Amal Elmi
Ottawa,Canada
Summary
Dynamic professional with over a decade of customer service excellence, where I leveraged my proficiency in Microsoft Office and exceptional interpersonal skills to enhance client satisfaction. Expert in multitasking and resolving inquiries, I strive to significantly improved customer care processes, demonstrating a strong work ethic and attention to detail in fast-paced environments.
Overview
10
10
years of professional experience
Work History
CLIENT CARE REPRESENTATIVE
NTT DATA
02.2024 - Current
- To fulfill customer requests, respond to inquiries/complaints through phone, email, chat and always being attentive to customer care and personal approach
- Analyze information presented by the writer to process next steps according to policy and nature of the inquiry
- Accurately complete appropriate documentation for each intention and wrap up inputting data for call history, sending messages to third parties when required and initiating the necessary customer fulfillment
- Participated in team meetings to discuss strategies for improving client care processes.
SERVICE COORDINATOR
RAM DOORS
01.2022 - 12.2023
- To bring service excellence and act as a liaison between clients and the company
- Answer and address all company emails, customer questions and needs and provide updates, etas and schedule plans/changes in the day-to-day activities
- Provide careful and accurate processing of information and date entry for both customers and technicians
- Manage and monitor the day to day schedule for technicians and clients appointments
- Handle incoming communication from clients via phone, email or software while building positive relationships with all customers through listening and providing opportunities to customers for the best service possible
- Addressed and resolved client complaints and issues in a timely manner.
- Prepared and evaluated CRM reports to identify problems and areas for improvement.
DISPATCH/ RECEPTIONIST
MR. ROOTER
02.2019 - 01.2022
- Company Overview: Remote job
- Prioritize the dispatching and dispatch board as the primary dispatcher in the office
- Answer all incoming calls and book service calls
- Schedule work as needed and dispatch techs to service calls that have been booked
- Work with technicians in terms of their availability for service calls and dispatch needs
- Handle multiple calls from both incoming calls and calls from techs ready to be dispatched
- Update databases and handle additional administrative tasks when needed
- Inform, answer or refer to all inquiries made to company email
- Perform other tasks as required for payroll and filing
- Remote job
GREETER
MR. LUBE
09.2017 - 01.2019
- Acknowledges customers within 10 seconds of arrival and greets them within 30 seconds, determine what customers are in for and how we can help exceed their expectations
- Offer a newspaper, coffee and or beverage, and menu to every customer, direct them to the next available bay to bring customer's vehicles in for service
- Also expected to cash out customer's coming for drop off vehicle's, park and organize vehicle's in line and keep track of all drop off keys
- Answer all incoming calls to the store and provide necessary details as per company's policies to customers over the phone
EKOS RESEARCH
12.2016 - 08.2017
- Calling and Surveying willing participants all around Canada on behalf of the Employment services Canada
- Obtaining client information by answering telephone calls; interviewing clients; verifying information
- Determines eligibility by comparing client information to requirements
- Answer and inquire all client questions and concerns over the phone following the company's guidelines
SALES ASSOCIATE
SAKS OFF 5TH AVENUE
04.2016 - 11.2016
- Provide a variety of services, including helping customers, specifically hired for handbags and accessories but also able to float from section to section throughout the store where support is needed
BARISTA
STARBUCKS
09.2014 - 02.2016
- Assigned various tasks such as working drive thru, blending and mixing customer drinks, stocking inventory, working till, cleaning the bar and the lounge, and greeting/communicating with customers making sure they have the best experience possible
Education
BUSINESS ADMINISTRATION PROGRAM - Business Administration General,
ALGONQUIN COLLEGE
Skills
10 years in Customer Service
Great work Ethic
Multitasking
Interpersonal Skills
Proficient in Microsoft Office
Attention to Detail
Inbound/Outbound Calls
Email Communication
Purchase orders
Follow-ups
Experienced working in fast-paced a environment
Scheduling
References
On request
Timeline
CLIENT CARE REPRESENTATIVE
NTT DATA
02.2024 - Current
SERVICE COORDINATOR
RAM DOORS
01.2022 - 12.2023
DISPATCH/ RECEPTIONIST
MR. ROOTER
02.2019 - 01.2022
GREETER
MR. LUBE
09.2017 - 01.2019
EKOS RESEARCH
12.2016 - 08.2017
SALES ASSOCIATE
SAKS OFF 5TH AVENUE
04.2016 - 11.2016
BARISTA
STARBUCKS
09.2014 - 02.2016
BUSINESS ADMINISTRATION PROGRAM - Business Administration General,
ALGONQUIN COLLEGE
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