by 20% within the first quarter of employment at VMHS.
- Proven ability to meet targets and deadlines while working in a fast-paced environment, effectively prioritizing tasks.
- Proficient analytical skills with the ability to compile and evaluate data.
- Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
- Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Shaw Lab Group
02.2023 - 05.2023
- Unpacked more than 30 cases per day with models from doctors and labeling impressions with patients' names, case numbers, and dates
- Scheduled 60 to 70 cases per day (analog and digital) with over 96% accuracy for smooth workflow operation and timely delivery of the cases
- Received over 30 incoming calls from dental offices and answered their queries, processed payments, scheduled pickups and advised on return dates
- Quickly triaged incoming calls, and escalated calls when necessary, reducing the average time to resolution by 19%
- Made daily outbound calls to advice on return dates and addressed customer issues tactfully keeping 92% of customer satisfaction
- Loaded billing data into systems through data import to verify and complete accurate client invoices from customers.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Business Development Manager
Aurora Corporation
07.2021 - 01.2023
- Worked in a team with garment export agents to solve problems, acquired new buyers and reduced wastage cost by 10 percent
- Prepared detailed marketing plans and conducted weekly meetings
- Increased company's exports and customer accounts by 12% through compassionate customer service, strategies and effective sales techniques
- Maintained communications with vendors and supply chain members for smooth operations and slashed operating costs by 15 percent in 2022
- Visited the vendors to supervise garment quality and packing instructions.
Customer Service Representative
Scentre Group
02.2021 - 06.2021
- Provided superior customer service to clients by addressing all questions and concerns and increased customer satisfaction rate by 5%
- Facilitated money exchanges by cashing out visitors and clients and regularly handled large amount of cash
- Interfaced and worked daily with approximately 150 customers
- Achieved a 99.5% customer approval rating with a compassionate and empathetic approach
- Provided customers with quality assistance through phone calls, emails, and internet chats.
Customer Service Agent, Contract
Dan Murphy's, Woolworths Liquor Group
11.2020 - 02.2021
- Handled difficult and complex customer complaints, resolving issues within 4 minutes, on average, and receiving a customer satisfaction score of 4.9 out of 5
- Handled inbound calls from prospective clients and turned 65% from those prospects into paying customers
- Managed accounts and reviewed customer issues and concern which increased customer satisfaction and increased company's sales by 10%
- Handled over 130 inbound calls per day with a goal of complete customer satisfaction
- Managed inbound calls and emails from customers regarding product information, account status, order tracking and online check out.
- Multitasked effectively to simultaneously handle website chat and telephone customers' needs.
Customer Service Agent, Contract
TABCORP
10.2020 - 11.2020
- Assisted other team members when necessary to ensure a high level of customer satisfaction through quick resolution times on busy event days
- Promptly handled an average of 80 customer inquiries per day with a 90% customer satisfaction rate
- Placed bets accurately for customers during big event days such as Melbourne Cup day and received over 170 calls and placed bets successfully on that day
- Received and placed bets accurately over 150 calls per day
- Improved average ticket time by 10% by placing the bets promptly through great attention to detail.
Customer Service Representative
Venueslive Management and Hospitality Services
07.2019 - 09.2020
- Maintained a courteous, empathetic attitude towards customers, reducing complaints about service by 27%
- Communicated with patrons and scanned their tickets at entry gates
- Communicated and coordinated with colleagues and duty managers to solve customer issues in a timely manner
- Achieved a customer satisfaction rating of 90% within 6 months of employment
- Helped to increase customer return rates by providing excellent customer service at all times.
Customer Service Advisor
Prime Bank Limited
01.2015 - 04.2019
- Processed transfers check cashing, deposits, withdrawals, etc. for drive-through or walk-in customers.
- Assisted customers in opening checking or savings accounts.
- Encouraged customers to sign up for bank credit/debit card for ease of use.
- Collect customer information and input data into the system, ensuring confidentiality at all times.
- Assist customers with taking out different types of loans, including personal, auto, home equity, etc.
- Corresponded with customers that have delinquent accounts to collect payments and made arrangements with their billing.
- Maintained a knowledge base of the evolving product offerings, and improved customer. retention by 9% by proactively recommending new products to existing customers.
- Attained 97% customer satisfaction on voluntary surveys, increasing customer retention by 6%.
- Explained charges, fees, terms of sales and service agreements to over [Number] customers daily.
Education
Bachelor of Science - Business Administration, Business Management.
Southern New Hampshire University.
06.2011
Skills
- Ability to Work Under Pressure
- Ability to Work in a Team
- Interpersonal and Communication skills
- Critical thinking and problem solving
- Customer Relations
- Customer Relationship Management
- Attention to Detail
- Empathy
- Client Focused
- Inbound Marketing and sales
- Client Presentation
- Lead Generation
Certification
- Digital Marketing, Sydney
- Google Analytics, Sydney
- Negotiation Strategies, Sydney
- Microsoft Excel Essentials Training, Dhaka
Timeline
Customer Service Representative
Shaw Lab Group
02.2023 - 05.2023
Business Development Manager
Aurora Corporation
07.2021 - 01.2023
Customer Service Representative
Scentre Group
02.2021 - 06.2021
Customer Service Agent, Contract
Dan Murphy's, Woolworths Liquor Group
11.2020 - 02.2021
Customer Service Agent, Contract
TABCORP
10.2020 - 11.2020
Customer Service Representative
Venueslive Management and Hospitality Services
07.2019 - 09.2020
Customer Service Advisor
Prime Bank Limited
01.2015 - 04.2019
Bachelor of Science - Business Administration, Business Management.
Southern New Hampshire University.
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